Service quality gaps model on movie plex

1. GAPS MODEL OF SERVICE QUALITY
EXAMPLE:
MOVIE PLEX

2. Seven Service Quality Gaps

3. Management
definition
of these needs
Customer needs
and expectations
CUSTOMER
COMPANY
GAP 1
1. Knowledge Gap
1. Knowledge Gap

4. • Interaction through social media
• Good CRM practices

5. CUSTOMER
COMPANY
GAP 2
Customer
perceptions of
product execution
2. Standards Gap
Management
definition
of these needs
2. Standards Gap

6. • Well defined Blueprints
• Good Ambience
• Cleanliness
• Physical Evidence

7. CUSTOMER
COMPANY
Customer perceptions of
product execution
GAP 3
Translation into
design/delivery specs
3. Delivery Gap
3. Delivery Gap

8. Delivery of goods-Movie Plex
• Some customers who negatively impact other customers
• Word of mouth communication through friends

9. 4. Internal Communication Gap
CUSTOMER
COMPANY
Advertising and
sales promises
GAP 4
Execution of design/delivery
specification
4. Internal
Communication Gap

10. Movie Plex
• Lack of education for Customers
• Lack of Internal Marketing
• Absence of customer expectation management through all forms of
communication

11. 5. Perceptions Gap

12. • Perception of Equality and Fairness
• Premium class with average ticket price
• Seats are relaxing as promised

13. 6. Interpretation Gap

14. Movie Plex
• Customer expects discount during festive seasons

15. 7. Service Gap

16. Customer perception
of product execution
Customer interpretation of
communications
Customer experience
relative to expectation
Movie
timings
Ticket
booking
Waiting
lounge
area
3:15 3:30 3:45
Cozy and
comFortable
sofa
Uncomfortable
and conjucted
Too much rush
and no space to
sit
Booking by
telephone
Collect before
movie
Collect before 30
mins of movie

17. • Movie started as per timings
• Ticketing persons books the ticket without any error
• Whenever there is conflict, it is resolved quickly
• Screens are fully HD quality
• Waiting lounge area and facilities are engaging

18. • Prepared by:
• Darshana Chauhan
• Heeral Brijlani
• Bhumika Mistry
• Lakshman Dangar
• Sanjay Vadher
• Guided by:
• Prof. Archana Gadhavi