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The document analyzes the service quality of Karnataka Bank based on an 11-point model. It finds gaps between the bank's understanding of customer expectations and perceptions of service quality. It also evaluates gaps in the bank's market research, communication with customers, relationship building, service design, standards, facilities, human resources, customer roles, and demand/capacity alignment. Areas needing most improvement include upward communication, service recovery planning, defining service standards, physical facilities, empowering employees consistently, and managing customer roles.
The document analyzes the service quality of Karnataka Bank based on an 11-point model. It finds gaps between the bank's understanding of customer expectations and perceptions of service quality. It also evaluates gaps in the bank's market research, communication with customers, relationship building, service design, standards, facilities, human resources, customer roles, and demand/capacity alignment. Areas needing most improvement include upward communication, service recovery planning, defining service standards, physical facilities, empowering employees consistently, and managing customer roles.
The document analyzes the service quality of Karnataka Bank based on an 11-point model. It finds gaps between the bank's understanding of customer expectations and perceptions of service quality. It also evaluates gaps in the bank's market research, communication with customers, relationship building, service design, standards, facilities, human resources, customer roles, and demand/capacity alignment. Areas needing most improvement include upward communication, service recovery planning, defining service standards, physical facilities, empowering employees consistently, and managing customer roles.
Companies understanding about customer expectations of service quality
Companies understanding about customer perceptions of service
Provider Gap l, the Listening Gap
1. Market Research Orientation
The amount and type of market research adequate to understand customer
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expectations of Karnataka Bank.
The companies usage of such information in decisions about service provision 2. Upward Communication Managers and customers interaction with the management to know what customers expect Effectiveness of contact people in sharing info about customers expectation to management 3. Relationship Focus The extent of Bank in understanding the expectations of different customer segment The extent of Bank in focusing on relationships with customers rather
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than transactions 4. Service Recovery Effectiveness of KARNATAKA BANK in the service recovery KARNATAKA BANK pre plan in case of service failure 7
5. Systematic Service Design
Effectiveness of Karnataka Bank service development process
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6.
Effectiveness in defining new services to its customers and employees
Presence of Customer-Defined Standards Efficiency of KARNATAKA BANK service standards Correspondence of KARNATAKA BANK service standards to customer expectations
Effectiveness of KARNATAKA BANK in the process for setting and
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tracking service quality goals
7. Appropriate Physical Evidence and Services cape KARNATAKA BANK physical facilities, equipment, and other tangibles appropriate to the service offering KARNATAKA BANK physical facilities, equipment, and other tangibles
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attractive and effective?
Provider Gap 3, the Service Performance Gap 8. Effective Human Resource Policies Effectiveness of KARNATAKA BANK in recruiting, hiring, training, compensating, and empowering employees
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Consistency in service quality delivery across its employees, teams, units,
and branches 9. Effective Role Fulfillment by Customers Customers understandability about their roles and responsibilities Effectiveness of KARNATAKA BANK in managing its customers to
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fulfill their roles, especially customers who are incompatible
10. Effective Alignment with Service Intermediaries Conflict over objectives and performance, fetching costs and rewards
Consistency in service quality delivery within the state
11. Alignment of Demand and Capacity KARNATAKA BANK ability to match supply with demand fluctuations
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9.
Provider Gap 4, the Communication Gap
Integrated Services Marketing Communications Level of Communication to customers about what will be provided to them Pricing KARNATAKA BANK carefulness in not pricing high that customer expectations are raised