Dr. Gopal Thapa's service Marketing Service Expectation.ppt
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Service marketing with Dr. Gopal Thapa: Service expectation (for Marketing specialization students)
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New microsoft word document
Service quality aims to ensure customer satisfaction by managing business processes. SERVQUAL is a framework for measuring service quality across five key dimensions: reliability, assurance, tangibles, empathy and responsiveness. The SERVQUAL model identifies five "gaps" between customer expectations and perceptions: 1) not knowing customer expectations, 2) having the wrong service standards, 3) a gap in service delivery, 4) unmet communication of services, and 5) the difference between expected and perceived service quality. Addressing these gaps can help improve an organization's service quality.
Bimtech sm4a consumer expectations of service
The document discusses customer expectations of service and how to manage those expectations. There are three main types of customer expectations - minimum tolerable, acceptable, and desired/ideal. Acceptable expectations represent an adequate level of service while desired expectations are the customer's wishes. Customer expectations are influenced by personal needs, alternatives, past experiences, and situational factors. A company must understand customer expectations and the "zone of tolerance" around acceptable service levels to consistently meet and hopefully exceed expectations through reliable service and customer relationship management. Exceeding expectations can create loyal customers but also raises expectations over time.
Chapter 3- Service quality and productivity.pdf
Service quality is defined as meeting or exceeding customer expectations through high performance. SERVQUAL is a framework for measuring service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. There are five gaps between customer expectations and perceptions: 1) manager vs customer expectations, 2) standards vs expectations, 3) delivery vs standards, 4) promises vs delivery, 5) perceptions vs expectations. Strategies to close the gaps include improving communication between managers and customers, setting appropriate quality standards, ensuring delivery meets standards, aligning promises with capabilities, and consistently meeting expectations. Effective customer feedback uses a mix of tools to assess satisfaction, drive improvements and create a customer-centric culture.
Perceptions of the customers towards insurance companies in bangladesh a stud...
The document summarizes a presentation on perceptions of customers towards insurance companies in Bangladesh. It analyzes customer expectations and perceptions using the SERVQUAL model. Key findings include that customers prefer foreign private insurers due to reputation and experience. Recommendations include that insurers improve trustworthiness, marketing strategies, and expand branch networks to better meet customer expectations.
Service quality
This document discusses service quality and the SERVQUAL model. It defines service quality as an assessment of how well a delivered service meets a customer's expectations. The SERVQUAL model measures service quality across five dimensions: responsiveness, assurance, tangibles, empathy, and reliability. It also identifies five gaps that can cause poor service quality if not addressed: the knowledge gap, policy gap, delivery gap, communication gap, and customer gap. Closing these gaps is important for improving customer satisfaction and delivering high quality services.
A Study on the Customer Perceptions of Quality of Services of a Large Hospita...
This was my dissertation presentation for PGDM, at Institute of Management Technology, Ghaziabad.
I am not at liberty to disclose the name of the hospital due to ethical and legal reasons.
Thank you.
Dr. Mohit Saxena
drmnsaxena@gmail.com
Avinash kumar-131008015751-phpapp01
This document presents a framework for optimizing client expectations in project delivery. It defines key determinants of client expectations, including client outlook score, provider positioning, and execution quality. The framework assigns weights to these determinants and uses quantitative and qualitative analysis to calculate a client expectation ratio. This provides guidance to service providers on managing expectations across diverse clients and projects to ensure satisfaction and retention.
Avinash kumar
This document presents a framework for analyzing, measuring, managing, and optimizing client expectations. It defines key determinants of client expectations, including their perception of the service provider's capabilities and positioning relative to industry. It also provides metrics to measure client expectations and satisfaction. The framework assigns weights to determinants like provider positioning, execution quality, and qualitative factors to accurately reflect expected client satisfaction.
Recommended
New microsoft word document
Service quality aims to ensure customer satisfaction by managing business processes. SERVQUAL is a framework for measuring service quality across five key dimensions: reliability, assurance, tangibles, empathy and responsiveness. The SERVQUAL model identifies five "gaps" between customer expectations and perceptions: 1) not knowing customer expectations, 2) having the wrong service standards, 3) a gap in service delivery, 4) unmet communication of services, and 5) the difference between expected and perceived service quality. Addressing these gaps can help improve an organization's service quality.
Bimtech sm4a consumer expectations of service
The document discusses customer expectations of service and how to manage those expectations. There are three main types of customer expectations - minimum tolerable, acceptable, and desired/ideal. Acceptable expectations represent an adequate level of service while desired expectations are the customer's wishes. Customer expectations are influenced by personal needs, alternatives, past experiences, and situational factors. A company must understand customer expectations and the "zone of tolerance" around acceptable service levels to consistently meet and hopefully exceed expectations through reliable service and customer relationship management. Exceeding expectations can create loyal customers but also raises expectations over time.
Chapter 3- Service quality and productivity.pdf
Service quality is defined as meeting or exceeding customer expectations through high performance. SERVQUAL is a framework for measuring service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. There are five gaps between customer expectations and perceptions: 1) manager vs customer expectations, 2) standards vs expectations, 3) delivery vs standards, 4) promises vs delivery, 5) perceptions vs expectations. Strategies to close the gaps include improving communication between managers and customers, setting appropriate quality standards, ensuring delivery meets standards, aligning promises with capabilities, and consistently meeting expectations. Effective customer feedback uses a mix of tools to assess satisfaction, drive improvements and create a customer-centric culture.
Perceptions of the customers towards insurance companies in bangladesh a stud...
The document summarizes a presentation on perceptions of customers towards insurance companies in Bangladesh. It analyzes customer expectations and perceptions using the SERVQUAL model. Key findings include that customers prefer foreign private insurers due to reputation and experience. Recommendations include that insurers improve trustworthiness, marketing strategies, and expand branch networks to better meet customer expectations.
Service quality
This document discusses service quality and the SERVQUAL model. It defines service quality as an assessment of how well a delivered service meets a customer's expectations. The SERVQUAL model measures service quality across five dimensions: responsiveness, assurance, tangibles, empathy, and reliability. It also identifies five gaps that can cause poor service quality if not addressed: the knowledge gap, policy gap, delivery gap, communication gap, and customer gap. Closing these gaps is important for improving customer satisfaction and delivering high quality services.
A Study on the Customer Perceptions of Quality of Services of a Large Hospita...
This was my dissertation presentation for PGDM, at Institute of Management Technology, Ghaziabad.
I am not at liberty to disclose the name of the hospital due to ethical and legal reasons.
Thank you.
