Preston & Sarah Gap Analysis.

Slides:

Advertisements

Similar presentations

Service Quality Chapter 8.

Advertisements

Gap Analysis Gap Analysis Slide Presentation

15-2 Avoiding the costs associated with foodborne illness Preventing the loss of revenue/reputation due to closure Improving employee morale Increasing.

2 Chapter The Gaps Model of Service Quality  The Customer Gap  The Provider Gaps:  Gap 1 – not knowing what customers expect  Gap 2 – not having the.

5-1 Customer Perceptions of Service  Customer Perceptions  Customer Satisfaction  Service Quality  Service Encounters: The Building Blocks for Customer.

1 Developing and Measuring CRM. 2 Outline  Developing and Implementing CRM  Customer satisfaction –The value of measuring Customer satisfaction –Objective.

The Gaps Model of Service Quality

Making the difference: Customer service in today’s university Sarah Willard 1 May 2008.

BS2914 Quality Management & Customer Care 5: The SERVQUAL Questionnaire.

Service Quality Chapter 6. Dimensions of Service Quality  Reliability  Responsiveness  Assurance  Empathy  Tangibles.

Service Quality.

Copyright © 2003 Prentice-Hall, Inc Chapter 15 Designing and Managing Services by PowerPoint by Milton M. Pressley University of New Orleans.

Chapter Understanding Customer Expectations and Perceptions Through Marketing Research Donna J. Hill, Ph.D. Fall 2000.

Chapter 19 Customer Service McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

McGraw-Hill © 2000 The McGraw-Hill Companies 1 S M S M McGraw-Hill © 2000 The McGraw-Hill Companies Part 6 : THE BIG PICTURE: CLOSING ALL THE GAPS.

McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.

SERVICE EVALUATION APPROACHES AND COMPARISON WITH THE USE OF ITIL Matthew Fazo BIS 461.

Services Marketing MBA-SEM-III TERM TERM MODULE-02c MODULE-02c.

McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.

Gap Analysis. What Is Gap Analysis? b Gap analysis is a survey instrument used to determine the gaps between a service offered and a customers expectations.

Customer Perceptions of Quality and Customer Satisfaction

Services Strategy. Characteristics of Services ä Intangibility ä Inseparability ä Perishability/Fluctuating Demand ä Heterogeneity.

© 2006 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin Part 3 UNDERSTANDING CUSTOMER REQUIREMENTS.

McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Part 2 LISTENING TO CUSTOMER REQUIREMENTS.

McGraw-Hill © 2000 The McGraw-Hill Companies 1 S M S M McGraw-Hill © 2000 The McGraw-Hill Companies Part 2 LISTENING TO CUSTOMER REQUIREMENTS.

Slide 5.1  1999 South-Western College Publishing Chapter 5 Focusing on Customers.

Retailing Management 8e© The McGraw-Hill Companies, All rights reserved CHAPTER 2CHAPTER 1CHAPTER 18 Customer Service CHAPTER 18 McGraw-Hill/Irwin.

The Gaps Model of Service Quality

Author: Mels Gerhard, Boshoff Christo, Nel Deon

© 2006 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin.

Services Marketing by P Sivarajadhanavel

© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Shoemaker, Lewis, and Yesawich: Marketing Leadership in Hospitality and Tourism,

13-1 CHAPTER SERVICES: THE INTANGIBLE PRODUCT 13.

PRESENTATION FOR SENIOR EXECUTIVES Developing empathy.

Retailing Management 8e© The McGraw-Hill Companies, All rights reserved CHAPTER 2CHAPTER 1CHAPTER 18 Customer Service CHAPTER 18.

Goals Achievement Partnership (GAP) Survey Why the GAP survey was administered.

©2000 Prentice Hall ObjectivesObjectives ä Service Definitions & Classifications ä How Services Differ Goods ä Improving Service Differentiation, Quality,

McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Chapter 18 The Integrated Gaps Model of Service Quality Closing the Customer Gap.

CHAPTER 4 CUSTOMER SERVICES AND RETAILOR FINANCIAL STRATEGY.

5-1 The Customer Gap. 5-2 The Customer Gap What a customer believes should or will happen Subjective assessments of actual service experiences (reality.

