SlideShare a Scribd company logo
GAP ANALYSIS &
SERVQUAL
PRAVEEN SURESH
WHAT IS SERVICE GAP?

It is defined as the service
difference between what
the
customer
was
expecting and what is
being delivered
WHAT IS SERVICE QUALITY?

The service QUALITY can be
termed as "A set of quality
requirements
on
the
collective behavior of one or
more
attributes
or
dimensions".
DIMENSIONS OF SERVICE
QUALITY
 TANGIBLES - the appearance of physical

facilities, equipment, personnel and information
material
 RELIABILITY - the ability to perform the service

accurately and dependably
 RESPONSIVENESS - the willingness to help

customers and provide a prompt service
DIMENSIONS OF SERVICE
QUALITY
 ASSURANCE - a combination of the following
 Competence - having the requisite skills and

knowledge
 Courtesy - politeness, respect, consideration and
friendliness of contact staff
 Credibility - trustworthiness, believability and
honesty of staff
 Security - freedom from danger, risk or doubt
DIMENSIONS OF SERVICE
QUALITY
 EMPATHY - a combination of the following:
 Access (physical and social) - approachability and

ease of contact
 Communication - keeping customers informed in a
language they understand and really listening to
them
 Understanding the customer - making the effort to
get to know customers and their specific needs
PATTERN OF QUALITY OF HOTEL
SERVICES ASSESSMENT
PATTERN OF QUALITY OF HOTEL
SERVICES ASSESSMENT
PATTERN OF QUALITY OF HOTEL
SERVICES ASSESSMENT
GAP ANALYSIS
GAP ANALYSIS
GAP 1
expect

Not knowing what customers

GAP 2
The wrong service quality
standards
GAP 3

The service performance gap

GAP 4
actual

When promises do not match
delivery
REASONS FOR GAP
GAP 1 - not knowing what customers
expect
•lack of a marketing orientation

•inadequate upward communication
(from contact staff to management)
•too many levels of management
REASONS FOR GAP
GAP 2 - the wrong service quality
standards
•inadequate commitment to service
quality
•lack of perception of feasibility - ‘it
cannot be done’
•inadequate task standardisation
REASONS FOR GAP
GAP 3 - the service performance gap
role ambiguity and role conflict –
•unsure of what your remit is and how it fits with
others

•poor employee or technology fit - the wrong
person or system for the job
•inappropriate supervisory control or lack of
perceived control - too much or too little control

•lack of teamwork
REASONS FOR GAP

GAP 4 - when promises made
do not match actual delivery
inadequate
horizontal
communication
between
departments or services
a propensity to overpromise
REASONS FOR GAP

Gap 5: The difference between what
customers expect of a service and
what they actually receive
•expectations are made up of past
experience, word-of-mouth and
needs/wants of customers

•measurement is on the basis of two
sets of statements in groups according
to the five key service dimensions

More Related Content

What's hot

Service quality management
Service quality managementService quality management
Service quality management
judith obi
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
Rahul Agarwal
 
Customer satisfaction and service quality
Customer satisfaction and service qualityCustomer satisfaction and service quality
Customer satisfaction and service quality
Badruzzaman_007
 
Service quality & productivity
Service quality & productivityService quality & productivity
Service quality & productivity
Keval Goyani
 
Customer expectation- Zone of Tolerance
Customer expectation- Zone of Tolerance Customer expectation- Zone of Tolerance
Customer expectation- Zone of Tolerance
Abhishek Mishra
 
Service quality & encounter management
Service quality & encounter managementService quality & encounter management
Service quality & encounter management
RajThakuri
 
Services Marketing - Service Quality Dimensions
Services Marketing - Service Quality DimensionsServices Marketing - Service Quality Dimensions
Services Marketing - Service Quality Dimensions
Himansu S Mahapatra
 
Managing Service Quality and Customer Satisfaction
Managing Service Quality and Customer SatisfactionManaging Service Quality and Customer Satisfaction
Managing Service Quality and Customer Satisfaction
Asia Master Training آسيا ماسترز للتدريب والتطوير
 
Service operation ppt
Service operation pptService operation ppt
Service operation ppt
Bhaskar Das
 
12 managing people in service organisation
12 managing people in service organisation12 managing people in service organisation
12 managing people in service organisation
Ravi Gupta
 
introduction to service quality
introduction to service qualityintroduction to service quality
introduction to service quality
xiaolong ding
 
