A Presentation on

Gap analysis of Banking Service

and Blueprint

Prepared by:-

Mehul Rasadiya

K.K. Parekh Institute of Management Studies

(Amreli)
 Comparison between Service performance and
consumer expectation
Gain competitive advantage, maintain loyalty
Increase value (may permit higher margins)
Improve profits
 Service quality assessments are formed on
judgments of:
 outcome quality
 interaction quality
 physical environment quality
 Reliability: Delivering on promises.

 Responsiveness: Willingness to help customers .

 Assurance: Inspiring trust and confidence.

 Empathy: Treating customers as individuals.

 Tangibles: Representing the service physically.

 Competence: Skill and Knowledge.

 Security: Free from Danger

 Communication : Understand and Listening Customer
 Access : Ease to Contact
 Knowing the customer : Understand the consumer’s individual needs
 Expected
Service
CUSTOMER
Customer
Gap
Perceived
Service

COMPANY External
Service
Communications
Delivery Gap 4 to Customers
Gap 3
Gap 1 Customer-Driven
Service Designs and
Standards
Gap 2
Company Perceptions
of Consumer
Expectations
 Customer Gap:
 difference between customer expectations and perceptions
 Provider Gap 1 (The Knowledge Gap):
 not knowing what customers expect, want, need
 Provider Gap 2 (The Service Design & Standards Gap):
 not having the right service designs and standards
 Provider Gap 3 (The Service Performance Gap):
 not delivering to service standards
 Provider Gap 4 (The Communication Gap):
 not matching performance to promises
 Expected
Service

Customer
Gap
Perceived
Service

External
Service
Communications
Delivery Gap 4 to Customers
Gap 3
Gap 1 Customer-Driven
Service Designs and
Standards
Gap 2
Company Perceptions
of Consumer
Expectations
 Expected
Service

 Can’t be wait

 Waiting time 5 min.

Company
Perceptions of
Consumer
Expectations
 Customer Expectations

•poor marketing research orientation

•Lack of upward communication
•Insufficient relationship focus

Company Perceptions of
Customer Expectations
 Listen to customers through research.
 Cover company strategy to retain and strengthen the
relationship.
 Improve upward communication
 Expected
Service

Customer
Gap
Perceived
Service

External
Service
Communications
Delivery Gap 4 to Customers
Gap 3
Gap 1 Customer-Driven
Service Designs and
Standards
Gap 2
Company Perceptions
of Consumer
Expectations
 Company
Perceptions of
Consumer
Expectations

 Waiting time 5 min.

Waiting time 10 min.

Service
Specification/
Standard
 Management Perceptions of
Customer Expectations

• Poor service design

• lack of customer-driven standards

Customer-Driven Service
Designs and Standards
Service redesign
 Increase number of Cash windows
 Pace of transaction
 Counting machine

Reset Standards
 Surveys
 Complains.
 Feedback
Delivering and Performing Service
 Expected
Service

Customer
Gap
Perceived
Service

Service External
Delivery
Gap 4 Communications
to Customers
Gap 3
Gap 1 Customer-Driven
Service Designs and
Standards
Gap 2
Company Perceptions
of Consumer
Expectations
 Service
Specification/
Standard

 Waiting time 10 min.

 Waiting time 20 min.

Service
Delivery
 Customer-Driven Service
Designs and Standards

•Insufficient Employees
•Customers who do not fulfill roles
•Failure to match supply and demand
•Lack of qualification and Experience

Service Delivery
Recruiting Qualified and Experience Employees.
Forecasting Daily Demand.
Help to consumers (How fill deposit forms.)
Aware about all the Details
 Expected
Service
Customer
Customer Gap
Gap
Perceived
Service
Gap 4
Service External
Communications
Delivery
Gap 3 to Customers
Gap 1 Customer-Driven
Service Designs and
Standards
Gap 2
Company Perceptions
of Consumer
Expectations
 Service
Delivery

 Waiting time 20 min.

 Waiting time 10 min.

External
Communicati
ons to
Customers
 Service Delivery

Lack integrated communications.

Ineffective management of customer
expectations.
Overpromising.

External Communications to
Customers
 Improve integrated communications.
Proper management about consumers expectations.
Promise those services which are properly deliver.