Y



By Rahul K
Roll No.37
j
  

‡ Sparkles is the largest chain of launderette & dry

cleaning stores in the twin cities of Hyderabad &
Secunderabad with around 8 to 10 branches.
‡ It was established by Mr. Kalyan G, a Chartered
accountant, who held top positions in
international IT / ITES companies.
‡ They provide high quality laundry and dry
cleaning services at competitive pricing.
Y 

‡ Dry cleaning
‡ Electric dry cleaning
‡ Washing & Pressing
‡ Stain removal
‡ Pick up & delivery
Y


‡ The service encounter/moment of truth is
Greet the client &
Client visits Issue the token
explain him the features

Generally there are three types of service

encounters:-
1)Remote encounter(Website/Emails)
2)Phone encounter
3)Face-to-Face encounter
§

§
‡ Product- Purely service based, no physical product.

‡ Price -
Pricing is based on the weight of the clothes. 75 rupees for 1Kg
of clothes.
Home pickup & delivery charged extra.
Prices vary based on the services.

‡ Place - Branches almost every where in the city.

‡ Promotion - They don¶t spend much to promote their service. The

promotion is purely through word of mouth & some other cheap
modes of promotion like just dial, online classifieds & social
networking.


‡ People ± All employees were trained for maintaining a perfect time
management.
Importance is given to person hygiene and appearance ±
clean uniform and shoes.

‡ Physical evidence -
Washing machines, reception, equipment, hangers & shelves.

‡ Process
Õ
§ 
The gaps model of service quality was first developed by a group of
authors, Parasuraman, Zeithaml, Berry, at Texas A&M and North
Carolina Universities, in 1985 (Parasuraman, Zeithaml & Berry).
Based on exploratory studies of service such as executive interviews
and focus groups in four different service businesses the authors
proposed a conceptual model of service quality indicating that
consumers¶ perception toward a service quality depends on the four
gaps existing in organization ± consumer environments.

r




Perceived service quality can be defined as, according to the
model, the difference between consumers¶ expectation and
perceptions which eventually depends on the size and the direction
of the four gaps concerning the delivery of service quality on the
company¶s side (Fig. 1; Parasuraman, Zeithaml, Berry, 1985).
Customer Gap = f (Gap 1, Gap 2, Gap 3, Gap 4)
Õ


‡ The difference between what customers

expected and what management perceived about
the expectation of customers.
Õ


‡ The difference between management¶s

perceptions of customer expectations and the
translation of those perceptions into
service quality specifications and standards.
Õ


‡ The difference between specifications or

standards of service quality and the actual
service delivered to customers.
Õ


‡ The difference between the service delivered to

customers and the promise of the firm to
customers about its service quality
Õ
  

‡ The difference between customer expectations
and perceptions ± the service quality gap.
Õ Y§

 @ 



‡ They should promote their service more often as
these type of ventures are very few in India &
also most of the people here are not aware of
these services, moreover, besides having a lots of
branches in the city, their promotion is weak.
r

!