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  • Gaps Model of Service Quality Example: Movie Plex

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    The document summarizes the GAPS model of service quality as it applies to a movie plex. It identifies 7 types of gaps that can occur: 1) knowledge gap between customer expectations and management perception, 2) standards gap between management perception and service delivery, 3) delivery gap between service design and delivery, 4) internal communication gap between promises and execution, 5) perceptions gap between customer perception and company communication, 6) interpretation gap between communication and customer understanding, and 7) service gap between expected and actual customer experience. The document then provides examples of each gap that could occur at a movie plex, such as timing issues, waiting area comfort, and service execution problems.

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    The document summarizes the GAPS model of service quality as it applies to a movie plex. It identifies 7 types of gaps that can occur: 1) knowledge gap between customer expectations and management perception, 2) standards gap between management perception and service delivery, 3) delivery gap between service design and delivery, 4) internal communication gap between promises and execution, 5) perceptions gap between customer perception and company communication, 6) interpretation gap between communication and customer understanding, and 7) service gap between expected and actual customer experience. The document then provides examples of each gap that could occur at a movie plex, such as timing issues, waiting area comfort, and service execution problems.

    Copyright:

    © All Rights Reserved
    Scarica in formato PDF, TXT o leggi online su Scribd
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    58 visualizzazioni19 pagine

    Gaps Model of Service Quality Example: Movie Plex

    Caricato da

    rabbi sodhi
    The document summarizes the GAPS model of service quality as it applies to a movie plex. It identifies 7 types of gaps that can occur: 1) knowledge gap between customer expectations and management perception, 2) standards gap between management perception and service delivery, 3) delivery gap between service design and delivery, 4) internal communication gap between promises and execution, 5) perceptions gap between customer perception and company communication, 6) interpretation gap between communication and customer understanding, and 7) service gap between expected and actual customer experience. The document then provides examples of each gap that could occur at a movie plex, such as timing issues, waiting area comfort, and service execution problems.

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    di 19

    GAPS MODEL OF SERVICE QUALITY

    EXAMPLE:
    MOVIE PLEX
    Seven Service Quality Gaps
    1. Knowledge Gap

    CUSTOMER

    Customer needs
    and expectations

    GAP 1 1. Knowledge Gap

    COMPANY Management
    definition
    of these needs
    • Interaction through social media

    • Good CRM practices


    2. Standards Gap

    CUSTOMER

    Management
    COMPANY
    definition
    of these needs

    GAP 2 2. Standards Gap

    Customer
    perceptions of
    product execution
    • Well defined Blueprints
    • Good Ambience
    • Cleanliness
    • Physical Evidence
    3. Delivery Gap
    CUSTOMER

    COMPANY

    Translation into
    design/delivery specs

    GAP 3 3. Delivery Gap


    Customer perceptions of
    product execution
    Delivery of goods-Movie Plex

    • Some customers who negatively impact other customers


    • Word of mouth communication through friends
    4. Internal Communication Gap
    CUSTOMER

    Execution of design/delivery Advertising and


    COMPANY specification sales promises
    GAP 4
    4. Internal
    Communication Gap
    Movie Plex

    • Lack of education for Customers

    • Lack of Internal Marketing

    • Absence of customer expectation management through all forms of


    communication
    5. Perceptions Gap
    • Perception of Equality and Fairness

    • Premium class with average ticket price

    • Seats are relaxing as promised


    6. Interpretation Gap
    Movie Plex

    • Customer expects discount during festive seasons


    7. Service Gap
    Customer perception Customer interpretation of Customer experience
    of product execution communications relative to expectation

    Movie 3:15 3:30 3:45


    timings

    Booking by Collect before Collect before 30


    Ticket
    telephone movie mins of movie
    booking

    Waiting
    Cozy and Uncomfortable Too much rush
    lounge
    comFortable and conjucted and no space to
    area
    sofa sit
    • Movie started as per timings
    • Ticketing persons books the ticket without any error
    • Whenever there is conflict, it is resolved quickly
    • Screens are fully HD quality
    • Waiting lounge area and facilities are engaging
    • Prepared by:
    • Darshana Chauhan
    • Heeral Brijlani
    • Bhumika Mistry
    • Lakshman Dangar

    • Sanjay Vadher

    • Guided by:
    • Prof. Archana Gadhavi

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