Existence of GAP Model in  XISS
Presented by: <ul><li>Pranay Sarawgi (09) </li></ul><ul><li>Bharat Jaiswal (16) </li></ul><ul><li>Vijay Mishra (36) </li><...
The Gaps Model of Service Quality Marketer Consumer Past experience Expected service Perceived service Service delivery (i...
<ul><li>Inadequate marketing research orientation </li></ul><ul><li>Lack of upward communication </li></ul><ul><li>Insuffi...
CUSTOMER EXPECTATION COMPANY PERCEPTION 100% placement with good study student expect from xiss good study , it means plac...
Closing gap 1: Learn what customers expect <ul><li>Use research, complaint analysis, customer panels  </li></ul><ul><li>In...
<ul><li>Poor service design </li></ul><ul><li>Absence of customer-defined  service standards </li></ul><ul><li>Inappropria...
GAP 2 IN  XISS…. <ul><li>Gap2 between xiss  and students states that xiss is aware about the expectations of the students ...
Student expectation Design and standard Enough time to learn course material in two years span of time. Course structure i...
Closing gap 2: Establish the right service quality standards <ul><li>Top management commitment to providing service qualit...
<ul><li>Prioritise tasks </li></ul><ul><li>Gain employee acceptance of goals and priorities </li></ul><ul><li>Measure perf...
<ul><li>Role of employees </li></ul><ul><li>Failure to match supply and demand </li></ul><ul><li>Customer not fulfilling t...
Gap 3 in Xiss Expected service Delivery Actual service Delivery Hostel facility Hostels are available for girls only 100% ...
Closing gap 3: Ensure that service performance meets standards <ul><li>Attract the best employees </li></ul><ul><li>Select...
<ul><li>Retain good employees </li></ul><ul><ul><li>measure and reward service quality achievements </li></ul></ul><ul><ul...
<ul><li>Lack of integration of marketing communications </li></ul><ul><li>Inadequate management of customer expectations  ...
GAP 4 IN  XISS…. EXTERNAL COMMUNICATION SERVICE DELIVERY 100%  PLACEMENT PLACEMENTS  NOT  UP TO  THE  LEVEL HOSTEL  FACILI...
Closing gap 4: Ensure that service delivery matches promises <ul><li>Seek input from operations personnel on what can be d...
<ul><li>In advertising, focus on service characteristics that are important to customers </li></ul><ul><li>Manage customer...
<ul><li>Not knowing what customers expect </li></ul><ul><li>Not selecting the right service standards and designs </li></u...
Service Satisfaction Information System <ul><li>Customer Complaints  </li></ul><ul><li>Surveys  </li></ul><ul><li>Employee...
Measuring Satisfaction  <ul><li>Qualitative Research  </li></ul><ul><li>Understand key drivers / determinants  </li></ul><...
Summary <ul><li>Customer satisfaction </li></ul><ul><ul><li>definition </li></ul></ul><ul><ul><li>benefits </li></ul></ul>...
Summary <ul><li>ServQual - five dimensions of service quality </li></ul><ul><ul><li>reliability, responsiveness, assurance...
THANK YOU ANY DOUBTS??????
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Gap Xiss

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dese data r hypothetical,dere z no relation of dese data wid reality.....

