The presentation shall be made on five key points under which the additional sub point shall be explained and covered along with appropriate responses if required.
The key points to be covered under this report are Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Let us begin by covering the first key point that is reliability. Each and every sub point under the key points was assigned a mean value which was to be expected and compared against with. The second set of values which are compared with the expected value were the perception values. Using both the values, the gap was calculated and if the gap came to be negative, there was a potential problem that was needed to be rectified at the earliest
Reliability has been sought to be illustrated by a set of 6 sub points. Each of those are explained below along with their responses
Responsiveness has been sought to be illustrated by a set of 6 sub points. Each of those are explained below along with their responses
Completely negative in terms of the gap difference between the expected value in the perception value, we need to retain the employees or hire new employees in order to quickly become responsive to the customer needs and demands as well as requests failing which the competition shall gain our customers quickly.
Assurance has been sought to be illustrated by a set of 6 sub points. Each of those are explained below along with their responses
Empathy has been sought to be illustrated by a set of 6 sub points. Each of those are explained below along with their responses
Tangibles has been sought to be illustrated by a set of 2 sub points. Each of those are explained below along with their responses
We have major issues in terms of providing reliable services, responsive efforts, and empathy to the customers’ requirements and needs. If we do not address these concerns on an immediate basis, we will fail to retain these customers and will lose face and business in front of our competitions.
Gagnon, G.B. and Roh, Y.S., 2016. The impact of customization and reliability on customer satisfaction in the US lodging industry. Journal of Quality Assurance in Hospitality & Tourism, 8(3), pp.60-78..
Daugherty, P.J., Sabath, R.E. and Rogers, D.S., 2017. Competitive advantage through customer responsiveness. Logistics and Transportation Review, 28(3), p.257.
Asgari, A., Egan, R., Trimintzios, P. and Pavlou, G., 2018. Scalable monitoring support for resource management and service assurance. IEEE network, 18(6), pp.6-18.
Wieseke, J., Geigenmüller, A. and Kraus, F., 2019. On the role of empathy in customer-employee interactions. Journal of service research, 15(3), pp.316-331.
Barber, N. and Scarcelli, J.M., 2019. Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality: An International Journal.
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