Dr. Mohit Saxena
drmnsaxena@gmail.com
Avinash kumar-131008015751-phpapp01
This document presents a framework for optimizing client expectations in project delivery. It defines key determinants of client expectations, including client outlook score, provider positioning, and execution quality. The framework assigns weights to these determinants and uses quantitative and qualitative analysis to calculate a client expectation ratio. This provides guidance to service providers on managing expectations across diverse clients and projects to ensure satisfaction and retention.
Avinash kumar
This document presents a framework for analyzing, measuring, managing, and optimizing client expectations. It defines key determinants of client expectations, including their perception of the service provider's capabilities and positioning relative to industry. It also provides metrics to measure client expectations and satisfaction. The framework assigns weights to determinants like provider positioning, execution quality, and qualitative factors to accurately reflect expected client satisfaction.
Customers Expectation of a Service
Customer expectations are beliefs about a service that act as standards against which performance is judged. There are different types of expectations including ideal, normative, experience-based, and minimum tolerance levels. Marketers should be aware of factors that influence expectations like perceived alternatives, word-of-mouth, and past experiences. To manage expectations, companies should understand what customers will accept as adequate service and aim to meet or exceed expectations through consistent, high-quality performance.
Promise and deliver
Setting proper expectations is crucial for satisfaction in refractive surgery. At the corporate level, unmet expectations can cause investors to lose confidence and stock prices to drop. For doctors, not meeting expectations can lead to lower procedural volumes and unhappiness. Patients are less satisfied if their expectations for outcomes or treatment are not fulfilled, potentially damaging word-of-mouth. Properly managing expectations at each touchpoint, from advertising to post-op care, is key to exceeding expectations and gaining loyal, satisfied customers.
Running Head BECOMING A BETTER PRACTITIONER .docx
Running Head: BECOMING A BETTER PRACTITIONER 1
BECOMING A BETTER PRACTITIONER
2
Becoming a Better Practitioner II
Diana Carter
University of South Carolina
Practice Setting and Role:
WellPartners provide a complete range of Vision care, free comprehensive eye care, vision exams, prescriptions, eyeglasses, dilation, glaucoma screening, refraction, retinal photography and visual field ex. My role as an intern is to administer the initial assessment and assist with the procedures of services rendered with the patients, from vision exams to the actual customer satisfaction survey.
Client System Description:
Our Adult non-profit clinic provides free eye care to residents of Fairfield, Lexington and Richland counties, 18 years or older with South Carolina driver’s license or ID, low income (≤ 200% of poverty level) and no vision insurance.
Customer Satisfaction As a practitioner my focus is on the effects produced on the people we serve. For instance, the result of a training program might be the number of graduates who get a job and keep it for a particular period. Seeing the outcome is a way to create avenues for excellent customer service. Measuring outcomes requires a bigger commitment of time and resources, while impacts are what we hopes for, positive outcomes are what we work for.
A viable measurement tools/approaches to assess your goal.
Customer Satisfaction (CSAT)
CSAT measures customer satisfaction with a specific experience. A single question typically determines: How would you rate your overall satisfaction with the service you received?
Description of measure - CSAT score is the sum of respondents that answered somewhat or very satisfied. The higher the number the higher your customer satisfaction will be. The CSAT would you rate patients experience with using 5 unit scales consisting of Very unsatisfied / unsatisfied / Neutral / Satisfied / Very satisfied. CSAT reflects content validity: This is related to our ability to create questions that reflect the issues we are researching and make sure that key related subjects are not excluded. Reliability is reflected with CSAT concerned with the consistency of our measurement, that’s the degree to which the questions used in a survey elicit the same type of information each time they are used under the same conditions.
Who? The clinical director or the intern will administer the survey/tool.
What? CSAT stands for Customer Satisfaction. The metric measures how a customer feels about a specific service.
Where? The survey will be administered in theprivate waiting area in Clinic
When? The survey/tool will be administered at the end of services rendered/termination. (2weeks process)
Reference
Braunsberger, K., & Ga ...
Servqual model
This document discusses the SERVQUAL model, which is a framework for measuring service quality. It was developed in the 1980s and measures service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. The document explains the five gaps in service quality as identified by the SERVQUAL model and provides examples. It also discusses criticisms of the model and how organizations can use it to measure customer expectations and perceptions over time to improve service quality.
7 Sm Gaps Model
The Gaps Model proposes that there are 5 gaps between a customer's expected service and their perceived service. Gap 1 is between customer expectations and a company's understanding of those expectations. Gap 2 is between a company's understanding and their service design standards. Gap 3 is between service standards and actual service delivery. Gap 4 is between a company's marketing communications and the service delivered. Gap 5 is between customer expectations and their perceptions of the service received. More recently, 2 additional gaps were proposed regarding employees' perceptions of customer expectations.
4362ch10 Sp10
Building customer loyalty requires delivering superior quality and customer experience to meet or exceed expectations, as loyal customers are less expensive to serve and more likely to refer others. There are five key dimensions of service quality - reliability, responsiveness, assurance, empathy, and tangibles - against which customers evaluate their experiences. Companies need to understand and close gaps between customer expectations, company perceptions of expectations, service design and delivery to consistently provide a quality experience within customers' zone of tolerance.
Service quality
Service quality is the conformance of service provider's service delivery and the promised communication. SERVQUAL is tool in measuring service quality. Customer defined standards of service delivery are to be understood in order to make customer satisfied by the service delivered.
Running head SERVICE QUALITY IMPROVEMENT .docx
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project – Week Two
Chris Davey
BUS 642
Instructor Kurt Diesch
July 6, 2015
Abstract
Service quality improvement has been a critical issue to most business settings, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services and undermining the best methods to offer their customers with quality services. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Customers view value as the as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services which are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor (Loshin, 2011).
This research will help to identify and quantify the relationship between service quality and profits. The profit resulting from improved quality can be determined if the expenditure on the service quality can be ascertained. Quality would need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them to provide the best quality of service (Hernon, 2011). In short, the research paper will examine the service quality –profit link with different measures of service quality being examined by the customers for feedback. The information will be used to determine the best measure for quality and what the profit driver is.
Introduction
Service quality is defined as the difference between customer competence and expectation compared with other dimensions used to measure quality. There are several measures that can be used to evaluate the quality of service by the customer. These are service accessibility, courtesy, reliability, security, competence, credibility, tangibles, responsiveness, communication and understanding of the customer needs. Zeithaml, Parasuraman, and Berry proposed a service quality scale (SERVQUAL), a generic instrument that has 5 areas of service that have a high correlation. Tangibles, responsiveness, empathy, reliability and assurance have been used (Zeithaml & Bitner, 2003)
The model has been used widely to measure customer satisfaction and customer prefe.
5 Understanding Customer Needs
The document discusses key concepts for understanding customer needs and delivering excellent customer service. It describes how customer expectations are formed based on past experiences and how companies can exceed expectations to increase customer satisfaction. It emphasizes the importance of understanding customer needs, being customer-centered, and delivering superior value in order to build credibility and a good reputation.
