In business and economics, gap analysis is a tool that helps a company to compare its actual performance with its potential performance. At its core are two questions: “Where are we?” and “Where do we want to be?” If a company or organization is not making the best use of its current resources or is forgoing investment in capital or technology, then it may be producing or performing at a level below its potential. This concept is similar to the base case of being below one’s production possibilities frontier. The goal of gap analysis is to identify the gap between the optimized allocation and integration of the inputs, and the current level of allocation. This helps provide the company with insight into areas which could be improved. The gap analysis process involves determining, documenting and approving the variance between business requirements and current capabilities. Gap analysis naturally flows from benchmarking and other assessments. Once the general expectation of performance in the industry is understood, it is possible to compare that expectation with the company’s current level of performance. This comparison becomes the gap analysis. Such analysis can be performed at the strategic or operational level of an organization. Hence, this study is undertaken to identify the service gap between the service providers and the customers in the petroleum retail outlets and to give suggestions to bridge the gap.

Key words: Gap Analysis, Fuel station, Petroleum Retailers, Retail Outlets, Supply Chain.