Analyzing Service Gaps at Softlogic Holdings PLC: A Marketing Report

This report, submitted by a student to the Sri Lanka Institute of Marketing, analyzes the service gap model of Softlogic Holdings PLC. It examines various gaps, including knowledge, policy, service delivery, and communication gaps, and their impact on customer satisfaction. The report provides an overview of Softlogic Holdings PLC, a major player in Sri Lanka's business landscape, and reviews customer experiences related to these gaps. It identifies key factors contributing to each gap and provides examples of customer dissatisfaction. Furthermore, the report offers specific recommendations to address and mitigate these gaps, aiming to improve customer experience and overall service quality. The recommendations cover areas such as enhancing customer research, establishing clear service standards, improving employee training, and refining communication strategies. The report concludes by emphasizing the importance of addressing these gaps to ensure customer satisfaction and maintain the company's competitive edge.