Customer experience management
Customer experience managementCustomer experience management
Customer experience management
alok kumar
 
Service environment
Service environmentService environment
Service environment
Prithvi Ghag
 
Service recovery
Service recoveryService recovery
Service recovery
Prithvi Ghag
 
Service management.ppt.12
Service management.ppt.12Service management.ppt.12
Service management.ppt.12
venkatesh yadav
 
Dimensions of Service Quality
Dimensions of Service QualityDimensions of Service Quality
Dimensions of Service Quality
Dayo Adewoye, CSC
 
Objectives of service quality
Objectives of service qualityObjectives of service quality
Objectives of service quality
guy_151180
 
Service Quality & Customer Satisfaction
Service Quality & Customer SatisfactionService Quality & Customer Satisfaction
Service Quality & Customer Satisfaction
Rik Bhattacharjee
 
Service quality
Service qualityService quality
Service quality
Faisal Hayat
 
Servicescape
Servicescape Servicescape
Servicescape
Bikash Ranjan Debata
 

What's hot (20)

Service quality management
Service quality managementService quality management
Service quality management
 
Customer satisfaction
Customer satisfactionCustomer satisfaction
Customer satisfaction
 
Customer satisfaction and service quality
Customer satisfaction and service qualityCustomer satisfaction and service quality
Customer satisfaction and service quality
 
Service quality & productivity
Service quality & productivityService quality & productivity
Service quality & productivity
 
Customer expectation- Zone of Tolerance
Customer expectation- Zone of Tolerance Customer expectation- Zone of Tolerance
Customer expectation- Zone of Tolerance
 
Service quality & encounter management
Service quality & encounter managementService quality & encounter management
Service quality & encounter management
 
Services Marketing - Service Quality Dimensions
Services Marketing - Service Quality DimensionsServices Marketing - Service Quality Dimensions
Services Marketing - Service Quality Dimensions
 
Managing Service Quality and Customer Satisfaction
Managing Service Quality and Customer SatisfactionManaging Service Quality and Customer Satisfaction
Managing Service Quality and Customer Satisfaction
 
Service operation ppt
Service operation pptService operation ppt
Service operation ppt
 
12 managing people in service organisation
12 managing people in service organisation12 managing people in service organisation
12 managing people in service organisation
 
introduction to service quality
introduction to service qualityintroduction to service quality
introduction to service quality
 
Customer experience management
Customer experience managementCustomer experience management
Customer experience management
 
Service environment
Service environmentService environment
Service environment
 
Service recovery
Service recoveryService recovery
Service recovery
 
Service management.ppt.12
Service management.ppt.12Service management.ppt.12
Service management.ppt.12
 
Dimensions of Service Quality
Dimensions of Service QualityDimensions of Service Quality
Dimensions of Service Quality
 
Objectives of service quality
Objectives of service qualityObjectives of service quality
Objectives of service quality
 
Service Quality & Customer Satisfaction
Service Quality & Customer SatisfactionService Quality & Customer Satisfaction
Service Quality & Customer Satisfaction
 
Service quality
Service qualityService quality
Service quality
 
Servicescape
Servicescape Servicescape
Servicescape
 

Viewers also liked

service quality-models-ppt
 service quality-models-ppt service quality-models-ppt
service quality-models-ppt
subroto36
 
Deming's Definition of Quality
Deming's Definition of QualityDeming's Definition of Quality
Deming's Definition of Quality
hihara777
 
10 definition of quality
10 definition of quality10 definition of quality
10 definition of quality
inapurba
 
Presentation - SERVQUAL
Presentation - SERVQUALPresentation - SERVQUAL
Presentation - SERVQUAL
Sharad Srivastava
 
Gaps model
Gaps model Gaps model
Gaps model
Prithvi Ghag
 
7 Sm Gaps Model
7 Sm Gaps Model7 Sm Gaps Model
7 Sm Gaps Model
bvsrikant
 
Services Marketing - Service Quality GAPS Model
Services Marketing - Service Quality GAPS ModelServices Marketing - Service Quality GAPS Model
Services Marketing - Service Quality GAPS Model
Himansu S Mahapatra
 

Viewers also liked (7)

service quality-models-ppt
 service quality-models-ppt service quality-models-ppt
service quality-models-ppt
 
Deming's Definition of Quality
Deming's Definition of QualityDeming's Definition of Quality
Deming's Definition of Quality
 