Customer expectation
This document discusses customer service expectations and how to manage them. It defines customer expectations as beliefs about service delivery that serve as standards against which performance is judged. There are different types of expectations including desired, adequate, and minimum tolerable levels. Factors that influence expectations are discussed, such as internal customer factors, external situational factors, and supplier controlled factors like advertising and pricing. The document provides strategies for managing expectations during the pre-purchase, service encounter, and post-purchase phases. It also discusses how exceeding customer expectations through approaches like building customer relationships and underpromising can help delight customers.
Presentation1
Service quality dimensions are important factors to consider in marketing services like hospitality, entertainment, restaurants, and insurance. There are five key dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The service quality model identifies five gaps between customer expectations and perceptions: 1) differences in management and customer expectations, 2) differences between management perceptions and service specifications, 3) differences between specifications and service delivery, 4) differences between communications and delivery, and 5) differences between expected and experienced service. Managing these gaps is important for customer satisfaction.
Service Purchase Model.pptx
This document discusses a purchase model for services and factors that influence customer expectations. It outlines three phases of service purchase: pre-purchase, service encounter, and post-purchase. In the pre-purchase phase, internal factors like needs/wants, external factors like alternatives, and perceived risk influence decision making. During the service encounter, factors like role theory and service personnel impact quality. In post-purchase, customers evaluate quality, satisfaction, and future behavior. The document also discusses how customer expectations are bounded by a desired level and adequate level, with a zone of tolerance in between. Personal needs, service intensifiers, alternatives, and situational factors shape these expectation levels.
Mkt - achieving service recovery and obtaining customer feedback
1) Service recovery occurs when an organization addresses a customer problem following a service failure to regain trust.
2) Common causes of service failures include human, organizational, and customer factors.
3) Effective service recovery through complaint resolution can increase customer loyalty and advocacy. Gathering customer feedback is important for continuous service improvement.
11.application of servqual model in customer service of mobile operators
This document summarizes a study that applied the SERVQUAL model to evaluate customer service quality in the mobile operator industry in Bangladesh. The SERVQUAL model measures service quality as the gap between customer expectations and perceptions. The study collected data through surveys assessing customer perceptions on four SERVQUAL dimensions: tangibles, reliability, responsiveness, and empathy. Statistical tests found significant gaps between expectations and perceptions on all four dimensions, indicating that customer service is not meeting customer satisfaction in Bangladesh mobile operators. The study concludes with recommendations to minimize these gaps and improve customer satisfaction.
Application of servqual model in customer service of mobile operators
This document summarizes a study that applied the SERVQUAL model to measure customer perceptions of service quality in the mobile operator industry in Bangladesh. The SERVQUAL model identifies five key dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy. The study collected data through customer surveys measuring these five dimensions. It hypothesized and found significant gaps between customer expectations and perceptions for four of the dimensions. The study concludes mobile operators in Bangladesh are not meeting customer satisfaction and need to take steps to minimize these gaps.
Gapsmodel
The document describes the Gaps Model of Service Quality developed by Dr. Shahaida P. The model identifies four key gaps that can occur between a customer's expected service and their perceived service. The first gap is the customer gap, which is the difference between a customer's expectations and perceptions. The other three are provider gaps: Gap 1 occurs when a company does not understand customer expectations. Gap 2 occurs when a company does not have the proper service designs/standards. Gap 3 occurs when the service delivered does not meet standards. Gap 4 occurs when external communications do not match actual performance. The document outlines factors that can contribute to each of the four gaps.
Getting deep insight of service quality models
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
Poo
Customer satisfaction is a key business metric that measures how well a company's products and services meet or exceed customer expectations. It is seen as an important factor for business success and a key differentiator in competitive markets. High performing businesses have developed strategies to achieve high levels of customer satisfaction among customers. This paper proposes applying customer satisfaction strategies to improve public services for vulnerable communities and empower residents by allowing them a voice in decisions about available services.
Customer expectation
Customer expectations have evolved over time from primarily expecting quality service and fair pricing to now expecting more proactive service, personalized experiences, and around-the-clock availability via digital channels. Understanding customer expectations is crucial for customer service because service is judged based on whether expectations are met, exceeded, or not met. Businesses must seek to understand evolving customer expectations in order to deliver service that meets or exceeds what customers now anticipate.
How can we improve service quality
The document discusses factors that influence customer satisfaction and loyalty in service quality. It identifies five key determinants of service quality: delivering the promised service accurately and reliably, being willing to help customers, conveying trust to customers, providing individualized attention to customers, and having appropriate physical facilities, equipment and personnel. It also notes that exceeding customer expectations is important for delighting customers but that expectations can be affected by various issues like incorrectly perceiving customer wants, poor performance, unprofessional employees, and consumer misperceptions.
Service Marketing with Dr. Gopal Thapa, Tribhuvan University
Service Marketing with Dr. Gopal Thapa. Meaning, nature and types of services
product classification and product life cycle
The document discusses different types of products and services. It defines a product as anything that can satisfy a want or need, including physical goods, services, ideas, events and more. Products are classified based on factors like durability, tangibility and consumer versus industrial use. Consumer products are further broken down into convenience goods, shopping goods, specialty goods and unsought goods. The four main stages of a product life cycle are also summarized: introduction, growth, maturity, and decline.
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Similar to Dr. Gopal Thapa's service Marketing Service Expectation.ppt
Customers Expectation of a Service
Customer expectations are beliefs about a service that act as standards against which performance is judged. There are different types of expectations including ideal, normative, experience-based, and minimum tolerance levels. Marketers should be aware of factors that influence expectations like perceived alternatives, word-of-mouth, and past experiences. To manage expectations, companies should understand what customers will accept as adequate service and aim to meet or exceed expectations through consistent, high-quality performance.
Promise and deliver
Setting proper expectations is crucial for satisfaction in refractive surgery. At the corporate level, unmet expectations can cause investors to lose confidence and stock prices to drop. For doctors, not meeting expectations can lead to lower procedural volumes and unhappiness. Patients are less satisfied if their expectations for outcomes or treatment are not fulfilled, potentially damaging word-of-mouth. Properly managing expectations at each touchpoint, from advertising to post-op care, is key to exceeding expectations and gaining loyal, satisfied customers.
Running Head BECOMING A BETTER PRACTITIONER .docx
Running Head: BECOMING A BETTER PRACTITIONER 1
BECOMING A BETTER PRACTITIONER
2
Becoming a Better Practitioner II
Diana Carter
University of South Carolina
Practice Setting and Role:
WellPartners provide a complete range of Vision care, free comprehensive eye care, vision exams, prescriptions, eyeglasses, dilation, glaucoma screening, refraction, retinal photography and visual field ex. My role as an intern is to administer the initial assessment and assist with the procedures of services rendered with the patients, from vision exams to the actual customer satisfaction survey.
