Analyzing the Service Gap Model of an Organization
Added on 2022-11-30
14 Pages2669 Words434 Views
1
Certificate in Services Marketing
Assignment Topic Analyzing the service gap model of an organization
Student Name Charithma Dissanayake
Reg. No. 0000047658
Individual Assignment
July 2021
Sri Lanka Institute of Marketing
Certificate in Services Marketing
Assignment Topic Analyzing the service gap model of an organization
Student Name Charithma Dissanayake
Reg. No. 0000047658
Individual Assignment
July 2021
Sri Lanka Institute of Marketing
2
Assignment Marking Scheme – CSM I – 2021
(For the use of the examiners only)
Programme Certificate in Services Marketing
Assignment Topic Analyzing the service gap model of an organization
Assignment Marking Scheme – CSM I – 2021
(For the use of the examiners only)
Programme Certificate in Services Marketing
Assignment Topic Analyzing the service gap model of an organization
3
Contents
Certificate in Services Marketing .................................................................................................................. 1
Individual Assignment ............................................................................................................................... 1
Assignment Marking Scheme – CSM I – 2021 (For the use of the examiners only) ................................. 2
Executive summary ....................................................................................................................................... 4
An overview of the Softlogic Holdings PLC, ........................................................................................... 7
Review of customer experience through service gap ................................................................................ 7
Recommendations ................................................................................................................................... 11
Contents
Certificate in Services Marketing .................................................................................................................. 1
Individual Assignment ............................................................................................................................... 1
Assignment Marking Scheme – CSM I – 2021 (For the use of the examiners only) ................................. 2
Executive summary ....................................................................................................................................... 4
An overview of the Softlogic Holdings PLC, ........................................................................................... 7
Review of customer experience through service gap ................................................................................ 7
Recommendations ................................................................................................................................... 11
4
Executive summary
This report will give you an idea of the concept of service gap model in an organization such as
knowledge gap, policy gap, service delivery gap, communication gap etc. Further this will be
discussion about how reduce the customer satisfaction through this service gap and what are the
reasons. This report provides an in-depth analysis of customer experience and analysis of
relevant policies and procedures.
Executive summary
This report will give you an idea of the concept of service gap model in an organization such as
knowledge gap, policy gap, service delivery gap, communication gap etc. Further this will be
discussion about how reduce the customer satisfaction through this service gap and what are the
reasons. This report provides an in-depth analysis of customer experience and analysis of
relevant policies and procedures.
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