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A Presentation on
K.K. Parekh Institute of Management Studies
(Amreli)
Gap analysis of Banking Service
and Blueprint
Prepa...
 Comparison between Service performance and
consumer expectation
Gain competitive advantage, maintain loyalty
Increase value (may permit higher margins)
Improve profits
Service quality assessments are formed on
judgments of:
 outcome quality
 interaction quality
 physical environment qu...
 Reliability: Delivering on promises.
 Responsiveness: Willingness to help customers .
 Assurance: Inspiring trust and ...
Perceived
Service
Expected
Service
CUSTOMER
COMPANY
Customer
Gap
Gap 1
Gap 2
Gap 3
External
Communications
to CustomersGap...
 Customer Gap:
 difference between customer expectations and perceptions
 ProviderGap 1 (The Knowledge Gap):
 not know...
Perceived
Service
Expected
Service
Customer
Gap
Gap 1
Gap 2
Gap 3
External
Communications
to CustomersGap 4
Service
Delive...
Company
Perceptions of
Consumer
Expectations
Expected
Service
 Can’t be wait
Waiting time 5 min.
Customer Expectations
•poor marketing research orientation
•Lack of upward communication
•Insufficient relationship focus
...
 Listen to customers through research.
 Cover company strategy to retain and strengthen the
relationship.
 Improve upwa...
Perceived
Service
Expected
Service
Customer
Gap
Gap 1
Gap 2
Gap 3
External
Communications
to CustomersGap 4
Service
Delive...
Company
Perceptions of
Consumer
Expectations
Waiting time 5 min.
Waiting time 10 min.
Service
Specification/
Standard
Management Perceptions of
Customer Expectations
• Poor service design
• lack of customer-driven standards
Customer-Driven ...
Service redesign
 Increase number of Cash windows
 Pace of transaction
 Counting machine
Reset Standards
 Surveys
 ...
Delivering and Performing Service
Perceived
Service
Expected
Service
Customer
Gap
Gap 1
Gap 2
Gap 3
External
Communications
to Customers
Gap 4
Service
Deliv...
Service
Specification/
Standard
Waiting time 20 min.
Service
Delivery
Waiting time 10 min.
Customer-Driven Service
Designs and Standards
•Insufficient Employees
•Customers who do not fulfill roles
•Failure to matc...
Recruiting Qualified and Experience Employees.
Forecasting Daily Demand.
Help to consumers (How fill deposit forms.)
A...
Perceived
Service
Expected
Service
Customer
Gap
Gap 1
Gap 2
Gap 3
External
Communications
to Customers
Gap 4
Service
Deliv...
Service
Delivery
Waiting time 20 min.
External
Communicati
ons to
Customers
Waiting time 10 min.
Lack integrated communications.
Ineffective management of customer
expectations.
Overpromising.
Service Delivery
Extern...
 Improve integrated communications.
Proper management about consumers expectations.
Promise those services which are pr...
Gap analysis of banking service and blueprint
Gap analysis of banking service and blueprint
Gap analysis of banking service and blueprint
Gap analysis of banking service and blueprint
Gap analysis of banking service and blueprint
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Gap analysis of banking service and blueprint

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Gap analysis of banking service and blueprint

  1. 1. A Presentation on K.K. Parekh Institute of Management Studies (Amreli) Gap analysis of Banking Service and Blueprint Prepared by:- Mehul Rasadiya
  2. 2.  Comparison between Service performance and consumer expectation
  3. 3. Gain competitive advantage, maintain loyalty Increase value (may permit higher margins) Improve profits
  4. 4. Service quality assessments are formed on judgments of:  outcome quality  interaction quality  physical environment quality
  5. 5.  Reliability: Delivering on promises.  Responsiveness: Willingness to help customers .  Assurance: Inspiring trust and confidence.  Empathy: Treating customers as individuals.  Tangibles: Representing the service physically.  Competence:Skill and Knowledge.  Security: Free from Danger  Communication : Understand and Listening Customer  Access : Ease to Contact  Knowing the customer : Understand the consumer’s individual needs
  6. 6. Perceived Service Expected Service CUSTOMER COMPANY Customer Gap Gap 1 Gap 2 Gap 3 External Communications to CustomersGap 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations
  7. 7.  Customer Gap:  difference between customer expectations and perceptions  ProviderGap 1 (The Knowledge Gap):  not knowing what customers expect, want, need  ProviderGap 2 (The Service Design & Standards Gap):  not having the right service designs and standards  ProviderGap 3 (The Service Performance Gap):  not delivering to service standards  ProviderGap 4 (The Communication Gap):  not matching performance to promises
  8. 8. Perceived Service Expected Service Customer Gap Gap 1 Gap 2 Gap 3 External Communications to CustomersGap 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations
  9. 9. Company Perceptions of Consumer Expectations Expected Service  Can’t be wait Waiting time 5 min.
  10. 10. Customer Expectations •poor marketing research orientation •Lack of upward communication •Insufficient relationship focus Company Perceptions of Customer Expectations
  11. 11.  Listen to customers through research.  Cover company strategy to retain and strengthen the relationship.  Improve upward communication
  12. 12. Perceived Service Expected Service Customer Gap Gap 1 Gap 2 Gap 3 External Communications to CustomersGap 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations
  13. 13. Company Perceptions of Consumer Expectations Waiting time 5 min. Waiting time 10 min. Service Specification/ Standard
  14. 14. Management Perceptions of Customer Expectations • Poor service design • lack of customer-driven standards Customer-Driven Service Designs and Standards
  15. 15. Service redesign  Increase number of Cash windows  Pace of transaction  Counting machine Reset Standards  Surveys  Complains.  Feedback
  16. 16. Delivering and Performing Service
  17. 17. Perceived Service Expected Service Customer Gap Gap 1 Gap 2 Gap 3 External Communications to Customers Gap 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations
  18. 18. Service Specification/ Standard Waiting time 20 min. Service Delivery Waiting time 10 min.
  19. 19. Customer-Driven Service Designs and Standards •Insufficient Employees •Customers who do not fulfill roles •Failure to match supply and demand •Lack of qualification and Experience Service Delivery
  20. 20. Recruiting Qualified and Experience Employees. Forecasting Daily Demand. Help to consumers (How fill deposit forms.) Aware about all the Details
  21. 21. Perceived Service Expected Service Customer Gap Gap 1 Gap 2 Gap 3 External Communications to Customers Gap 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations Customer Gap
  22. 22. Service Delivery Waiting time 20 min. External Communicati ons to Customers Waiting time 10 min.
  23. 23. Lack integrated communications. Ineffective management of customer expectations. Overpromising. Service Delivery External Communications to Customers
  24. 24.  Improve integrated communications. Proper management about consumers expectations. Promise those services which are properly deliver.

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