Client System Description:
Our Adult non-profit clinic provides free eye care to residents of Fairfield, Lexington and Richland counties, 18 years or older with South Carolina driver’s license or ID, low income (≤ 200% of poverty level) and no vision insurance.
Customer Satisfaction As a practitioner my focus is on the effects produced on the people we serve. For instance, the result of a training program might be the number of graduates who get a job and keep it for a particular period. Seeing the outcome is a way to create avenues for excellent customer service. Measuring outcomes requires a bigger commitment of time and resources, while impacts are what we hopes for, positive outcomes are what we work for.
A viable measurement tools/approaches to assess your goal.
Customer Satisfaction (CSAT)
CSAT measures customer satisfaction with a specific experience. A single question typically determines: How would you rate your overall satisfaction with the service you received?
Description of measure - CSAT score is the sum of respondents that answered somewhat or very satisfied. The higher the number the higher your customer satisfaction will be. The CSAT would you rate patients experience with using 5 unit scales consisting of Very unsatisfied / unsatisfied / Neutral / Satisfied / Very satisfied. CSAT reflects content validity: This is related to our ability to create questions that reflect the issues we are researching and make sure that key related subjects are not excluded. Reliability is reflected with CSAT concerned with the consistency of our measurement, that’s the degree to which the questions used in a survey elicit the same type of information each time they are used under the same conditions.
Who? The clinical director or the intern will administer the survey/tool.
What? CSAT stands for Customer Satisfaction. The metric measures how a customer feels about a specific service.
Where? The survey will be administered in theprivate waiting area in Clinic
When? The survey/tool will be administered at the end of services rendered/termination. (2weeks process)
Reference
Braunsberger, K., & Ga ...
Servqual model
This document discusses the SERVQUAL model, which is a framework for measuring service quality. It was developed in the 1980s and measures service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. The document explains the five gaps in service quality as identified by the SERVQUAL model and provides examples. It also discusses criticisms of the model and how organizations can use it to measure customer expectations and perceptions over time to improve service quality.
7 Sm Gaps Model
The Gaps Model proposes that there are 5 gaps between a customer's expected service and their perceived service. Gap 1 is between customer expectations and a company's understanding of those expectations. Gap 2 is between a company's understanding and their service design standards. Gap 3 is between service standards and actual service delivery. Gap 4 is between a company's marketing communications and the service delivered. Gap 5 is between customer expectations and their perceptions of the service received. More recently, 2 additional gaps were proposed regarding employees' perceptions of customer expectations.
4362ch10 Sp10
Building customer loyalty requires delivering superior quality and customer experience to meet or exceed expectations, as loyal customers are less expensive to serve and more likely to refer others. There are five key dimensions of service quality - reliability, responsiveness, assurance, empathy, and tangibles - against which customers evaluate their experiences. Companies need to understand and close gaps between customer expectations, company perceptions of expectations, service design and delivery to consistently provide a quality experience within customers' zone of tolerance.
Service quality
Service quality is the conformance of service provider's service delivery and the promised communication. SERVQUAL is tool in measuring service quality. Customer defined standards of service delivery are to be understood in order to make customer satisfied by the service delivered.
Running head SERVICE QUALITY IMPROVEMENT .docx
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project – Week Two
Chris Davey
BUS 642
Instructor Kurt Diesch
July 6, 2015
Abstract
Service quality improvement has been a critical issue to most business settings, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services and undermining the best methods to offer their customers with quality services. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Customers view value as the as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services which are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor (Loshin, 2011).
This research will help to identify and quantify the relationship between service quality and profits. The profit resulting from improved quality can be determined if the expenditure on the service quality can be ascertained. Quality would need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them to provide the best quality of service (Hernon, 2011). In short, the research paper will examine the service quality –profit link with different measures of service quality being examined by the customers for feedback. The information will be used to determine the best measure for quality and what the profit driver is.
Introduction
Service quality is defined as the difference between customer competence and expectation compared with other dimensions used to measure quality. There are several measures that can be used to evaluate the quality of service by the customer. These are service accessibility, courtesy, reliability, security, competence, credibility, tangibles, responsiveness, communication and understanding of the customer needs. Zeithaml, Parasuraman, and Berry proposed a service quality scale (SERVQUAL), a generic instrument that has 5 areas of service that have a high correlation. Tangibles, responsiveness, empathy, reliability and assurance have been used (Zeithaml & Bitner, 2003)
The model has been used widely to measure customer satisfaction and customer prefe.
5 Understanding Customer Needs
The document discusses key concepts for understanding customer needs and delivering excellent customer service. It describes how customer expectations are formed based on past experiences and how companies can exceed expectations to increase customer satisfaction. It emphasizes the importance of understanding customer needs, being customer-centered, and delivering superior value in order to build credibility and a good reputation.
Customer expectation
This document discusses customer service expectations and how to manage them. It defines customer expectations as beliefs about service delivery that serve as standards against which performance is judged. There are different types of expectations including desired, adequate, and minimum tolerable levels. Factors that influence expectations are discussed, such as internal customer factors, external situational factors, and supplier controlled factors like advertising and pricing. The document provides strategies for managing expectations during the pre-purchase, service encounter, and post-purchase phases. It also discusses how exceeding customer expectations through approaches like building customer relationships and underpromising can help delight customers.
Presentation1
Service quality dimensions are important factors to consider in marketing services like hospitality, entertainment, restaurants, and insurance. There are five key dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The service quality model identifies five gaps between customer expectations and perceptions: 1) differences in management and customer expectations, 2) differences between management perceptions and service specifications, 3) differences between specifications and service delivery, 4) differences between communications and delivery, and 5) differences between expected and experienced service. Managing these gaps is important for customer satisfaction.
Service Purchase Model.pptx
This document discusses a purchase model for services and factors that influence customer expectations. It outlines three phases of service purchase: pre-purchase, service encounter, and post-purchase. In the pre-purchase phase, internal factors like needs/wants, external factors like alternatives, and perceived risk influence decision making. During the service encounter, factors like role theory and service personnel impact quality. In post-purchase, customers evaluate quality, satisfaction, and future behavior. The document also discusses how customer expectations are bounded by a desired level and adequate level, with a zone of tolerance in between. Personal needs, service intensifiers, alternatives, and situational factors shape these expectation levels.
Mkt - achieving service recovery and obtaining customer feedback
1) Service recovery occurs when an organization addresses a customer problem following a service failure to regain trust.
2) Common causes of service failures include human, organizational, and customer factors.
3) Effective service recovery through complaint resolution can increase customer loyalty and advocacy. Gathering customer feedback is important for continuous service improvement.
