moment of truth_group 4

7/27/2019 Moment of Truth_group 4

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MOMENTS OF TRUTH IN SERVICE INDUSTRIES

Group 3:


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What are the parameters that define the

Moments of Truth in restaurants ?

Restaurants


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What people think

4.58

3.824.27

3.84

0

0.5

1

1.5

22.5

3

3.5

4

4.5

5

Quality offood

Ambience Cleanliness Promptness Staff behaviour


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SERVQUALReliability

Tangibles

Responsive

- ness /

Empathy

Responsiveness


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Memorable ExperiencesMainland China, Powai

I picked up some food for dinner. When I got home

& opened the package, I found that they had not

packed the wontons I had ordered. When I returnedto the restaurant 20 mins later, the manager was

already waiting for me. He apologized & gave me

not only those wontons, but also a complementary

dessert & a Rs. 500 gift card. I was delighted !

Anupam Banerjee, Thane

Caf Coffee Day, Parel

I left my phone on the table & went to the counter

to place my order. When I returned, my phone wasmissing. When I asked for the CCTV footage, the

staff refused to share it. I called up the Store

Manager & the Area Manager several times, but

they have stopped responding.

Ruchika Shah, Andheri


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Wonderful Moments

Because of their sons food allergies, a family vacationing at the

Ritz-Carlton, Bali, was always careful to bring their own supplyof specialized eggs and milk. However, the food was ruined enroute. The Ritz-Carlton manager couldnt find any of the specialitems in town, but his executive chef recalled that a store inSingapore sold them. The chef contacted his mother-in-law, wholived there, and had her purchase the items, then fly to Bali(about 2.5 hours) to deliver them.


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SERVQUAL

Reliability

Empathy&Responsiveness!!!

Assurance


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What do you think are the

parameters that define theMoment of Truth in

Gymnasiums?


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What the Primary Survey

Says??

0

0.5

1

1.52

2.5

3

3.5

4

4.5


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Servqual Analysis

What is missing????

Empathy and

Responsiveness -

25% said we get

personalized

attention


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Memorable Experience

Had a bad exp when the guard at Talvalkars gym didn't allowed me to

enter even though I had a 3 yrs membership with them. He confused

my name with some one else. My trainer hadnt come that day and

other trainers paid no heed to me. Even the manager was a new one.

Eventually when the records were checked they did let me in after

apologizing for the goof up, but I left the gym very next day and joined

another.


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Banks

What do you think are the parameters that

define the Moment of Truth in Banks?


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Surveyresults

3.93 4.07

3.15

4.644.32

0

1

2

3

4

5

Staff

behaviour

Waiting Time Ambience Security Simple Process


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SERVQUALAssurance

Responsiveness

38% of the respondents felt that

their bank lacked in empathy


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Memorable experience

VS

Molly Katchpole, a 22 year college graduate decided to takematters into her own hands and share her feelings about what shefelt was unjust. Molly didn't like the news that Bank of America

wanted to charge $5 per month for using their debit card. Infact, Molly felt this was downright wrong - so much so that she

started an on-line petition to gain support. She was so successfulthat the Bank of America Co-Chief Operating Officer, DavidDarnell took notice. In a matter of days, Molly had acquired

enough support online to visit her local branch and show themover 300,000 signatures (while she closed her account) and the

numbers only grew from there.

The result: the fee was abolished!

Quickresponserequired


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Hospitals

Can anyone please share his/her

experiences (good or bad) at any hospital

or medical facility?


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Results : Primary Survey

00.5

11.5

2

2.53

3.54

4.55


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Critical aspects of SERVQUAL

0

10

20

30

40

50

60

70

Handling ofemergency

conditions

Experience ofdoctors

Infrastructure


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US Data on Service Industry

NEGATIVE

EXPERIENCES ARE

LIKELY TO BE

REMEMBERED

LONGER IN THE

HEALTHCAREINDUSTRY

+


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Memorable Experiences

I have been admitted to the Kokilaben Dhirubhai Ambani

hospital twice in the past one year. The previous

experience was good with no major issues. But the

service has deteriorated and the costs of treatment have

gone up. The doctors had a casual attitude and despite

my condition becoming serious a couple of times,nobody attended my cause. I was told that I will have to

wait till the treating doctor came to the hospital and his

visits were time bound (between 11 and 6).

Also, I had to wait for 5 hours before they gave me a

room at the hospital, despite my critical condition

Akhil Garg


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1)Running in MatungaMumbai since 1940

2)Paradise for south Indian

Food Lovers

3)Focuses on maintaining

high quality food andservice inspite of umpteen

customers

1)One third of thedomestic passengers

2)Managed to fill almost

90% of its seats

3)Maintained its

unblemished record ofhaving the best On-Time

Performance at 95%

1)Largest Private SectorBank in India

2)CASA ratio of 47.4%

Quality ofFood

Time

Adherence

Security

S U C C E S S S T O R I E S


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1)The ambulance is a mobile Critical CareUnit(24X7) provides the patient, care

provided similar to well-equipped ICU.

2)Has all the fitments for an emergency

unit including a two -way communication

system. Allows for continuous contact

between the hospital and the mobile careunit.

1)All Modern exercise equipment

2)Personal Trainer,Dietician,Sauna

3)Also licenses products such as fitness

equipments & clothing in its name

EmergencyHandling

Value formoney

S U C C E S S S T O R I E S


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