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ServquaL Model of Byju

Byju's is an Indian educational technology and online tutoring company that focuses on providing interactive learning programs for K-12 students. [1] It offers personalized learning programs tailored to each student's strengths and weaknesses through one-on-one mentoring and a knowledge graph that tracks student progress. [2] Byju's aims to make learning visual and contextual rather than just theoretical by leveraging technology and data. [3] It responds quickly to students' questions through an app chat feature and mentor contact.

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Shivam Jadhav
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829 views4 pages

ServquaL Model of Byju

Byju's is an Indian educational technology and online tutoring company that focuses on providing interactive learning programs for K-12 students. [1] It offers personalized learning programs tailored to each student's strengths and weaknesses through one-on-one mentoring and a knowledge graph that tracks student progress. [2] Byju's aims to make learning visual and contextual rather than just theoretical by leveraging technology and data. [3] It responds quickly to students' questions through an app chat feature and mentor contact.

Uploaded by

Shivam Jadhav
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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ServquaL Model of Byju

SERVQUAL’s Five Dimensions In terms of Byjus

 R = Reliability
 A= Assurance
 T = Tangibles
 E = Empathy
 R = Responsiveness

Reliability -According to Byju Raveendran, 35, was training graduate students on how
to crack the Common Aptitude Test (CAT)—the entrance exam conducted by IIMs—
when he decided to shift focus to early childhood education. Students taking competitive
exams, says Raveendran, have a much higher chance of success, if they are taught some
of the basic subjects, such as math and science, in an engaging and interesting way in
school. Also Byju’s, which seeks to alter the way students learn, offers programmes for
children from Classes IV to XII, besides preparing graduates for competitive exams—
CAT, IAS, GRE and GMAT. The focus is on making learning visual and contextual,
rather than just theoretical. The startup leverages technology and data to offer
personalised lessons. So finally if we talk about the conclusion by this as Raveendran
had a really beautiful vision when he started this company and later on he sort of took
the responsibilities of the children as they should be ready from an early age just
because of all these factor we believe Byju is really reliable.
Assurance- The startup has won several awards including like Big Research NDTV
Profit Business & Service Excellence Award, CNBC-TV 18 Crisil Emerging India Award
in Education, so all this award basically shows the class of the company also the founder
said Our product is built on that strong belief that when students learn on their
own, where they take the initiative, whatever you call learning, that counts for
50%. Not surprisingly, Byju’s promise has drawn in investors.

Tangible – All the office equipment, Computer, All the offices, camera and its
equipments all the communication equipment’s
Empathy- A big part of this, it claims, is its focus on content and designing
personalized learning through what it calls a “knowledge graph". With this, the app
learns which concepts a student may need more practice at, and adjusts learning
plans accordingly also byju focus a lot on mentorship culture they also give mentor
to each student joining in so that they can monitor the growth of each and every
student students they also give any time help so if a student is struggling with any
topic so student can write that in sort of a chat box in the app and mentor connects
to them ASAP.
Responsiveness- talking about the responsive ness as I said earlier whenever a
student require help they write in the chat box and within 1-2 hour the mentor gets
connected to the student along with this mentor also have their personal number
available 24*7 so that if a student need quick help student can directly contact them
and they provide a quick resolution. Their customer resolution score is 96% which
says it all.

Gap model
Knowledge Gap-
Career and Technical education is an area that schools and districts wish to
modernize. As future employer needs are evolving, so are the skills necessary for
success, and early exposure to career requirements are in-demand. Having a good
understanding of the academic path to reach those career goals is also a priority. The
types of tools educators and administrators seek include:

 Assessment options to track academic/career goals.


 Exploratory tools that allow students to find potential career choices.
 Virtual reality and other immersive experiences that allow students to “try on”
a job before they buy it.
 A better inclusion of STEM skills in career and technical education.

Standards gap

A huge focus on the collection and proper use of data is a component in many state
plans with the Every Student Succeeds Act, prompting needs in data related EdTech
services. With the changing emphasis on other measures of success than testing
results alone, the data schools are collecting about their students will likely grow
exponentially. Data related services and consultants will see good opportunities to
help schools:

 Make sense of and organize this data in a manner that aids state
policymakers, parents, teachers, and other stakeholders.
 Create communication systems, and other methods of professional
development for teachers.
 Offer solutions for keeping that data safe.

New tools and analytics will become necessary, as well as how to present the
findings in a straightforward way.

3. Delivery gap
Below cab be the some of the gap that I see when it comes to delivering service to
student.

 Engaging for students, using relevant scenarios and plot points in situational
learning experiences.
 Use virtual reality, or other immersive learning technology, with relevant
media that allows students to learn through “direct” experience.
 Find a way to assess these experiences holistically, through the
implementation of the program, and not as a separate test.

Communications gap
I think definitely every company struggle with this gap to understand this sort
of gap and also to solve it companies must require the input from the
customer so below can be some of the important tips if you consider while
communicating.

Think about your audience.

Who are you trying to reach? What are their concerns and preferred
communication techniques?

2.  Consider tools already in use.

Does your district have a learning management system in place that teachers
regularly use? If so, that might be a great place to engage them. If your
teachers regularly use Google Apps, for instance, Google tools might be your
best bet.

3. Communicate in multiple places.


Posting a sign in the teachers’ lounge is not enough. Neither is hitting “send” on
a group email. If you want your teachers to get a message, you need to post it
and share it in multiple locations, often with multiple modalities.

4.  Be as clear as possible.

Keep your message short and concise. Communicate the essentials using bullet
points or short, snappy sentences. Don’t get too wordy because people tend to
tune out large blocks of text. Better to be brief and link to more information.

5.  Archive info.

Decide on a permanent home for essential messages, and make sure everyone
knows how to access it. That way, if someone deletes or misses a message,
they can find it again. 

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