10 definition of quality
10 definition of quality10 definition of quality
10 definition of quality
 
Presentation - SERVQUAL
Presentation - SERVQUALPresentation - SERVQUAL
Presentation - SERVQUAL
 
Gaps model
Gaps model Gaps model
Gaps model
 
7 Sm Gaps Model
7 Sm Gaps Model7 Sm Gaps Model
7 Sm Gaps Model
 
Services Marketing - Service Quality GAPS Model
Services Marketing - Service Quality GAPS ModelServices Marketing - Service Quality GAPS Model
Services Marketing - Service Quality GAPS Model
 

Similar to GAP ANALYSIS & SERVQUAL

Service quality
Service quality Service quality
Service quality
Anshika Mehrotra
 
Service marketing #2 service quality and gap model
Service marketing #2   service quality and gap modelService marketing #2   service quality and gap model
Service marketing #2 service quality and gap model
Sakshi
 
Service quality gap
Service quality gapService quality gap
Service quality gap
Keerthi Ninan
 
24909960 service-quality-model
24909960 service-quality-model24909960 service-quality-model
24909960 service-quality-model
Vish Rughoobur
 
Servicequality hs
Servicequality hsServicequality hs
Servicequality hs
khaneducation
 
Chapter 3- Service quality and productivity.pdf
Chapter 3- Service quality and productivity.pdfChapter 3- Service quality and productivity.pdf
Chapter 3- Service quality and productivity.pdf
OshadiVindika
 
Gap analysis
Gap analysisGap analysis
Gap analysis
Frog3764
 
Gaps model
Gaps model Gaps model
Gaps model
zailunnito
 
servicequalityproductivity-170509054659.pdf
servicequalityproductivity-170509054659.pdfservicequalityproductivity-170509054659.pdf
servicequalityproductivity-170509054659.pdf
OshadiVindika
 
Service Quality Evalutation
Service Quality EvalutationService Quality Evalutation
Service Quality Evalutation
Sarthak Goyal
 
Gap analysis
Gap analysisGap analysis
Gap analysis
Frog3764
 
Service marketing presentation (chapter 02)
Service marketing presentation (chapter 02)Service marketing presentation (chapter 02)
Service marketing presentation (chapter 02)
University of Dhaka
 
Slides on Services Marketing shown to PGDM-IM May 2014
Slides on Services Marketing shown to PGDM-IM May 2014Slides on Services Marketing shown to PGDM-IM May 2014
Slides on Services Marketing shown to PGDM-IM May 2014
S K "Bal" Palekar
 
gap model of service quality
gap model of service qualitygap model of service quality
gap model of service quality
VenkatasaiMalla
 
Gap analysis
Gap analysisGap analysis
Gap analysis
IIT Roorkee
 
Service Quality by Aijaz Aryan
Service Quality by Aijaz AryanService Quality by Aijaz Aryan
Service Quality by Aijaz Aryan
Aijaz Aryan
 
Retail marketing
Retail marketingRetail marketing
Retail marketing
Vishal Paul
 
New microsoft word document
New microsoft word documentNew microsoft word document
New microsoft word document
Md. Nashib Ahasan
 
4. How can we improve service quality?
4. How can we improve service quality?4. How can we improve service quality?
4. How can we improve service quality?
Sameer Mathur
 
ARL_Workshop_Washington_11-4-2005.ppt
ARL_Workshop_Washington_11-4-2005.pptARL_Workshop_Washington_11-4-2005.ppt
ARL_Workshop_Washington_11-4-2005.ppt
SarathAS16
 

Similar to GAP ANALYSIS & SERVQUAL (20)

Service quality
Service quality Service quality
Service quality
 
Service marketing #2 service quality and gap model
Service marketing #2   service quality and gap modelService marketing #2   service quality and gap model
Service marketing #2 service quality and gap model
 
Service quality gap
Service quality gapService quality gap
Service quality gap
 
24909960 service-quality-model
24909960 service-quality-model24909960 service-quality-model
24909960 service-quality-model
 
Servicequality hs
Servicequality hsServicequality hs
Servicequality hs
 
Chapter 3- Service quality and productivity.pdf
Chapter 3- Service quality and productivity.pdfChapter 3- Service quality and productivity.pdf
Chapter 3- Service quality and productivity.pdf
 
