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Understanding Customer Expectation Towards Services: Chandan Ratnabham Pratheek Naik Vivek Suman Vinit Jha

This document discusses understanding customer expectations of services. It aims to determine the nature and factors influencing customer service expectations, and how to manage and exceed those expectations. The research found that basic expectations are for companies to perform as intended without false promises. Price impacts expectations, with higher prices corresponding to better service. Customers want reliable and fair treatment from service representatives and personalized relationships with consistent contacts. Companies can build customer loyalty by demonstrating fair practices, reliability, managing promises, emphasizing the service process, and building relationships.

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41 views12 pages

Understanding Customer Expectation Towards Services: Chandan Ratnabham Pratheek Naik Vivek Suman Vinit Jha

This document discusses understanding customer expectations of services. It aims to determine the nature and factors influencing customer service expectations, and how to manage and exceed those expectations. The research found that basic expectations are for companies to perform as intended without false promises. Price impacts expectations, with higher prices corresponding to better service. Customers want reliable and fair treatment from service representatives and personalized relationships with consistent contacts. Companies can build customer loyalty by demonstrating fair practices, reliability, managing promises, emphasizing the service process, and building relationships.

Uploaded by

engg_vivek
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Understanding Customer Expectation towards services

Chandan Ratnabham Pratheek Naik Vivek Suman Vinit Jha

Objective
To

determine
Nature of customers service expectation Factors influencin the formation of these expectations Stabilit! of the expectation "ana ement of expectation b! companies #o$ to exceed the customer expectation

Research Methodology

Outcomes
%ne basic expectation is that companies should do $hat the! are supposed to do& No promises or fanciness& %ne ke! factor is the 'price& The more !ou pa!( the better the service should be& )ut vice versa is not true& Service companies should pla! * act fair&

5 Dimensions o !ervice
+&

Reliabilit!,- "eetin customer .emand( Concerned


$ith service outcome

/& 0& 1& 3&

Tan ibles Responsiveness 2ssurance 4mpath!

Exceeding customer"s demand# Concerned with service process

$one o %olerance or Customer"s Expectation

5 5

6t can expand * contract dependin upon situations& 7one of Tolerance for service reliabilit! is ver! ri id as it is the service core& Factors for increase8decrease in 7one of Tolerance
+& 4xperience /& 4xpectation of affiliated part! 0& Number of service alternatives 1& 4mer enc! * service failure situations

Customer $ants Personali9ed relationship $ith same representative& The! $ant a partner $ho cares about them :ant these representative to contact them( rather than al$a!s havin to initiate contact themselves&

Demonstrate &air play


Companies should make special effort to demonstrate fair pla! .evotin more attention in explainin policies and practices to customer Teachin customers more about service the! are bu!in ;istenin to customers and becomin more sensitive to their concerns )e reliable< do it ri ht the first time= "ana e promises

'uilding Customer &ranchise

(earning or the companies


.emonstrate Fair pla! )ein Reliable "ana e Promises ;evera in the Process .imension of Service )uildin Relationship )uildin a Customer Franchise throu h Service&

%han) *ou

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