11.application of servqual model in customer service of mobile operators
This document summarizes a study that applied the SERVQUAL model to evaluate customer service quality in the mobile operator industry in Bangladesh. The SERVQUAL model measures service quality as the gap between customer expectations and perceptions. The study collected data through surveys assessing customer perceptions on four SERVQUAL dimensions: tangibles, reliability, responsiveness, and empathy. Statistical tests found significant gaps between expectations and perceptions on all four dimensions, indicating that customer service is not meeting customer satisfaction in Bangladesh mobile operators. The study concludes with recommendations to minimize these gaps and improve customer satisfaction.
Application of servqual model in customer service of mobile operators
This document summarizes a study that applied the SERVQUAL model to measure customer perceptions of service quality in the mobile operator industry in Bangladesh. The SERVQUAL model identifies five key dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy. The study collected data through customer surveys measuring these five dimensions. It hypothesized and found significant gaps between customer expectations and perceptions for four of the dimensions. The study concludes mobile operators in Bangladesh are not meeting customer satisfaction and need to take steps to minimize these gaps.
Gapsmodel
The document describes the Gaps Model of Service Quality developed by Dr. Shahaida P. The model identifies four key gaps that can occur between a customer's expected service and their perceived service. The first gap is the customer gap, which is the difference between a customer's expectations and perceptions. The other three are provider gaps: Gap 1 occurs when a company does not understand customer expectations. Gap 2 occurs when a company does not have the proper service designs/standards. Gap 3 occurs when the service delivered does not meet standards. Gap 4 occurs when external communications do not match actual performance. The document outlines factors that can contribute to each of the four gaps.
Getting deep insight of service quality models
Customer satisfaction is the only way to remain in business for the entrepreneurs. Service quality is the weapon in the hands of businessman by which they can retain the customers. Service quality is a crucial factor for the success of the business firm; if the service provider is rightly aware about the different dimensions of the service quality then it is easy to make the customers satisfied. The present paper makes
an attempt to discuss the various service quality models with reference to pertinent literature.
Poo
Customer satisfaction is a key business metric that measures how well a company's products and services meet or exceed customer expectations. It is seen as an important factor for business success and a key differentiator in competitive markets. High performing businesses have developed strategies to achieve high levels of customer satisfaction among customers. This paper proposes applying customer satisfaction strategies to improve public services for vulnerable communities and empower residents by allowing them a voice in decisions about available services.
Customer expectation
Customer expectations have evolved over time from primarily expecting quality service and fair pricing to now expecting more proactive service, personalized experiences, and around-the-clock availability via digital channels. Understanding customer expectations is crucial for customer service because service is judged based on whether expectations are met, exceeded, or not met. Businesses must seek to understand evolving customer expectations in order to deliver service that meets or exceeds what customers now anticipate.
How can we improve service quality
The document discusses factors that influence customer satisfaction and loyalty in service quality. It identifies five key determinants of service quality: delivering the promised service accurately and reliably, being willing to help customers, conveying trust to customers, providing individualized attention to customers, and having appropriate physical facilities, equipment and personnel. It also notes that exceeding customer expectations is important for delighting customers but that expectations can be affected by various issues like incorrectly perceiving customer wants, poor performance, unprofessional employees, and consumer misperceptions.
Similar to Dr. Gopal Thapa's service Marketing Service Expectation.ppt (20)
Mkt - achieving service recovery and obtaining customer feedback
Mkt - achieving service recovery and obtaining customer feedback
11.application of servqual model in customer service of mobile operators
11.application of servqual model in customer service of mobile operators
Application of servqual model in customer service of mobile operators
Application of servqual model in customer service of mobile operators
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Service Marketing with Dr. Gopal Thapa, Tribhuvan University
Service Marketing with Dr. Gopal Thapa. Meaning, nature and types of services
product classification and product life cycle
The document discusses different types of products and services. It defines a product as anything that can satisfy a want or need, including physical goods, services, ideas, events and more. Products are classified based on factors like durability, tangibility and consumer versus industrial use. Consumer products are further broken down into convenience goods, shopping goods, specialty goods and unsought goods. The four main stages of a product life cycle are also summarized: introduction, growth, maturity, and decline.
Project Report Writing : Dr. Gopal Thapa Nepal Commerce Campus
This document provides guidelines for writing a project report for a 4th year BBS degree at Tribhuvan University in Nepal. It outlines the steps, including selecting an organization and business units to study, collecting and analyzing data, and preparing the report in a prescribed format. The report should have 3 parts - preliminary matter, body, and back matter. It provides details on the content and formatting of each section, such as using Times New Roman font, 1.5 line spacing, and including components like the title page, declaration, and bibliography. The guidelines recommend the report be 8,000-10,000 words excluding preliminary materials and appendices.
Management Education in Nepal.ppt With Dr. Gopal Thapa
The document discusses the history and development of management education in Nepal. It outlines that Tri Chandra College was established in 1918 and first offered an Intermediate degree in Commerce in 1954. Tribhuvan University, the largest public university in Nepal, was established in 1959. Within Tribhuvan University, the Faculty of Management was created in 1973 and oversees bachelor's, master's and PhD programs in business administration and public administration. The Bachelor of Business Management (BBM) program, introduced more recently, aims to train aspiring business leaders through modern courses and greater flexibility compared to older programs like the Bachelor of Business Administration (BBA).
Pricing in Retailing (Retail Management With Dr. Gopal Thapa
Pricing in Retailing : For MBA Marketing Specialization. Retail Pricing with Dr. Gopal Thapa, Tribhuvan University
Positivism.ppt
The document discusses the research paradigms of positivism and interpretivism. Positivism relies on quantitative methods and objective facts, viewing society as external forces that dictate human behavior. Interpretivism relies on qualitative methods and subjective meanings, viewing humans as shaping behavior through perceptions. A mixed-methods approach combines these paradigms to avoid their individual limitations.
Leadership.ppt
The document discusses leadership styles and theories. It defines leadership and describes several leadership styles including autocratic, democratic, and laissez-faire. It also summarizes several theories of leadership including trait approach, behavioral approach, situational approach, Fiedler's contingency theory, Hersey-Blanchard situational theory, and path-goal theory. The document provides an overview of leadership concepts for educational purposes.
