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Gap Analysis
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- 8. Management Perception of customers perception Translational of perception into service quality specification Service Delivery ( pre & post contact ) Perceived Service Expected Service Words of mouth communication Personal Needs Past Experience Gap 1 Gap 2 Gap 3 External Communication to customers Gap 4 Customers Marketers Customer Gap
- 9. Customer Gap › The difference between customer expectation and perceptions – the service quality gap Perceived Service Expected Service Words of mouth communication Personal Needs Past Experience Customers Marketers Customer Gap
- 10. The Difference between what customers expected and what management perceived about the customers expectations.
- 11. Management Perception of customers perception Perceived Service Expected Service Words of mouth communication Personal Needs Past Experience Gap 1 Customers Marketers Customer Gap
- 12. Work from home Flexible timings Effective Salary $300 to $400 per month Full Time – Part time One to one homework help Reasonable cost $100 per month After the school timings Exception of the customers Improvement in scores
- 13. The Difference between management perception of consumers expectation and translation of those perceptions into service quality and designs.
- 14. Management Perception of customers perception Perceived Service Expected Service Words of mouth communication Personal Needs Past Experience Gap 1 Customers Marketers Customer Gap Translational of perception into service quality specification Gap 2
- 17. Management Perception of customers perception Translational of perception into service quality specification Service Delivery ( pre & post contact ) Perceived Service Expected Service Words of mouth communication Personal Needs Past Experience Gap 1 Gap 2 Gap 3 Customers Marketers Customer Gap
- 20. Management Perception of customers perception Translational of perception into service quality specification Service Delivery ( pre & post contact ) Perceived Service Expected Service Words of mouth communication Personal Needs Past Experience Gap 1 Gap 2 Gap 3 External Communication to customers Gap 4 Customers Marketers Customer Gap
- 21. Physical Evidence › Scores of the Students