Gaps model movie plex
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Transcript of Gaps model movie plex
GAPS MODEL OF SERVICE QUALITYEXAMPLE:MOVIE PLEX
Seven Service Quality Gaps
Management definition of these needs
Customer needs and expectations
CUSTOMER
COMPANY
GAP 1
1. Knowledge Gap
1. Knowledge Gap
• Interaction through social media
• Good CRM practices
CUSTOMER
COMPANY
GAP 2
Customer perceptions of product execution
2. Standards Gap
Management definition of these needs
2. Standards Gap
• Well defined Blueprints• Good Ambience• Cleanliness• Physical Evidence
CUSTOMER
COMPANY
Customer perceptions of product execution
GAP 3
Translation into design/delivery specs
3. Delivery Gap
3. Delivery Gap
Delivery of goods-Movie Plex
• Some customers who negatively impact other customers• Word of mouth communication through friends
4. Internal Communication GapCUSTOMER
COMPANY Advertising and sales promises
GAP 4
Execution of design/delivery specification
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 of product execution
Customer interpretation of communications
Customer experience relative to expectation
Movie timings
Ticket booking
Waiting lounge area
3:15 3:30 3:45
Cozy and comFortable sofa
Uncomfortable and conjucted
Too much rush and no space to sit
Booking by telephone
Collect before movie
Collect before 30 mins of movie
• 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