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  • pranay: will start n deal up to slide no. 3 in details madhu: slide no. 4-6 Mukesh: slide no:7-11 Chandan:slide no:12-15 Gaurav:slide no:16-19 Bharat: slide no;20 to the last slide
  • Gap Xiss

    1. 1. Existence of GAP Model in XISS
    2. 2. Presented by: <ul><li>Pranay Sarawgi (09) </li></ul><ul><li>Bharat Jaiswal (16) </li></ul><ul><li>Vijay Mishra (36) </li></ul><ul><li>Madhushudhan (51) </li></ul><ul><li>Mukesh Agrawal(54) </li></ul><ul><li>Gaurav kumar(57) </li></ul><ul><li>Chandan gorai(75) </li></ul>
    3. 3. The Gaps Model of Service Quality Marketer Consumer Past experience Expected service Perceived service Service delivery (including pre- and post-contacts) External communications to consumers Translations of perceptions into service quality specifications Management perceptions of consumer expectations GAP 5 GAP 3 GAP 2 GAP 1 GAP 4 Personal needs Word-of-mouth communications
    4. 4. <ul><li>Inadequate marketing research orientation </li></ul><ul><li>Lack of upward communication </li></ul><ul><li>Insufficient relationship focus </li></ul><ul><li>Inadequate service recovery </li></ul>Customer’s expectations Company’s perceptions of customer expectations Reasons for provider gap I
    5. 5. CUSTOMER EXPECTATION COMPANY PERCEPTION 100% placement with good study student expect from xiss good study , it means placement is not matter . All kinds of sports activity (indoor and outdoor) All kinds of sports activity is not necessary for student only one or two is enough Well organized canteen and food should be hygienic College should have canteen no matter what they are serving Hostel facility(both boys & girls) Should be girls hostel, boy hostel is not necessary Should be less classes in a day Should be more classes in a day Class duration should be less Class duration should be more
    6. 6. Closing gap 1: Learn what customers expect <ul><li>Use research, complaint analysis, customer panels </li></ul><ul><li>Increase direct interactions between managers and customers </li></ul><ul><li>Improve upward communications </li></ul><ul><li>Act on information and insights </li></ul>listen to customers
    7. 7. <ul><li>Poor service design </li></ul><ul><li>Absence of customer-defined service standards </li></ul><ul><li>Inappropriate physical evidence and servicescape </li></ul>Translation of perceptions into service quality specifications Management perceptions of customer expectations Reasons for provider gap 2
    8. 8. GAP 2 IN XISS…. <ul><li>Gap2 between xiss and students states that xiss is aware about the expectations of the students but not having the right service quality designs and standards to meet the expectations of the students. </li></ul><ul><li>These problems are reflected in provider gap2 in following manner. </li></ul>
    9. 9. Student expectation Design and standard Enough time to learn course material in two years span of time. Course structure ia designed on trimester basis but not able to complete the course effectively in allotted time. Having prominent and qualified faculties and expertise in relevant area. Less no. of faculty having expertise in their area and also teaches the subjects which are new for them. Time to time interaction with corporate people. Rarely any corporate people visit to institute and very less interaction with them. Good infrastructure such as canteen, playground , computer lab. Design and standard of all these facilities are not up to the expectations of students. Students can share their experience with other department students and faculty and learn from them as well. No any communication between inter department students and faculty and all the program of each department is managed separately. Learning in different way that makes “professionals with a difference.” Students do not find any differences compared to other institutes delivery of services. And students find themselves as “professionals with the same quality”
    10. 10. Closing gap 2: Establish the right service quality standards <ul><li>Top management commitment to providing service quality </li></ul><ul><li>Set, communicate, and reinforce customer-oriented service standards </li></ul><ul><li>Establish challenging and realistic service quality goals </li></ul><ul><li>Train managers to be service quality leaders </li></ul><ul><li>Be receptive to new ways to deliver service quality </li></ul><ul><li>Standardise repetitive tasks </li></ul>
    11. 11. <ul><li>Prioritise tasks </li></ul><ul><li>Gain employee acceptance of goals and priorities </li></ul><ul><li>Measure performance of service standards and provide regular feedback </li></ul><ul><li>Reward managers and employees for achievement of quality goals </li></ul>Service Quality Awards
    12. 12. <ul><li>Role of employees </li></ul><ul><li>Failure to match supply and demand </li></ul><ul><li>Customer not fulfilling their roles </li></ul><ul><li>Problems with service intermediaries </li></ul>Service delivery Customer-driven service designs and standards Reasons for provider gap 3
    13. 13. Gap 3 in Xiss Expected service Delivery Actual service Delivery Hostel facility Hostels are available for girls only 100% full placement Placements are not up to 100% Rigorous schedule Very easy going schedule Canteen facility Not up to the mark Lift facility Still under construction Visiting facility Very few visiting faculty visit
    14. 14. Closing gap 3: Ensure that service performance meets standards <ul><li>Attract the best employees </li></ul><ul><li>Select the right employees </li></ul><ul><li>Develop and support employees </li></ul><ul><ul><li>train employees </li></ul></ul><ul><ul><li>provide appropriate technology & equipment </li></ul></ul><ul><ul><li>encourage and build teamwork </li></ul></ul><ul><ul><li>empower employees </li></ul></ul><ul><ul><li>internal marketing </li></ul></ul>Can I take your order?
