the gaps model of service quality for samdareeya mall, jabalpur (mp)
DESCRIPTION
Gap Model In service SectorTRANSCRIPT
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The Gaps Model of Service Quality for Samdareeya Mall, Jabalpur (MP)
By Yogesh Kende (Batch no 17th
Roll no. 20)
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Type of Gaps
Provider Gap 1 (The Knowledge Gap):• Not knowing what customers expect
Provider Gap 2 (The Service Design & Standards Gap):• Not having the right service designs and standards
Provider Gap 3 (The Delivery Gap):• Not delivering to service standards
Provider Gap 4 (The Communication Gap):• Not matching performance to promises
Customer Gap 5 (Service Gap):• Difference between customer expectations and perceptions
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Samdareeya Mall, Jabalpur (MP) Service Gaps :The knowledge gap:• Lack of market research• Upward communication and level of management
Standard gap or design gap:• Poor service design• Absence of customer driven standards
Delivery Gap:• Team work (internal conflict & lack of cooperation)• Employee job fit and role conflict (lack of experienced) • Training (unskilled)
Communication Gap:• Lack of interdepartmental communication • Language problem (regional language & no response to customer complaints)
Customers Gap:• Difference between customer perception and expected value (no customer service desk & parking facility only for
staff not customers)
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Catchment area of mall
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Uneducated customers
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Parking facility only for staff (front side)
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Parking facility only for staff (back side)
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Unorganized retail
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Parking facility for customers
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Thank You