Gap analysis
Gap analysisGap analysis
Gap analysis
 
Gaps model
Gaps model Gaps model
Gaps model
 
servicequalityproductivity-170509054659.pdf
servicequalityproductivity-170509054659.pdfservicequalityproductivity-170509054659.pdf
servicequalityproductivity-170509054659.pdf
 
Service Quality Evalutation
Service Quality EvalutationService Quality Evalutation
Service Quality Evalutation
 
Gap analysis
Gap analysisGap analysis
Gap analysis
 
Service marketing presentation (chapter 02)
Service marketing presentation (chapter 02)Service marketing presentation (chapter 02)
Service marketing presentation (chapter 02)
 
Slides on Services Marketing shown to PGDM-IM May 2014
Slides on Services Marketing shown to PGDM-IM May 2014Slides on Services Marketing shown to PGDM-IM May 2014
Slides on Services Marketing shown to PGDM-IM May 2014
 
gap model of service quality
gap model of service qualitygap model of service quality
gap model of service quality
 
Gap analysis
Gap analysisGap analysis
Gap analysis
 
Service Quality by Aijaz Aryan
Service Quality by Aijaz AryanService Quality by Aijaz Aryan
Service Quality by Aijaz Aryan
 
Retail marketing
Retail marketingRetail marketing
Retail marketing
 
New microsoft word document
New microsoft word documentNew microsoft word document
New microsoft word document
 
4. How can we improve service quality?
4. How can we improve service quality?4. How can we improve service quality?
4. How can we improve service quality?
 
ARL_Workshop_Washington_11-4-2005.ppt
ARL_Workshop_Washington_11-4-2005.pptARL_Workshop_Washington_11-4-2005.ppt
ARL_Workshop_Washington_11-4-2005.ppt
 

More from praveensureshpai

INNOVATIONS IN MARKETING
INNOVATIONS IN MARKETINGINNOVATIONS IN MARKETING
INNOVATIONS IN MARKETING
praveensureshpai
 
BALANCE OF PAYMENTS
BALANCE OF PAYMENTSBALANCE OF PAYMENTS
BALANCE OF PAYMENTS
praveensureshpai
 
Assumptions underlying accounting measurement
Assumptions underlying accounting measurementAssumptions underlying accounting measurement
Assumptions underlying accounting measurement
praveensureshpai
 
INFLATION
INFLATIONINFLATION
INFLATION
praveensureshpai
 
WORKPLACE ETIQUETTE
WORKPLACE ETIQUETTEWORKPLACE ETIQUETTE
WORKPLACE ETIQUETTE
praveensureshpai
 
COUNSELING PROCESS
COUNSELING PROCESSCOUNSELING PROCESS
COUNSELING PROCESS
praveensureshpai
 
SUPPLY CHAIN MANAGMENT INTRODUCTION
SUPPLY CHAIN MANAGMENT INTRODUCTIONSUPPLY CHAIN MANAGMENT INTRODUCTION
SUPPLY CHAIN MANAGMENT INTRODUCTION
praveensureshpai
 
SELF STUDY REPORT FORMAT
SELF STUDY REPORT FORMATSELF STUDY REPORT FORMAT
SELF STUDY REPORT FORMAT
praveensureshpai
 
SOCIO ECONOMIC BUSINESS PLAN
SOCIO ECONOMIC BUSINESS PLANSOCIO ECONOMIC BUSINESS PLAN
SOCIO ECONOMIC BUSINESS PLAN
praveensureshpai
 
MARKETING PROJECT ON PEPSI
MARKETING PROJECT ON PEPSIMARKETING PROJECT ON PEPSI
MARKETING PROJECT ON PEPSI
praveensureshpai
 
RETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAY
RETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAYRETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAY
RETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAY
praveensureshpai
 
FMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTION
FMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTIONFMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTION
FMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTION
praveensureshpai
 
CORPORATE SOCIAL RESPONSIBILITY PRESENTATION
CORPORATE SOCIAL RESPONSIBILITY PRESENTATIONCORPORATE SOCIAL RESPONSIBILITY PRESENTATION
CORPORATE SOCIAL RESPONSIBILITY PRESENTATION
praveensureshpai
 
BUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORT
BUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORTBUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORT
BUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORT
praveensureshpai
 
