Available online at www.ilshs.pl International Letters of Social and Humanistic Sciences 8 (2013) 77-85 ISSN 2300-2697 Service marketing triangle and GAP model in hospital industry Rajesh K. Yadav1‚*‚ Nishant Dabhade2‚** 1 Associate Prof. & Head‚ Department of Management‚ RKDF College of Engineering‚ Bhopal (M.P.)‚ India 2 Assistant Professor‚ Department of Management‚ RKDF College of Engineering‚ Bhopal (M.P.)‚ India *‚**E-mail address: drrajeshkyadav@yahoo.com ‚ nishant
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THE GAP MODEL OF SERVICE QUALITY Service Quality Quality of the service is the degree of conformance of all the relevant features and characteristics of service to all the aspects of the consumers’ needs limited by the price and delivery s/he will accept. Quality can be viewed from two perspectives: Internal quality specifications based on conformance to based on customer-perceived External quality quality Importance Of Quality For Service Marketers Gain competitive
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GAP MODEL IN SERVICE MARKETING Perceived service quality can be defined as‚ according to the model‚ the difference between consumers’ expectation and perceptions which eventually depends on the size and the direction of the four gaps concerning the delivery of service quality on the company’s side (Fig. 1; Parasuraman‚ Zeithaml‚ Berry‚ 1985). Customer Gap = f (Gap 1‚ Gap 2‚ Gap 3‚ Gap 4) The magnitude and the direction of each gap will affect the service quality. For instance‚ Gap 3 will
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Gaps Model of Service Quality Table of Contents Executive Summary 3 Customer Gap 4 Example of Customer Gap 4 Listening Gap 5 Example of Listening Gap 6 Standard Design And Standard Gap 7 Example of Design and Standard Gap 8 Service Performance Gap 9 Example of Service Performance Gap 10 Communication Gap 11 Example of Communication Gap 12 Closing Gap 12 Diagram of Gap Model of Service Quality 13 Bibliography 14 Customers realize that the current system is not
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1.0 Executive summary Gardenia is a strong brand in Malaysia. Gardenia has produced a lot of kinds of bread such as the one-Butterscotch‚ Breakthru‚ Delica‚ Twiggies and many more. In order to satisfied different level of customer‚ every Gardenia product has its own special features. The price of Gardenia breads is low and almost the same as others competitors. In fact‚ the pricing of Gardenia bread is controlled by the government. This is because of the ingredient of the bread‚ flour which is one
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TITEL OF THE PROJECT PROJECT AT A GLANCE COMPANIES NAME : - Pizza Hut and Domino’s Pizza PROJECT TITEL : - Comparative study between Pizza Hut and Domino’s PROJECT GUIDE :-Dr. MANISHA SHARMA NAME OF THE STUDENTS: - Dhananjay (PGFB0815) Varsha agarwal(PGFB08)
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Domino’s Pizza and Pizza hut are American restaurant chains and international franchise pizza delivery corporations. Pizza hut is the largest pizza chain in the United States followed by dominoes. Pizza hut has 5‚139 store locations in 94 other countries and territories around the world. Domino’s has more than 10‚000 corporate and franchised stores in 70 countries. Presently dominoes have 7 stores in 7 different locations in Goa and pizza hut has only 1 store in Goa. Applying the 5 forces model: 1
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Case Study Pizza Hut‚ Inc Delivery Segment Analysis [pic] Presented to Professor Abhi Biswas By Group 4 Amit Huria Atif Sohel Chi-Lun Tseng Chao Liang Ching-Feng Chen Ilhan Ertan Kuo-yen Fu Nitin Vohra Nittala Kumar Sanjay Kukreti Yualdo Yudoprawiro MKT6301 Strategy Management Summer 2008 1. Introduction - 3 - 2. Nature of Demand - 3 - 3. Extent of Demand - 4 - 4. Nature of Competition - 5 - 5. Environmental Climate - 7 - 6. Stage of Product Life Cycle - 8 -
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YUM! BRANDS (KFC‚ PIZZA HUT‚ TACO BELL) Today‚ people found that the most popular branded food stores are performed well in worldwide included such as KFC‚ Pizza Hut and Taco Bell. Based on these three well-known restaurants‚ their company’s objectives are show a different higher expectation or need. Whereby‚ the company’s objectives need to be identified its different kind of prominent purpose of objective within an organisation. In the meantime‚ company’s objective can be classified as both
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INTRODUCTION In order to maximizing the effectiveness of production processes and meeting employee needs & desires Facility layout and design plays a key role in business’s overall operations. It entails in determining the placement off departments‚ work group within the departments‚ workstations‚ machines & stock holding points within a production facility. DEFINITION: “The physical arrangement of everything needed for the product or service‚ including machines‚ personnel‚ raw materials
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