Executive Summary The assessment of the quality of service delivery in an organisation is important as it allows consumers to make informed decisions. It also helps the organisation to respond appropriately to improve its services. In the past, service quality has been defined as “the extent to which a service meets customers’ needs or expectations” (Asubonteng et al., 65). A common definition is, “Service quality is the difference between customers’ expectations of service and perceived service” (Fitzsimmons and Mona 25). In order for this to be achieved, an analysis of the organisation using the SERVQUAL methodology is necessary. SERVQUAL methodology evaluates five dimensions of quality service delivery. They include reliability, assurance, empathy, tangibles, and responsiveness (Fitzsimmons and Mona 26). A gap analysis in service delivery is also important as it allows the identification of “causes of service quality shortfalls in each or all of the dimensions” (Fitzsimmons and Mona 28). A service quality gap analysis for Oman Insurance Company was carried out with the aim of establishing the quality of services offered by the company. An analysis of the five gaps identified followed with calculation of the weighted and un-weighted values of SERVIQUAL scores for each using the recommended formulae (Fitzsimmons and Mona 26). The data used in the calculations was obtained from the analysis of the responses from questionnaires issued to both the customers of the insurance company as well as the employees. The results showed a small but significant gap in service delivery for which recommendations were made on how to reduce it. This essay therefore discusses the procedure of analysing the gaps in service delivery in the company, the results of the analysis, and the recommendations towards improving quality service delivery at Oman Insurance Company. Service Quality Gaps The service quality concept constitutes about seven major gaps with three (Gap 1, Gap 5, and Gap 6) being important “since they have a direct relationship with customers” (Luk and Layton 113). Gap 1, which deals with customers’ expectations against management perception (Luk and Layton 114), was partially evaluated in the study. Gap 2 deals with management perceptions versus service specifications while Gap 3 comprises service specifications against the delivery of those services (Luk and Layton 115). The fourth gap is the difference in service delivery and external communication (Luk and Layton 114). Gap 5 highlights the difference between the perception of the customers of the services delivered against their expectations of the services (Luk and Layton 114). This gap formed the main approach in the survey. Gap 6 focuses on the discrepancy between the expectations of the customers and the perceptions of the employees while Gap 7 highlights the discrepancy between the management and employees’ perceptions (Luk and Layton 114). These were evaluated using the questionnaire issued to the respondents for the study. Methodology The analysis of the service delivery quality was made using data obtained using a questionnaire. The questionnaire prepared constituted two parts, which evaluated customers’ expectations and opinions about insurance companies against their perceptions of service delivery at Oman Insurance Company. Confidentiality was guaranteed in the questionnaire by ensuring that there was no place for the respondents to fill in t