1.
MKT 412
Individual Presentation
Prepared for:
Zarjina T. Khalil
Faculty Member
Dept. of Marketing
Prepared by:
Md. Samid Razzak
ID:1310325030

2.
Presentation Outline
Outline Best service Worst service Recommendations
BEST SERVICE WORST SERVICE
RECOMMENDATIONS CONCLUSION

3.
BEST SERVICE

4.
bWhat was I actually looking for in a coffee shop?
GOOD FOOD/SERVICE COMFORTABLE SPACE INTERNET/WIFI

5.
BEST SERVICE
TYPE OF SERVICE: COFFEE
SHOP
PLACE: TABAQ COFFEE,
JAMUNA FUTURE PARK
DATE OF ENCOUNTER: 13th
NOVEMBER 2014
Outline Best service Worst service Recommendations
ZONE OF TOLERANCE: LOW. (CONSIDERING THE BEAUTIFUL AMBIANCE
AND POSTIVE WOM)

6.
BEST SERVICE
Outline Best service Worst service Recommendations
01 02 03
Physical evidence:
-Excellently designed
ambiance(beautiful
pictures and interior
designs)
-Comfortable seats
-Perfect lighting and
music
People:
Well behaved, friendly and
trained staff, always
welcoming with a smile,
calling loyal customers by
name,
Standard other customers
Process:
Prompt delivery,
instant replacement of
food if
complained(service
recovery), incentives:
discount 20%

7.
BEST SERVICE(SERVQUAL DIMENSIONS
Outline Best service Worst service Recommendations
RELIABILITY RESPONSIVENESS
2
3
1
Providing service of food in promised time, almost
10 minutes
First time service: Moment of truth, performed
service in due time
Keeping explicit promise: Excellent taste in
cheese cake, coffee and brownies, as promoted
2
3
1
Inform customers if more time will be needed in
any situations
Willing to help customers if customer ask for anything
i.e. arrangements for extra seats in particular place
Respond to customer’s instantly for example in
Case of billing and new orders

8.
BEST SERVICE(SERVQUAL DIMENSIONS)
Outline Best service Worst service Recommendations
ASSURANCE EMPATHY
2
1
Make customers feel safe in transactions: Billing
Employees are courteous and have the knowledge
about concerns regarding ingredients(empowered
employees)
2
1
Care for customers: No pictures of other
Customers for privacy
Give customers individual attention during service,
Understand the need of customers
TANGIBLES
Excellently designed ambiance(beautiful pictures and interior designs)
, Comfortable seats, Perfect lighting and music

9.
FEEDBACK SYSTEM
Outline Best service Worst service Recommendations
Complain: Hot environment
Installed coolers for customers
Complain: Slow internet
Fixed it within a week

10.
OUTCOME=Happy Customers
Outline Best service Worst service Recommendations
Service: More than expectations
=Happy customers

11.
WORST SERVICE

12.
WORST SERVICE
Outline Best service Worst service Recommendations

13.
WORST SERVICE
Outline Best service Worst service Recommendations

14.
WORST SERVICE
Outline Best service Worst service Recommendations
TYPE OF SERVICE:
ENTERTAINMENT
PLACE: POOL ZONE,
BASHUNDHARA R/A
DATE OF ENCOUNTER: 29th
October 2015
ZONE OF TOLERANCE: HIGH. (Considering the physical evidence)

15.
WORST SERVICE
Outline Best service Worst service Recommendations
01 02 03
Process:
Slow service in
cleaning and fixing
tables, slow in serving
food
Physical evidence:
Extremely dirty, unclean .
Bad smell
Unmaintained furniture
No music
People:
Extremely rude, ignorant
staff, not well dressed,
arrogant other customers

16.
WORST SERVICE(SERVQUAL DIMENSIONS
Outline Best service Worst service Recommendations
RELIABILITY RESPONSIVENESS
1
2
No dependability in handling customers problem:
Larger cue stick needed, ignorant staff in our case
First time service: Moment of truth, did not
perform service in due time and best manner
2
3
1
Did not inform customers if more time will be
needed while giving food and drinks
Not willing to help the customers regarding pool
boards and cue stick
Did not respond to customers instantly for example
in case of billing and new orders

17.
WORST SERVICE(SERVQUAL DIMENSIONS)
Outline Best service Worst service Recommendations
ASSURANCE EMPATHY
2
1
Not safe in billing: Just a piece of torn paper
Employees are not courteous and have no the
knowledge about concerns(not empowered employees)
2
1
Ignorant staff, did not care for us
No individual attention to us were given, did not
Understand our specific need of the table
TANGIBLES
Poorly designed ambiance(colorless, broken walls, unmaintained furniture)
,Torn seats, Poor lighting and no music

18.
RECOMMENDATIONS
Outline Best service Worst service Recommendations
Ensure prompt service and
service recovery in case of
wrong delivery of food
Ensure proper billing
system, with details cost
in every segment
Recruit and train
experienced staff who have
knowledge about pool and
cue sticks
Fix physical evidence,
colour, interior design,
pool boards, arrange seats
and music

19.
Thankyou
Questions?