In this paper, quality of service, definition and gaps model were discussed. SERVQUAL for assessing the difference between what customers perceive and expect were also reviewed. The research provided significant approach, which is understood to be that, there are a number of things that needs to be addressed and to ascertain the methods demonstrated as well as in the design and improvement of service quality. Different definitions pertaining Relationship Marketing and Customer Relationship together with Management of Customer Relationship and other closely-related terms were discussed after Marketing which is a broader concept was introduced.In conclusion, understanding how customers effectively see quality of service and being able to ascertain its measurement can be beneficial to the industry in so many ways. An effective measurement in quality of service can bring forth significant information that can be used in management of quality service provision; ergo, service firms would comprehensibly be capable in monitoring and maintaining quality service. Getting access to quality service and better comprehension on ways every different dimensions of gap model affect the entire service quality and customer relationship would provide firms an efficient design in implementing the process of service delivery.Furthermore, in identifying all the weaknesses and strengths in connection with service quality, firms would be able to apportion all the needed resources in providing a better service to their customers.