Individual Assignment

MKT 412, Section- 03

Submitted to,
Ishrat Jahan Synthia
Senior Lecturer at the Department of Marketing and International Business
North-South University

Submitted by,
Saju Kumar Saha
ID- 1931558 630
The content of this paper is about encountering two service experiences. One is good
experience and the other one is bad experience.

Bad Experience:

Recently I have visited a restaurant which name is “Sugandha” in Narayanganj. This is one of
the best restaurants in Narayanganj. My expectation is they will provide me a good quality food
as they are a well reputed restaurant in Narayanganj.

When I entered the restaurant there are lots of people and one of their employees came to me
& show us where we can sit for dinner. I thought I have to wait for my food a little bit longer.
So, I gave my order first. But surprisingly they give my food very fast it makes me happy to see.
When I took a bite, it’s feels me the food is not fresh then I called the waiter who provide me
the food. He told me the food is fresh and if I want then he will change the food. I told him to
do. After 15 minutes he came to me with the food after tasted the food this was the same food
that I taste before and the piece of meat was so cool as well.

The recovery strategy:

- The manager of the restaurant needs to care about the food too because consumers are
going there not only for service.

Good Experience:

Recently I have visited a renewed beauty salon named “Arrow Gents Parlour“ in Narshingdi.
The interior desing of their parlour was very beautiful, welcoming & relaxing. There was a soft
music playing in the background and it was calming. They have separate waitng room where
the customer can wait if the seat is full. They also took appoinments like if anyone want to book
a seat earlier they can. The barbier of the salon was very friendly & he asked me in details what
type of cut I want. After listening he start his work and he is master in his work. The overall
experience was very good and relaxing for me.