Services

The figure above shows the "GAP" model of service quality for Surf Excel. This model offers an integrated view of the customer-company relationship. It is based on substantial research amongst a number of service providers. In common with the Grönroos model it shows the perception gap and outlines contributory factors. In this case expected service is a function of word of mouth communication, personal need and past experience, and perceived service is a product of service delivery and external communications to consumers.

This level of detail allows powerful analysis of the contributory factors to a perception gap at a practical level. The model shows the importance of marketing, business leadership quality and HR systems in the management of the expectation gap.

Surf Excel is one of the best brands in the Indian Washing Powder market right now. It is cheap, it is of tremendous quality, and it is an HUL product, so it can be trusted with the eyes closed.