Introduction to Marketing Management.ppt
This document provides an introduction to marketing management. It defines key marketing concepts like markets, the marketing mix, and different philosophies of marketing. It discusses how marketing creates value for customers to build relationships. The goal of marketing management is to capture value from customers through customer loyalty, retention, share of customer, and customer equity. Marketers must classify customers into groups based on profitability and loyalty in order to implement the right relationship strategies for each group.
ob.ppt
This document discusses organizational behavior and the changing nature of work. It defines organizational behavior as the understanding, prediction, and management of human behavior in organizations. It also describes how the nature of work is changing, with a shift to a knowledge and service-based economy, increased automation, decentralized decision-making, and more flexible and remote work arrangements. The key elements of organizational behavior are identified as people, structure, technology, and environment.
organizational behavior.ppt
This document provides an overview of organizational behavior. It defines organizational behavior as the study of understanding, predicting, and managing human behavior in organizations. The key elements that influence organizational behavior are people, structure, technology, and the environment. Organizational behavior draws from multiple disciplines including psychology, sociology, social psychology, anthropology, political science, and economics. It can be examined at the individual, group, and organizational levels of analysis. The goal of organizational behavior is to improve individual, group, and organizational performance and effectiveness.
Organizational development.ppt
Organizational development is a science-based process that helps organizations change and improve their effectiveness. It involves developing strategies, structures, and processes to build an organization's capacity for change. Organizational development is needed in today's volatile, uncertain, complex, and ambiguous world to ensure organizations can constantly change. It is a planned process of change and improvement through applying knowledge of behavioral science. The main stakeholders in organizational development are internal groups like management and employees, and external groups like customers, investors, and communities.
Consumerism and Ethics in Retailing.ppt
The document discusses three main topics related to consumerism and ethics in retailing: consumerism, corporate social responsibility, and ethics. It provides information on how consumerism involves organized group pressure to protect and benefit consumers. Corporate social responsibility means a firm conducts business in the interest of society as well as its own interests. Ethics in business involves personal decisions on moral principles and values linked to an organization's culture. The document also examines issues like criticism of how some companies exploit workers and environmental impacts.
brand extension.ppt
There are three ways for a firm to brand a new product: a new brand, an existing brand, or a combination. A brand extension uses an established brand name for a new product, which can be a line extension targeting a new market segment or a category extension entering a new product category. The existing brand is called the parent brand. Multiple extensions form a family brand. Brand extensions can benefit from the parent brand's image while reducing new product costs, but they risk confusing consumers, retailer resistance, failing and hurting the parent brand, or succeeding but reducing sales or identification of the parent brand.
Retail promotion.ppt
The document discusses retail communication and promotion. It describes the objectives of retail promotion as influencing consumer behavior to increase store loyalty and sales. It outlines SMARRTT objectives for promotion, which are specific, measurable, achievable, realistic, relevant, targeted and timed. The document then covers various promotion methods including advertising, sales promotion, public relations, and personal selling. It discusses push and pull strategies and relationship marketing approaches. The effectiveness of the major promotional methods is also addressed.
Retail pricing for bba 8th.ppt
The document discusses retail pricing and factors that influence pricing decisions. It covers key concepts like price sensitivity, elasticity, and factors that affect consumer price sensitivity. It also outlines different approaches to retail pricing, such as cost-oriented and demand-oriented pricing strategies. Finally, it examines the relationship between price, quality, and consumer perceptions of value in retail settings.
Retail distribution.ppt
This document discusses retail distribution and supply chain management. It describes the different flows that occur in distribution channels, including physical, ownership, service, information, payment, and promotion flows. It also outlines the traditional supply chain for retail products from manufacturer to consumer. Key aspects of retail logistics are explained, such as managing inventory, transport, storage, and order fulfillment in a cost-effective manner to maximize profitability. The total costs involved in distribution, including transport, facilities, inventory, and other costs, are also summarized.
Retail marketing mix.ppt
This document discusses the retail marketing mix. It explains that the marketing mix consists of the 4 Ps - product, price, place, promotion. For retail services, there are additional factors - people, process, and physical evidence. The document then focuses on the retail product, breaking it down into various components including service, quality, merchandise, brand name, features/benefits, and atmospherics. It provides details on measuring service quality and the use of atmospherics to create special emotional effects that enhance the likelihood of purchases.
Retail service.ppt
The document discusses service quality and management in retailing. It outlines different types of retail transactions that can involve merchandise, services, or a combination. It also describes approaches to service quality management, including the product-attribute and consumer-oriented approaches. A key model discussed is the Gronroos model of perceived quality, which separates technical and functional quality dimensions. The document also covers topics like service characteristics, models of service quality gaps, implementing service management, quality auditing, benchmarking, and effective service recovery.
Retail Management.ppt
This document discusses the concept of retailing. It defines retailers as middlemen who deal directly with customers and link producers and customers through small transactions where they take title of goods. Retailers buy goods from wholesalers to resell through various in-store and non-store methods. The document also discusses different types of retailers, characteristics of retailing, factors influencing retail change, and the relationship between retailing and marketing.
Merchandise management.ppt
This document discusses merchandise management. Merchandise management involves planning and implementing the acquisition, handling, and monitoring of merchandise categories for a retail organization. It focuses on planning and controlling inventories by balancing financial requirements with purchasing strategies. Effective merchandise management requires competent decisions about what to buy, how much, and when, as well as acquiring merchandise from wholesalers or manufacturers and handling it properly. Inventory levels must be planned and calculated using various methods to ensure adequate availability and returns.
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Service Marketing with Dr. Gopal Thapa, Tribhuvan University
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Learn how to optimize website projects, leverage SEO tactics effectively, and implement product-led marketing approaches for enhanced digital presence and ROI.
This session is your key to unlocking the secrets of successful digital marketing campaigns and maximizing your business's online potential.
Actionable tactics you can apply after this session:
- Streamlined Website Management: Discover techniques to streamline website development, manage day-to-day operations efficiently, and ensure smooth project execution.
- Effective SEO Practices: Gain valuable insights into optimizing your website for search engines, improving visibility, and driving organic traffic to your digital assets.
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Don't miss out on this opportunity to elevate your digital marketing game and achieve tangible results!
What Software is Used in Marketing in 2024.
This paper explores the diverse landscape of marketing software, examining its pivotal role in modern marketing strategies. It provides a comprehensive overview of various types of marketing software tools and platforms essential for enhancing efficiency, optimizing campaigns, and achieving business objectives. Key categories discussed include email marketing software, social media management tools, content management systems (CMS), customer relationship management (CRM) software, search engine optimization (SEO) tools, and marketing automation platforms.
The paper delves into the functionalities, benefits, and examples of each type of software, highlighting their unique contributions to effective marketing practices. It explores the importance of integration and automation in maximizing the impact of these tools, addressing challenges and strategies for seamless implementation across different marketing channels.
Furthermore, the paper examines emerging trends in marketing software, such as AI and machine learning applications, personalization strategies, predictive analytics, and the ethical considerations surrounding data privacy and consumer rights. Case studies illustrate real-world applications and success stories of businesses leveraging marketing software to achieve significant outcomes in their marketing campaigns.