    15. 15. <ul><li>Retain good employees </li></ul><ul><ul><li>measure and reward service quality achievements </li></ul></ul><ul><ul><li>develop equitable and simple reward systems </li></ul></ul>You are a Star Service Provider
    16. 16. <ul><li>Lack of integration of marketing communications </li></ul><ul><li>Inadequate management of customer expectations </li></ul><ul><li>Overpromising </li></ul><ul><li>Inadequate horizontal communications </li></ul>External communications to consumers Service delivery Reasons for provider gap 4
    17. 17. GAP 4 IN XISS…. EXTERNAL COMMUNICATION SERVICE DELIVERY 100% PLACEMENT PLACEMENTS NOT UP TO THE LEVEL HOSTEL FACILITY FOR BOYS HOSTEL FACILITY NOT GIVEN AS MENTIONED IN PROSPECTUS WELL STOCKED LIBRARY STUDENTS OF OTHER DEPARTMENTS DO NOT HAVE ACCESS TO UPPER LIBRARY PLAYGROUND UNAVAILABILITY OF PLAYGROUND SPACE VISITING FACULTY / GUEST ONCE IN A WHILE VISITING FACULTY COMES BUSINESS SEMINARS VERY FEW SEMINARS ARE BEING HELD
    18. 18. Closing gap 4: Ensure that service delivery matches promises <ul><li>Seek input from operations personnel on what can be done </li></ul><ul><li>‘ Reality’ advertising </li></ul><ul><ul><li>real employees, real customers, real situations </li></ul></ul><ul><li>Seek input from employees on advertising </li></ul><ul><li>Gain communications between sales, operations and customers </li></ul><ul><li>Internal marketing programs </li></ul><ul><li>Ensure consistent standards in multi-site operations </li></ul>
    19. 19. <ul><li>In advertising, focus on service characteristics that are important to customers </li></ul><ul><li>Manage customer’s expectations </li></ul><ul><ul><li>What are realistic expectations? </li></ul></ul><ul><ul><li>Explain industry realities </li></ul></ul><ul><li>Tiered service options </li></ul><ul><ul><li>Offer different levels of service - user pays </li></ul></ul>Why do we always have to wait?
    20. 20. <ul><li>Not knowing what customers expect </li></ul><ul><li>Not selecting the right service standards and designs </li></ul><ul><li>Not delivering to service standards </li></ul><ul><li>Not matching performance to promised </li></ul>Customer expectations Customer perceptions Reasons for Customer Gap 5
    21. 21. Service Satisfaction Information System <ul><li>Customer Complaints </li></ul><ul><li>Surveys </li></ul><ul><li>Employee Surveys </li></ul><ul><li>Focus Groups </li></ul><ul><li>‘ Mystery shopping’ research </li></ul><ul><li>Competitive market surveys - benchmark </li></ul>
    22. 22. Measuring Satisfaction <ul><li>Qualitative Research </li></ul><ul><li>Understand key drivers / determinants </li></ul><ul><li>Questionnaire design </li></ul><ul><li>Data analysis </li></ul><ul><li>Service performance index (SPI) </li></ul><ul><li>Importance - performance analysis </li></ul>
    23. 23. Summary <ul><li>Customer satisfaction </li></ul><ul><ul><li>definition </li></ul></ul><ul><ul><li>benefits </li></ul></ul><ul><ul><li>factors that influence customer satisfaction </li></ul></ul><ul><ul><li>the disconfirmation of expectations model </li></ul></ul><ul><ul><li>four types of expectations </li></ul></ul><ul><ul><li>zone of indifference </li></ul></ul>
    24. 24. Summary <ul><li>ServQual - five dimensions of service quality </li></ul><ul><ul><li>reliability, responsiveness, assurance, empathy and tangibles </li></ul></ul><ul><li>Gaps model of service quality </li></ul><ul><ul><li>Reasons for the gaps </li></ul></ul><ul><ul><li>Closing the gaps </li></ul></ul><ul><li>Measuring customer satisfaction & service quality </li></ul>
    25. 25. THANK YOU ANY DOUBTS??????
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