2. Introduction
• Darewro is an on-demand delivery service that connects
customers with local businesses. Through Darewro, you can
purchase goods and have them delivered within specified time. It
has been founded in June, 2013 with a mission to empower local
economies in a connected world. By building the on-demand
delivery infrastructure for local customers, we’re bringing
communities closer, one doorstep at a time.
3. Levels of Relationships
• L-4: Structural Bonds
• L-3: Customization Bonds
• L-2: Social Bonds
• L-1: Financial Bonds
4. Financial Bonds
• At the very first or the lowest level, the customers are
mainly tied to the firm thro’ financial benefits and
incentives
– Volume and Frequency Rewards:
– If a person place orders 3 times a week, on forth time
they will be offered 50% discount.
5. – Bundle and Cross-Selling:
If a person orders pizza from Pizza hut through darewro
they will be offered 10% discount.
– Stable Pricing:
The loyal customers from IMlSciences will be charged
lower then then other customers in Peshawar.
6. Social Bonding
• Price here is assumed to be already taken care of. The next
level builds a long term relationship through social and
interpersonal (and of course financial) bonds
– Personal Relationships:
The owners of dariwroo built personal relationships with the customers,
by asking about their family and friends and adding themselves to their
circle through facebook etc.
7. – Continuous Relationships:
Darewro will built continuous relationship through
sending their customers messages about new deals ,
sending them birthday wishes etc.
– Social bond among customers:
Dariwroo can achieve this through making a facebook
page of their customers where they can connect and
make plan for trips and meeting for lunch and dinners
8. Customization Bonding
• This concept is defined as “the use of flexible processes and
organizational structures to produce varied and individually
customized products and services at the price of standardized,
mass produced alternatives”.
– Customer intimacy: The dariwroo will create customer intimacy by
anaylizing past data of customer that from where they usually order
things, about their personal tailors and likes and dislikes in food etc.
9. – Mass Customization:
Darewro will place orders for customers according to
their likes and in timing that they prefer by charging a
little extra cost.
– Anticipation / Innovation:
An app will be introduced to the customers where they
can download and place a direct online order. There
they will know about the product they want to be
delivered to them and the timing as well.
10. Structural Bonding
• Structural bonds are created by providing value added
services to the customers that are frequently designed
right into the service design system for that customer.
– Integrated Information Systems: Dariwroo will send
messages to their customers when the product is taken
and delivered to customers.
– Joint Investments: Dariwroo will invest in imsciences, to
make a separate office here for the customers of
imsciences.
11. Gap Model
• This gap model of service quality is defined as
the difference between the perceived service
and the expected service
12. Knowledge Gap
• The difference between what company thinks
and what customer wants for example darewaro
thinks that they should focus on good customer
care but in real a customer want a fast and cheap
delivery service
13. Communication Gap
• The difference between expected service and
service delivery for example
• Darewaro advertise only 100 rupees per
delivery but in actual it takes 150 per oder
14. Delivery Gap
• The gap between service quality slandered and
the service delivery for example
• Darewaro deliver an order late to the customers
because of its own work
• It may because of poor training.
15. Policy Gap
• The gap between management perception and service
quality standards.
• Here the management makes some slandereds but it is not
clearly defined for example
• Darewaro provides fast delivery service but how much fast
??
16. Desired Service
• The level of service the customer hopes to
receive – the ‘wished for’ level of performance.
Desired service is a blend of what the customer
believes ‘can be’ and ‘should be.
17. Adequate Service
• We call the threshold level of acceptable
service adequate service – the level of service
the customer will accept.
18. Zone of Tolerance
• The extent to which customers recognize and
are willing to accept variation in Services is
called the zone of tolerance
19. Sources of desired service
expectations
• Lasting service intensifiers
– Derived Service Expectations
– Personal Service Philosophy
• Personal needs
20. Sources of Adequate Services
Expectations
• Temporary service intensifiers
• Perceived service alternatives
• Customer self-perceived service role
• Situational factors
• Predicted service
