ASSIGNMENT 4

Q1.) Choose a service industry and spend 30 mins brainstorming specific requirements
of customer in each of the five-service quality dimension. be certain the requirements
reflect the customers point of view.
A1.) the service industry I’ll talk about the clothing brand ZARA
Reliability: If a certain thing is promised by them about the availability of an article or the
replacement or exchange of an article then the promises are timely delivered
Assurance: the staff are quite knowledgeable in their field of study and are good in
integration and attitude with customers of all age group. Their way of customer treatment is
that of empathy which helps install trust in the customers.
Tangibles: the showrooms are installed with up-to-date facilities such as ample no of trial
rooms,
Staff members using tablets for any query related to information of article, ample no. of
billing counter, innovative interior showrooms and space management are some of the
provides physical facilities which enables customers loyalty to visit the showroom.
Empathy: the firm tries to provide personalised experience to the customers through their
staff members with one-to-one interaction. they try to understand individual problems and try
to solve it if it’s in their capacity.
Responsiveness: if one tries to initiate a refund or exchange any article then its is done on
priority:
Also if any customers suggest any changes in the environment then its is taken with utmost
priority and attention.

Q2.) customer loyalty exercise

• Think of a service provider you are loyal to
• What do you do (your behaviour, actions, feeling)?
• Why are you loyal to this provider?

The service provider I’m loyal to is a tourism service provider namely DPaul’s.
It helps customers book all the services from flight to hotel and other facilities too. it is
present both online and offline which makes it easily accessible round the clock

• The behaviours that I’ve shown is that although there is multiple service provider in
the same industry with lower rate but I have chosen this only since the quality it
provides and hassle-free experience it provides seems to makes it worth the higher
price
• Also, all the tours of my family and friends are booked from there only. so, I tried to
make good word of mouth from the experience I have taken and help them cater to
more people and grow

• Although its market prices are 15 percent high comparatively but the services it
provides such as personal attention and priority, flexibility in pricing, flexibility in
proving services in abroad too and problem solving and trust maintenance are certain
things that’s keep me loyal to the service provider