The dynamic development of the service sector is one of the most current trends in the modern economy. Over the past decade the number of service organizations has increased significantly, the increase in employment in this sector has expanded the range of services and competition has also intensified. The specificity of management service organizations has been actively studied since the 60s-70s of the 20th century. Service management is recognized as a scientific discipline. Foreign experts have developed a number of concepts for practical applications, including service quality management (Berry 1991) (Gronroos 1988) (Gummesson 1995) (Parasuraman, Berry & Zeithaml 1985). Different schools of thought offer a wide variety of approaches to quality management services. Many of them take as their "starting point" the correlation between consumer expectations and the perception of the service received. This logic is especially relevant for services whose quality is difficult to evaluate based on objective characteristics. The best known approaches, based on this logic, are: Gap Model, SERVQUAL tool, tolerance zone analysis. The Gap model is developed by US researchers, Zeithaml, Berry and others. (Parasuraman, Berry and Zeithaml 1985). Highlights possible discrepancies in the layout of services. The extent and direction of fractures affect its quality. The key is the gap between the elements of “expected service” and “perceived service” (Gap 5), the excess of consumer expectations on the evaluation of the services received actually refers to the “gap”. The absence of such a gap makes the service high quality. Gap5 is due to the existence of Gaps 1-4 (Zeithaml, Berry & Parasuraman 1988). Gap 1 occurs when the organization does not have a clear understanding of consumer preferences, expectations and stereotypical behaviors. This is due, as a rule, to the fact that