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Service Quality Model Audit

The document analyzes the service quality of Karnataka Bank based on an 11-point model. It finds gaps between the bank's understanding of customer expectations and perceptions of service quality. It also evaluates gaps in the bank's market research, communication with customers, relationship building, service design, standards, facilities, human resources, customer roles, and demand/capacity alignment. Areas needing most improvement include upward communication, service recovery planning, defining service standards, physical facilities, empowering employees consistently, and managing customer roles.

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yashvimehta93
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430 views3 pages

Service Quality Model Audit

The document analyzes the service quality of Karnataka Bank based on an 11-point model. It finds gaps between the bank's understanding of customer expectations and perceptions of service quality. It also evaluates gaps in the bank's market research, communication with customers, relationship building, service design, standards, facilities, human resources, customer roles, and demand/capacity alignment. Areas needing most improvement include upward communication, service recovery planning, defining service standards, physical facilities, empowering employees consistently, and managing customer roles.

Uploaded by

yashvimehta93
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SERVICE QUALITY MODEL AUDIT

Customer Gap On a 10 point scale


Companies understanding about customer expectations of service quality

Companies understanding about customer perceptions of service

Provider Gap l, the Listening Gap

1. Market Research Orientation


The amount and type of market research adequate to understand customer

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expectations of Karnataka Bank.


The companies usage of such information in decisions about service
provision
2. Upward Communication
Managers and customers interaction with the management to know what
customers expect
Effectiveness of contact people in sharing info about customers
expectation to management
3. Relationship Focus
The extent of Bank in understanding the expectations of different
customer segment
The extent of Bank in focusing on relationships with customers rather

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5

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than transactions
4. Service Recovery
Effectiveness of KARNATAKA BANK in the service recovery
KARNATAKA BANK pre plan in case of service failure
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5. Systematic Service Design


Effectiveness of Karnataka Bank service development process

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8


6.

Effectiveness in defining new services to its customers and employees


Presence of Customer-Defined Standards
Efficiency of KARNATAKA BANK service standards
Correspondence of KARNATAKA BANK service standards to customer
expectations

Effectiveness of KARNATAKA BANK in the process for setting and

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tracking service quality goals


7. Appropriate Physical Evidence and Services cape
KARNATAKA BANK physical facilities, equipment, and other tangibles
appropriate to the service offering
KARNATAKA BANK physical facilities, equipment, and other tangibles

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5

attractive and effective?


Provider Gap 3, the Service Performance Gap
8. Effective Human Resource Policies
Effectiveness of KARNATAKA BANK in recruiting, hiring, training,
compensating, and empowering employees

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5

Consistency in service quality delivery across its employees, teams, units,


and branches
9. Effective Role Fulfillment by Customers
Customers understandability about their roles and responsibilities
Effectiveness of KARNATAKA BANK in managing its customers to

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5

fulfill their roles, especially customers who are incompatible


10. Effective Alignment with Service Intermediaries
Conflict over objectives and performance, fetching costs and rewards

Consistency in service quality delivery within the state


11. Alignment of Demand and Capacity
KARNATAKA BANK ability to match supply with demand fluctuations

8.

9.

Provider Gap 4, the Communication Gap


Integrated Services Marketing Communications
Level of Communication to customers about what will be provided to them
Pricing
KARNATAKA BANK carefulness in not pricing high that customer
expectations are raised

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