In conclusion, this paper provides valuable insights into the evolving landscape of marketing technology, emphasizing the transformative potential of software solutions in driving innovation, efficiency, and competitive advantage in today's dynamic marketplace.
This description outlines the scope, structure, and focus of the paper, giving readers a clear understanding of what to expect and why the topic of marketing software is important and relevant in contemporary marketing practices.
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From Hope to Despair The Top 10 Reasons Businesses Ditch SEO Tactics.pptx
From Hope to Despair: The Top 10 Reasons Businesses Ditch SEO Tactics
Are you tired of seeing your business's online visibility plummet from hope to despair? When it comes to SEO tactics, many businesses find themselves grappling with challenges that lead them to abandon their strategies altogether. In a digital landscape that's constantly evolving, staying on top of SEO best practices is crucial to maintaining a competitive edge.
In this blog, we delve deep into the top 10 reasons why businesses ditch SEO tactics, uncovering the pain points that may resonate with you:
1. Algorithm Changes: The ever-changing algorithms can leave businesses feeling like they're chasing a moving target. Search engines like Google frequently update their algorithms to improve user experience and provide more relevant search results. However, these updates can significantly impact your website's visibility and ranking if you're not prepared.
2. Lack of Results: Investing time and resources without seeing tangible results can be disheartening. The absence of immediate results often leads businesses to lose faith in their SEO strategies. It's important to remember that SEO is a long-term game that requires patience and consistent effort.
3. Technical Challenges: From site speed issues to complex metadata implementation, technical hurdles can be daunting. Overcoming these challenges is crucial for SEO success, as technical issues can hinder your website's performance and user experience.
4. Keyword Competition: Fierce competition for top keywords can make it hard to rank effectively. Businesses often struggle to find the right balance between targeting high-traffic keywords and finding less competitive, niche keywords that can still drive significant traffic.
5. Lack of Understanding of SEO Basics: Many businesses dive into the complex world of SEO without fully grasping the fundamental principles. This lack of understanding can lead to several issues:
Keyword Awareness: Failing to recognize the importance of keyword research and targeting the right keywords in content.
On-Page Optimization: Ignorance regarding crucial on-page elements such as meta tags, headers, and content structure.
Technical SEO Best Practices: Overlooking essential aspects like site speed, mobile responsiveness, and crawlability.
Backlinks: Not understanding the value of high-quality backlinks from reputable sources.
Analytics: Failing to track and analyze data prevents businesses from optimizing their SEO efforts effectively.
6. Unrealistic Expectations and Timeframe: Entrepreneurs often fall prey to the allure of quick fixes and overnight success. Unrealistic expectations can overshadow the reality of the time and effort needed to see tangible results in the highly competitive digital landscape. SEO is a long-term strategy, and setting realistic goals is crucial for success.
#SEO #DigitalMarketing #BusinessGrowth #OnlineVisibility #SEOChallenges #BostonSEO
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Conferences like DigiMarCon provide ample opportunities to improve our own marketing programs by learning from others. But just because everyone is jumping on board with the latest idea/tool/metric doesn’t mean it works – or does it? This session will examine the value of today’s hottest digital marketing topics – including AI, paid ads, and social metrics – and the truth about what these shiny objects might be distracting you from.
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- *Competitor Analysis:* Conducted in-depth competitor analysis to identify market position and differentiation opportunities.
- *Target Audience:* Defined and segmented the target audience to tailor brand messages effectively.
- *Brand Strategy:* Developed a detailed brand strategy to enhance market presence and appeal.
- *Brand Perception:* Analyzed and shaped the brand perception to align with luxury and heritage values.
- *Brand Ladder:* Created a brand ladder to outline the brand's core values, benefits, and attributes.
- *Brand Architecture:* Established a cohesive brand architecture to ensure consistency across all brand touchpoints.
This project helped me gain practical experience in brand strategy, from research and analysis to strategic planning and implementation.
Pillar-Based Marketing Master Class - Ryan Brock
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In this humorous and data-heavy Master Class, join us in a joyous celebration of life honoring the long list of SEO tactics and concepts we lost this year. Remember fondly the beautiful time you shared with defunct ideas like link building, keyword cannibalization, search volume as a value indicator, and even our most cherished of friends: the funnel. Make peace with their loss as you embrace a new paradigm for organic content: Pillar-Based Marketing. Along the way, discover that the results that old SEO and all its trappings brought you weren’t really very good at all, actually.
In this respectful and life-affirming service—erm, session—join Ryan Brock (Chief Solution Officer at DemandJump and author of Pillar-Based Marketing: A Data-Driven Methodology for SEO and Content that Actually Works) and leave with:
• Clear and compelling evidence that most legacy SEO metrics and tactics have slim to no impact on SEO outcomes
• A major mindset shift that eliminates most of the metrics and tactics associated with SEO in favor of a single metric that defines and drives organic ranking success
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Every marketer knows you’re supposed to tell a story, but do you know how to tell a story? Do you know why you’re supposed to tell a story? Do you even truly know what a story is? While many marketing presentations emphasize the value of mythic storytelling, the nuts and bolts of actually constructing a story are never explored.
The goal of marketing may be to achieve specific KPIs that drive sales, which is very objective, but the top of the marketing funnel requires a softer approach. In our data-driven results-oriented fast-paced world, marketers must quantify results, but those results will never be achieved unless prospects are first approached with humanity.
There is a common misunderstanding that the so-called “soft skills” of marketing such as language and art are unmeasurable and subjective, but while the objective measures of market research are merely 100 years old, the rules of aesthetics have been perfected over the last 2,500 years.
Great story construction is a skill that requires significant knowledge and practice. This presentation will be a review of the ancient art of story construction.
We will discuss:
• Rhetoric – The art of effective communication
• The Socratic Method – You cannot teach, but you can persuade people to learn
• Plato’s Cave – You sell products, but you market ideas
• Aristotle’s Six Dramatic Elements – The secret recipe for marketing stories
This is for senior marketers who are tasked with creating effective narratives or guiding others in the process. By the end of the session, attendees will have gained the knowledge needed to work storytelling into all phases of the buyer’s journey.
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How to Kickstart Content Marketing With A Small Team - Dennis Shiao
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Can you kickstart content marketing when you have a small team or even a team of one? Why yes, you can! Dennis Shiao, founder of marketing agency Attention Retention will detail how to draw insights from subject matter experts (SMEs) and turn them into articles, bylines, blog posts, social media posts and more. He’ll also share tips on content licensing and how to establish a webinar program. Attend this session to learn how to make an impact with content marketing even when you have a small team and limited resources.
Key Takeaways:
- You don't need a large team to start a content marketing program
- A webinar program yields a "one-to-many" approach to content creation
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Women centric marketing is a vital part in reaching one of the most influential groups of consumers. Here is a guide to know and measure the impact of women-centric marketing efforts-
Get admission in various courses and boost your employment opportunities.
