Pantaloons

Project Topic A Study on the gap model of service quality of PANTALOONS Presented by Suvashis Mahapatra (10DR009) Arka deep Dasgupta (10DR012) Subroto Bej (10DR015)

Content ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Indian Retail Sector ,[object Object],[object Object],[object Object]

Introduction about the company ,[object Object],[object Object]

Introduction about the industry to which the company belong to. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Cont… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Lines of Business ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],Service Classification of the company

Category Option Pantaloons Purpose(Satisfy needs of) ,[object Object],[object Object],[object Object],Purpose is to satisfy the needs of both Business and individual Structure ,[object Object],[object Object],Pantaloons is profit oriented Type ,[object Object],[object Object],Pantaloon is public Organization

Category Option Pantaloons Degree of Tradability ,[object Object],[object Object],Degree of Tradability in Pantaloons is Pure Service & embodied service Service directed Towards ,[object Object],[object Object],Service in Pantaloons is directed towards Individual Degree of Merchantability ,[object Object],[object Object],[object Object],Degree of Merchantability in Pantaloons is high

Category Option Pantaloons Type of Relationship ,[object Object],[object Object],[object Object],In Pantaloons the type of Relationship with the customer is formal as well as Informal Degree of Participation (DP) ,[object Object],[object Object],[object Object],[object Object],Degree of participation in Pantaloons is the Customer must be present & customer must start and finish the service

Category Option Pantaloons Level of Demand ,[object Object],[object Object],In Pantaloons Level of Demand sometime exceeds Capacity Degree of Fluctuation ,[object Object],[object Object],[object Object],[object Object],Degree of Fluctuation in Pantaloons is variable

Category Option Pantaloons Number of Services and Goods ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],In Pantaloons they provide Multiple Services with multiple goods Units of Service ,[object Object],[object Object],[object Object],Units of service is defined by both time and situation

Category Option Pantaloons Degree of Equipments base ,[object Object],[object Object],[object Object],Degree of Equipment base in Pantaloons is very high Degree of Customization ,[object Object],[object Object],[object Object],Degree of Customization in Pantaloons is highly modified Degree of Durability ,[object Object],[object Object],[object Object],[object Object],Degree of durability in Pantaloon is relative to customer

Category Option Pantaloons Availability of Service ,[object Object],[object Object],Availability of service in Pantaloons is multiple site Nature of Delivery ,[object Object],[object Object],[object Object],Nature of Delivery in Pantaloons is continuous Type of Consumption ,[object Object],[object Object],[object Object],Type of Consumption in Pantaloons is collective Allocation of Capacity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Allocation of capacity in PVR is by all method

Service marketing Mix analysis of the company ,[object Object],[object Object],[object Object]

PRODUCT ,[object Object],[object Object],[object Object],[object Object]

Contd. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Cont…….. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PRICE ,[object Object],[object Object],[object Object],[object Object]

PLACE ,[object Object],[object Object],[object Object],[object Object]

PROMOTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Cont….. ,[object Object],[object Object]

PEOPLE ,[object Object],[object Object],[object Object]

PROCESS ,[object Object],[object Object]

PHYSICAL EVIDENCE ,[object Object],[object Object],[object Object]

Service Blueprint of PANTALOONS PHYSICAL EVIDENCE CUSTOMER ACTIONS ONSTAGE CONTACT EMPLOYEE ACTION BACK STAGE CONTACT EMPLOYEEACTION SUPPORE PROCESS

Blue print analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

F. Theoretical overview of the terms used in the SERVQUAL gap model. ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customers’ Service Expectations CUSTOMER SERVICE ORGANIZATION Customers’ Service Perceptions GAP 5 Service Quality Gap Organization’s Understanding of Expectations Organization’s Service Standards Organization’s Service Performance Organization’s Communications to Customers Market Information Gap Service Performance Gap Internal Communication Gap Service Standards Gap GAP 1 GAP 2 GAP 3 GAP 4

Gap 2 Customer- driven service Designs & standards Management perception Of customer expectations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service facility ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Complains ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Gap reduction strategies that the company is practicing ,[object Object],[object Object],[object Object]

Pantaloons

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Pantaloons