The Basis of the Servqual Model The Gaps The Key Service Dimensions Causes & Solutions to Gaps.

Think about a service you receive.

MKT 5207 Service Marketing Afjal Hossain Assistant Professor Department of Marketing.

2-1 The Gaps Model of Service Quality  The Customer Gap  The Provider Gaps:  Gap 1 – The Listening Gap  not knowing what customers expect  Gap 2 –

The Gaps Model of Service Quality

© 2006 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin.

Service Quality Orientation of Management Employee Satisfaction Employee Retention Customer Satisfaction Delivery of Service Quality Customer Retention.

1. Agenda What Is GAP Analysis? Why GAP Analysis is used ? Basic Process of GAP analysis. 2.

13-1 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

MARKETING MANAGEMENT 12 th edition 13 Designing and Managing Services KotlerKeller.

©2000 Prentice Hall ObjectivesObjectives ä Service Definitions & Classifications ä How Services Differ Goods ä Improving Service Differentiation, Quality,

Listening to Customers. Company Perceptions of Consumer Expectations Expected Service CUSTOMER COMPANY Listening Gap Provider Gap 1 Part 3 Opener.

Focus on the Customer Gap Analysis.

Fisk/Grove/John-4e, Copyright © Cengage Learning. All rights reserved. 1 | 1 Chapter 10 Building Customer Loyalty Through Services Quality.

Empowerment by cultural awareness training To assist in enhancing the effectiveness of cultural awareness training.

The Gaps Model of Service Quality

The Servqual Model SERVICE QUALITY.

Hospitality Services. Definition of Service A service is an activity or series of activities of more or less intangible nature that normally, but not.

Delivering Service Quality and Guaranteeing Services.

Conceptual Framework of the Book: The Gaps Model of Service Quality

What is Service Quality

Gap Model of Retail Service Quality

نیازهای آموزشی بیماران و طبقه بندنی این نیازها کارگاه مدیریت آموزش بیمار فاطمه حشمتی نبوی دکتری پرستاری.

What Is Gap Analysis? Gap analysis is a survey instrument used to determine the gaps between a service offered and a customers expectations.

Moments of Truth Each customer contact is called a moment of truth.

FINAL EXAM Will be about 30% questions from new material

Chapter 19 Customer Service.

Chapter 19 Customer Service.

SERVICE QUALITY A quick overview.

Presentation transcript:

Preston & Sarah Gap Analysis

So Where Do We Start? Conduct Gap Analysis. Expectations Survey and Perceptions Survey I’d like to focus on two techniques, though there are more.

The Expectations Survey and Perceptions Survey assess services quality. a series of questions that deal with tangibles, reliability, responsiveness, assurance, and empathy. Pass out handout #1 and #2. After they are distributed, explain the scale and that certain questions are geared towards different dimensions of service quality. i.e.- Tangibles are questions 1-4, Reliability 5-9, Responsiveness 10-13, Assurance 14-17, and Empathy 18-22 Derived from Thomas Foster’s, Managing Quality.

What to Do with This Survey? Administer the survey to customers, and management The results will show the differences in perceptions between: Customers Managers Employees Managers and customers You can administer this survey in different ways, including mail, face to face, etc. Derived from Thomas Foster’s, Managing Quality.

Identification & Evaluation The steps involved in the implementation of gap analysis . Identification of customer expectations Identification of customer experiences Identification of management perceptions Evaluation of service standards Evaluation of customer communications I’d like to focus on two techniques, though there are more.

Gap 1 – Knowledge Gap. The first gap will show the difference between actual customer expectations, and what management perceives to be customer expectations Identify customer expectations Derived from Thomas Foster’s, Managing Quality.

Gap 2 – Standards Gap Gap 2 is the difference in managers and the customers expectations of service quality. Derived from Thomas Foster’s, Managing Quality.

Gap 3 – Delivery gap Delivery of perfect services is not guaranteed, even if service specifications are defined, due to lack of training, preparations, and training. Get employees to meet or exceed standards through training and/or incentives Derived from Thomas Foster’s, Managing Quality.

Gap 4 – Communication This gap shows what the differences between services provided and the communications with the customer. Derived from Thomas Foster’s, Managing Quality.

Putting it to use Determine what can be changed Expectations training and/or incentives Communications I’d like to focus on two techniques, though there are more.