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Amazing and On Point - Ramon Ray, USA TODAY
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Breaking Silos To Break Bank: Shattering The Divide Between Search And Social
At Mozcon 2024 I shared this deck on bridging the divide between search and social. We began by acknowledging that search-first marketers are used to different rules of engagement than social marketers. We also looked at how both channels treat creative, audiences, bidding/budgeting, and AI. We finished by going through how they can win together including UTM audits, harvesting comments from both to inform creative, and allowing for non-login forums to be part of your marketing strategy.
I themed this deck using Baldur's Gate 3 characters: Gale as Search and Astarion as Social
PickUp_conversational AI_Capex, Inc._20240610
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Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.Data-Driven Personalization - Build a Competitive Advantage by Knowing Your C...
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Basic Management Concepts., “Management is the art of getting things done thr...
The managers achieve organizational objectives by getting work from
others and not performing in the tasks themselves.
Management is an art and science of getting work done through people.
It is the process of giving direction and controlling the various activities
of the people to achieve the objectives of an organization Management is a universal process in all organized, social and economic activities. Wherever
there is human activity there is management.
Management is a vital aspect of the economic life of man, which is an organized group activity. A
central directing and controlling agency is indispensable for a business concern. The productive
resources –material, labour, capital etc. are entrusted to the organizing skill, administrative ability
and enterprising initiative of the management. Thus, management provides leadership to a
business enterprise. Without able managers and effective managerial leadership the resources of
production remain merely resources and never become production. Management occupies such an
important place in the modern world that the welfare of the people and the destiny of the country
are very much influenced by it.
1.2 MEANING OF MANAGEMENT
Management is a technique of extracting work from others in an integrated and co-ordinated
manner for realizing the specific objectives through productive use of material resources.
Mobilising the physical, human and financial resources and planning their utilization for business
operations in such a manner as to reach the defined goals can be benefited to as management.
1.3 DEFINITION OF MANAGEMENT
Management may be defined in many different ways. Many eminent authors on the subject have
defined the term "management". Some of these definitions are reproduced below:
In the words of George R Terry - "Management is a distinct process consisting of planning,
organising, actuating and controlling performed to determine and accomplish the objectives by the
use of people and resources".
According to James L Lundy - "Management is principally the task of planning, co¬ordinating,
motivating and controlling the efforts of others towards a specific objective",
In the words of Henry Fayol - "To manage is to forecast and to plan, to organise, to command, to
co-ordinate and to control".
According to Peter F Drucker - "Management is a multipurpose organ that manages a business and
manages managers and manages worker and work".
In the words of J.N. Schulze - "Management is the force which leads, guides and directs an
organisation in the accomplishment of a pre-determined object".
In the words of Koontz and O'Donnel - "Management is defined as the creation and maintenance
of an internal environment in an enterprise where individuals working together in groups can
perform efficiently and effectively towards the attainment of group goals".
According to Ordway Tead - "Management is the process and agency which directs and guides the
operations of an organisation in realising of established aim
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Dr. Gopal Thapa's service Marketing Service Expectation.ppt
- 1. Service Expectations Dr. Gopal Thapa Associate Professor Tribhuvan University
- 2. Service Expectations Expectation is the level of service desired by the customer. The belief about the service that they expect to receive is known as customer s’ expectation. Satisfaction and delight are both strongly influenced by customer expectations Expectations are affected strongly by experience. Expectations may also be affected by advertising, word of mouth, and personal limitations Expectations change over time. 5/21/2024 Prepared by Dr. Gopal Thapa 2
- 3. Service Expectations Levels of expectation vary widely. Every customer expects different service at different time. It depends upon the time, situation, requirement, purpose etc. 5/21/2024 Prepared by Dr. Gopal Thapa 3
- 4. Customer Expectations Customers expectations are beliefs about delivery that serve as standards or reference points against which performance is judged. Zeithaml, Bitner, Gremler, & Pandit 5/21/2024 Prepared by Dr. Gopal Thapa 4
- 5. Customer Expectations 5/21/2024 Prepared by Dr. Gopal Thapa 5
- 6. For Successful Marketing We must Understand What types of expectation standards do customers hold about services? What factors most influence the formation of these expectations? What role do these factors play in changing expectations? How can a company meet or exceed customer expectations? 5/21/2024 Prepared by Dr. Gopal Thapa 6
- 7. Types of Expectation Desired services It is a blend of what the customer believes ‘can be’ or ‘should be’ level of expectation. It is ‘wished for’ or ‘hope for’ level of performance Adequate services It is threshold level of acceptable service. It is minimum acceptable level of service 5/21/2024 Prepared by Dr. Gopal Thapa 7
- 8. Levels of Service Expectations Ideal level of service Normal level of service Experience based expectation Acceptable level of expectation Tolerable level of expectation 5/21/2024 Prepared by Dr. Gopal Thapa 8
- 9. Levels of Service Expectations Ideal level of service It is the highest level of service which can be delivered but the level is not expected because it rarely happens Best possible example of service ‘Can be’ expectation Ideal expectation ‘Like one in USA’ Normal level of service ‘Should be’ expectation Upper level of desired expectation Every one expects to receive 5/21/2024 Prepared by Dr. Gopal Thapa 9
- 10. Levels of Service Expectations Experience based expectation It is expected level of service designed by the experience It is the situational level of service. Customers expect this service due to circumstances. Acceptable level of expectation It is the OK level of service. One will realize this and accept this level. Tolerable level of expectation Most minimum level of service tolerate this time but not next time One will stop to receive next time after receiving this level of service. 5/21/2024 Prepared by Dr. Gopal Thapa 10
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- 13. Zone of Tolerance 5/21/2024 Prepared by Dr. Gopal Thapa 13
- 14. Zone of Tolerance Zone of tolerance is range of acceptable variation between desired expectation and desired expectation. Zone of tolerance’s lower boarder line is adequate service. Service below adequate service expectations leads to customers’ dissatisfaction. Zone of tolerance can expand or contract due to the situational factors, environmental change or customer’s perception. 5/21/2024 Prepared by Dr. Gopal Thapa 14
- 15. Zone of Tolerance Zone of tolerance is function of change in adequate services. If there is change in price, zone of tolerance may change. Patience in the hospital may tolerate bad meal but do not tolerate doctor or nurse’s carelessness. Customers do not tolerate broken promise. 5/21/2024 Prepared by Dr. Gopal Thapa 15
- 16. Zone of Tolerance 5/21/2024 Prepared by Dr. Gopal Thapa 16
- 17. Any Queries? 5/21/2024 Prepared by Dr. Gopal Thapa 17
- 18. Thank you ! 5/21/2024 Prepared by Dr. Gopal Thapa 18