FMCG QUIZ -- INSIGNIA 2013
FMCG QUIZ -- INSIGNIA 2013FMCG QUIZ -- INSIGNIA 2013
FMCG QUIZ -- INSIGNIA 2013
praveensureshpai
 

More from praveensureshpai (15)

INNOVATIONS IN MARKETING
INNOVATIONS IN MARKETINGINNOVATIONS IN MARKETING
INNOVATIONS IN MARKETING
 
BALANCE OF PAYMENTS
BALANCE OF PAYMENTSBALANCE OF PAYMENTS
BALANCE OF PAYMENTS
 
Assumptions underlying accounting measurement
Assumptions underlying accounting measurementAssumptions underlying accounting measurement
Assumptions underlying accounting measurement
 
INFLATION
INFLATIONINFLATION
INFLATION
 
WORKPLACE ETIQUETTE
WORKPLACE ETIQUETTEWORKPLACE ETIQUETTE
WORKPLACE ETIQUETTE
 
COUNSELING PROCESS
COUNSELING PROCESSCOUNSELING PROCESS
COUNSELING PROCESS
 
SUPPLY CHAIN MANAGMENT INTRODUCTION
SUPPLY CHAIN MANAGMENT INTRODUCTIONSUPPLY CHAIN MANAGMENT INTRODUCTION
SUPPLY CHAIN MANAGMENT INTRODUCTION
 
SELF STUDY REPORT FORMAT
SELF STUDY REPORT FORMATSELF STUDY REPORT FORMAT
SELF STUDY REPORT FORMAT
 
SOCIO ECONOMIC BUSINESS PLAN
SOCIO ECONOMIC BUSINESS PLANSOCIO ECONOMIC BUSINESS PLAN
SOCIO ECONOMIC BUSINESS PLAN
 
MARKETING PROJECT ON PEPSI
MARKETING PROJECT ON PEPSIMARKETING PROJECT ON PEPSI
MARKETING PROJECT ON PEPSI
 
RETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAY
RETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAYRETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAY
RETAIL INDUSTRY COMPARISON BETWEEN AUCHAN & EASYDAY
 
FMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTION
FMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTIONFMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTION
FMCG INDUSTRY OVERVIEW WITH PRODUCT EVOLUTION
 
CORPORATE SOCIAL RESPONSIBILITY PRESENTATION
CORPORATE SOCIAL RESPONSIBILITY PRESENTATIONCORPORATE SOCIAL RESPONSIBILITY PRESENTATION
CORPORATE SOCIAL RESPONSIBILITY PRESENTATION
 
BUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORT
BUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORTBUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORT
BUSINESS MODELS - SUMMER INTERNSHIP PROJECT REPORT
 
FMCG QUIZ -- INSIGNIA 2013
FMCG QUIZ -- INSIGNIA 2013FMCG QUIZ -- INSIGNIA 2013
FMCG QUIZ -- INSIGNIA 2013
 

Recently uploaded

BeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdfBeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdf
DerekIwanaka1
 
LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024
Lital Barkan
 
Income Tax exemption for Start up : Section 80 IAC
Income Tax  exemption for Start up : Section 80 IACIncome Tax  exemption for Start up : Section 80 IAC
Income Tax exemption for Start up : Section 80 IAC
CA Dr. Prithvi Ranjan Parhi
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
Adam Smith
 
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdfikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
agatadrynko
 
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta MatkaDpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta Matka
➒➌➎➏➑➐➋➑➐➐Dpboss Matka Guessing Satta Matka Kalyan Chart Indian Matka
 
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
SOFTTECHHUB
 
Best Forex Brokers Comparison in INDIA 2024
Best Forex Brokers Comparison in INDIA 2024Best Forex Brokers Comparison in INDIA 2024
Best Forex Brokers Comparison in INDIA 2024
Top Forex Brokers Review
 
Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024
FelixPerez547899
 
buy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accountsbuy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accounts
Susan Laney
 
Chapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .pptChapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .ppt
ssuser567e2d
 
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s Dholera
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraTata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s Dholera
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s Dholera
Avirahi City Dholera
 
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
hartfordclub1
 
3 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 20243 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 2024
SEOSMMEARTH
 
ModelingMarketingStrategiesMKS.CollumbiaUniversitypdf
ModelingMarketingStrategiesMKS.CollumbiaUniversitypdfModelingMarketingStrategiesMKS.CollumbiaUniversitypdf
ModelingMarketingStrategiesMKS.CollumbiaUniversitypdf
fisherameliaisabella
 
Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024
Kirill Klimov
 
amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05
marketing317746
 
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
AnnySerafinaLove
 
Best practices for project execution and delivery
Best practices for project execution and deliveryBest practices for project execution and delivery
Best practices for project execution and delivery
CLIVE MINCHIN
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
Adam Smith
 

Recently uploaded (20)

BeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdfBeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdf
 
LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024
 
Income Tax exemption for Start up : Section 80 IAC
Income Tax  exemption for Start up : Section 80 IACIncome Tax  exemption for Start up : Section 80 IAC
Income Tax exemption for Start up : Section 80 IAC
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
 
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdfikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
 
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta MatkaDpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Satta Matka
 
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
 
Best Forex Brokers Comparison in INDIA 2024
Best Forex Brokers Comparison in INDIA 2024Best Forex Brokers Comparison in INDIA 2024
Best Forex Brokers Comparison in INDIA 2024
 
Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024
 
buy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accountsbuy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accounts
 
Chapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .pptChapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .ppt
 
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s Dholera
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraTata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s Dholera
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s Dholera
 
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
 
3 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 20243 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 2024
 
ModelingMarketingStrategiesMKS.CollumbiaUniversitypdf
ModelingMarketingStrategiesMKS.CollumbiaUniversitypdfModelingMarketingStrategiesMKS.CollumbiaUniversitypdf
ModelingMarketingStrategiesMKS.CollumbiaUniversitypdf
 
Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024
 
amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05
 
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
 
Best practices for project execution and delivery
Best practices for project execution and deliveryBest practices for project execution and delivery
Best practices for project execution and delivery
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
 

GAP ANALYSIS & SERVQUAL

  • 2. WHAT IS SERVICE GAP? It is defined as the service difference between what the customer was expecting and what is being delivered
  • 3. WHAT IS SERVICE QUALITY? The service QUALITY can be termed as "A set of quality requirements on the collective behavior of one or more attributes or dimensions".
  • 4. DIMENSIONS OF SERVICE QUALITY  TANGIBLES - the appearance of physical facilities, equipment, personnel and information material  RELIABILITY - the ability to perform the service accurately and dependably  RESPONSIVENESS - the willingness to help customers and provide a prompt service
  • 5. DIMENSIONS OF SERVICE QUALITY  ASSURANCE - a combination of the following  Competence - having the requisite skills and knowledge  Courtesy - politeness, respect, consideration and friendliness of contact staff  Credibility - trustworthiness, believability and honesty of staff  Security - freedom from danger, risk or doubt
  • 6. DIMENSIONS OF SERVICE QUALITY  EMPATHY - a combination of the following:  Access (physical and social) - approachability and ease of contact  Communication - keeping customers informed in a language they understand and really listening to them  Understanding the customer - making the effort to get to know customers and their specific needs
  • 7. PATTERN OF QUALITY OF HOTEL SERVICES ASSESSMENT
  • 8. PATTERN OF QUALITY OF HOTEL SERVICES ASSESSMENT
  • 9. PATTERN OF QUALITY OF HOTEL SERVICES ASSESSMENT
  • 10.
  • 12. GAP ANALYSIS GAP 1 expect Not knowing what customers GAP 2 The wrong service quality standards GAP 3 The service performance gap GAP 4 actual When promises do not match delivery
  • 13. REASONS FOR GAP GAP 1 - not knowing what customers expect •lack of a marketing orientation •inadequate upward communication (from contact staff to management) •too many levels of management
  • 14. REASONS FOR GAP GAP 2 - the wrong service quality standards •inadequate commitment to service quality •lack of perception of feasibility - ‘it cannot be done’ •inadequate task standardisation
  • 15. REASONS FOR GAP GAP 3 - the service performance gap role ambiguity and role conflict – •unsure of what your remit is and how it fits with others •poor employee or technology fit - the wrong person or system for the job •inappropriate supervisory control or lack of perceived control - too much or too little control •lack of teamwork
  • 16. REASONS FOR GAP GAP 4 - when promises made do not match actual delivery inadequate horizontal communication between departments or services a propensity to overpromise
  • 17. REASONS FOR GAP Gap 5: The difference between what customers expect of a service and what they actually receive •expectations are made up of past experience, word-of-mouth and needs/wants of customers •measurement is on the basis of two sets of statements in groups according to the five key service dimensions