For this assignment you will provide a personal example of a recent service-rela
ID: 434903 • Letter: F
Question
For this assignment you will provide a personal example of a recent service-related experience and measure it according to each of these two techniques, making sure to do each of the following:
Briefly describe the service you experienced. (5 points)
SERVQUAL. Provide a description of each of the five dimensions, including tangibles, reliable, responsiveness, assurance, and empathy, and how these applied to your service encounter. (3 points for each dimension described)
If GAP Analysis applies, describe the difference between your expectations of quality and what actually occurred. If Gap Analysis does not apply, make sure to explain why it did not apply. For example, if you did not make a complaint, Gap Analysis would not apply. If that is the case, explain why you did not complain. Also indicate what could have been added (or removed) to improve your experience. (5 points)
Explanation / Answer
My recent service related experience
I had ordered grocery product online, it is one of the best online grocery store in the country. The service provided to customers are exceptional. Recently I had to return a product and the product delivered was slightly bad in quality. And the online store provided quality guarantee. As soon as I complaint about the product to the customer service. There was an immediate response and immediately the refund was provided into the grocery store wallet.
The five dimensions
Reliability- according to service provided the online grocery store is completely reliable because of quick service provided.
assurance - they provide Assurance in the form of quality guarantee of all the products delivered
tangible- the tangible are packed in an eco-friendly material and packing is done efficiently
empathy- the immediate response shows that the customer service of the company is empathetic towards the customer
responsiveness- as mentioned the response was quick.
Gap analysis
Gap 1 knowledge gap
Gap 2 the standards gap
Gap 3 the delivery gap.
Gap 4 the communication gap
As mentioned in the case none of the gap exist as the customer service has exceeded the customer expectations by providing quality service and quick response this shows that there is no communication gap. No delivery gap as all the technological system enabling the communication is working efficiently. No standard gap or knowledge gap as well.
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