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Z.H Sikder University of Science & Technology

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Name Student ID1 Bijoy Kundu 120216018

2 Shipan Mahmud 120216038

3 Tareq Aziz Khan 130216001

4 Ajmeri Khanam 120216001

5

Tithi Debnath120216096

  

6 Sayeda Israt Zahan 1202161327 Sadia Sultana Nupur 120216016

Z.H Sikder University of Science & Technology

Presentation on Topic:

Service quality gap model of Z.H. Sikder University of science & Technology

 

Submitted ToShahrima Juthi

Lecturer, Faculty of Business Administration

Z.H Sikder University of Science & Technology

 

Submitted By:Invincible Batch-1st 

Program-B.B.A Department: Business

AdministrationDate: 17th November 2015

 ZHSUST

Z.H Sikder University of Science & Technology

Service quality gap model of Z.H. Sikder University of Science & Technology

Definition of serviceBerry define Service as act, deeds & performance. Service is a form of Product but not tangible.

AMA define service as activities, benefits or satisfaction that are offered for sale, or provided in connection with the sale of goods.

Examples of service: Telecommunication service (Industrial Service) Education Service (professional Service) Banking Service (Industrial Service) Consultancy Service (Industrial Service) Health care Financial service

What is quality In the words of crosby: Quality is conformance to requirements

ASQC Define: Quality is the totality of features and characteristics of a product, or service that bear on it’s ability to satisfy stated or implied needs.

Service quality is a comparison of expectations with performance. An assessment of how well a delivered service conforms to the client's expectations. 

What is service quality?

Service Quality Dimensions

Reliability Responsiveness

Assurance Empathy

Service Quality Dimensions of ZHSUST

Reliability: Delivering on promises ZHSUST has lack of reliability

Responsiveness: Willingness to help students and provide prompt service

ZHSUST Has better responsiveness

Assurance: inspiring trust and confidence

Not so good not so bad

Service Quality Dimensions of ZHSUST

Empathy: Caring, individualized attention given to students

ZHSUST is caring

Tangibles: Appearance to physical facilities, equipment, personnel, and written materials.

Not much Developed at tangibles. They has to do

infrastructural development, Several Department Building, Equipment, System etc)

Gaps Model of Service qualityThe gaps model was proposed by A

parasuraman, valarie Zeithaml and LL Berry in 1985 in the journal of marketing

Professor A. Parasuraman

Dr. Valarie Zeithaml Dr. Leonard L. Berry

Gaps of Z.H. Sikder University of Science & Technology

Library problem (80% students said there has lack of Books)

Teacher turnover (50% students said here has teacher turnover problem)

Standard of Education (25% students has questions about standard of education)

Common room Problem (80% students has complaints about Common room)

Service quality Gaps of ZHSUST

We found various gaps between Students expectations & Perceptions. That is called customer gap. We made some questionnaires and completed a face to face interview. Many students are satisfied with University services and some are dissatisfied.

Some important gaps are discussed below through help of Pie Chart and Bar Diagram

We made percentage about how many

students are satisfied and how many are dissatisfied.

Gaps of Z.H. Sikder University of Science & Technology

Computer & Internet Problem (80% students dissatisfied with Computer & internet)

Transportation/BUS problem (50% students need transportation)

Engineering Lab problem ( Many complaints about Lab)

Wash room problem (90% students complaint about wash room)

Chair table problem (30% students said our has chair lacking)

Experienced Teacher lacing (40% respondent said)

Gaps presented through help of Bar Diagram

Librar

y prob

lem

Teache

r turno

ver

Stand

ard of

Educa

tion

Common

room

Compu

ter & In

terne

t

Transp

ortati

on

WashRoom

Experi

enced

Teach

er

Lab pr

oblem

0

10

20

30

40

50

60

70

80

90

100

80

50

25

80 80

50

90

40

50

Series1

Gaps presented through help Pie chart

Library prob-lem; 80

Teacher turnover; 50

Standard of Education; 25

Common room; 80

Computer & Internet; 80Transportation;

50

WashRoom; 90

Experienced Teacher; 40

Lab problem; 50

Provider gap Provider gap1

Not knowing what customers expect

Provider gap2 Not selecting the right service designs and standards

Provider gap3Not delivering to service standards

Provider gap4Not matching performance to promises

Provider gap

Provider gap1 is also known as- (The knowledge gap)

Provider gap2 is knows as- (The service design & standard gap)

Provider gap3 also known as- (The service performance gap)

Provider gap4 also known as- (The communication gap)

Closing the gapsGap 1: Learn what customers expectGap 2: Establish the right service

quality standardsGap 3: Ensure that service

performance meets standardsGap 4: Ensure that delivery matches

promises

Closing gap 1: Learn what customers expect

Use research, complaint analysis, customer panels

Increase direct interactions between managers and customers

Improve upward communications

Act on information and insights

listen to customers

Closing gap 2: Establish the right service quality standards

Top management commitment to providing service quality

Establish challenging and realistic service quality goals

Train managers to be service quality leaders

Be receptive to new ways to deliver service quality

Gain employee acceptance of goals and priorities

Measure performance of service standards and provide regular feedback

Reward managers and employees for achievement of quality goals

Service Quality Awards

Closing gap 2: Establish the right service quality standards

Closing gap 3: Ensure that service performance meets standards

Attract the best employeesSelect the right employeesDevelop and support employees

◦train employees ◦provide appropriate technology

& equipment◦encourage and build teamwork◦empower employees ◦internal marketing

Can I take your

order?

Closing gap 4: Ensure that service delivery matches promises

Seek input from operations personnel on what can be done

‘Reality’ advertising◦ real employees, real customers, real situations

Seek input from employees on advertisingGain communications between sales, operations and

customers Internal marketing programs

Ensure consistent standards in multi-site operations

In advertising, focus on service characteristics that are important to customers

Manage customer’s expectations◦What are realistic

expectations?◦Explain industry realities

Why do we always have to wait?

Closing gap 4: Ensure that service delivery matches promises