Gaps model movie plex
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The document discusses the seven gaps model of service quality as it applies to a movie theater called Movie Plex. It identifies the seven gaps as: 1) the knowledge gap between customer expectations and management perception, 2) the standards gap between management perception and service specifications, 3) the delivery gap between service specifications and service delivery, 4) the internal communication gap between marketing and service delivery, 5) the perceptions gap between marketing communications and customer perception, 6) the interpretation gap between customer perception and their response, and 7) the service quality gap between expected and actual service performance. Examples of each gap at Movie Plex are then provided.
Gaps model 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
- 12. ⢠Perception of Equality and Fairness ⢠Premium class with average ticket price ⢠Seats are relaxing as promised
- 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