Gap 2 is mainly a result of: the lack of management commitment to service quality, the degree of goal setting, the degree to which the service can be appropriately standardized, and the perception of feasibility (Kasper et al.
The important quality gap lies in the area of organization's strategy (gap 2 according to Candido and Morris).
Paradoxically, managers' assignment, which is standards formulation (gap 2), is treated by them as the worst.
The issue of how to express managers' perception of customers' expectations in organizational system documents or other kinds of guidelines appears as the most important difficulty (gap 2).
The gap 2 and 4 are found as the larger ones (1.68 and 1.11), and they play the dominant role in service quality creation.