CASE STUDY ANALYSIS

HOME SOLUTIONS (INDIA)

LIMITED- KITCHEN SECTION
PRESENTED BY: PRESENTED TO:
1. ANURAG GHOSH - 2076013 PROF. BISWAJEET PATNAIK
2. AYUSH MOHANTY - 2076020 SUBJECT: MM II
3. DHAWAL RATHOD - 2076025 BATCH: BBA II
4. MAHEE PANDEY - 2076032 SECTION: A
5. MANISH SARKAR - 2076033
6. PRITISH SENAPATI - 2076039
WHAT IS HOME TOWN?

1. Home Town a part of Home Solutions (India) Limited is a retail store under
Future Group which specialized in providing home décor products as well
as services.
2. The main speciality of the store is the exhibition section where live
displays of various rooms are showcased.
3. Home Town allowed customers to find all the things that they needed to
build their dream house under one roof.
4. They assured customers that “What they see is what they get”.
CASE ANALYSIS BASED ON GAP MODEL

• GAP 1: LISTENING GAP

The listening gap is the difference between the customer’s expectations of the
service and the company’s provision of that service. Essentially, this gap arises
because management doesn’t know or cannot understand exactly what
customers expect.

Is GAP 1 present in the case?

YES, GAP 1 is present in this case.
• GAP 2: THE SERVICE DESIGN AND STANDARDS GAP
This gap is concerned with translating customer expectations into actual
service designs and developing standards to measure service operations against
customer expectations. The standards set by the company may not be at par
with the customer expectations because the customers might have a higher
expectation than what the company believes are the customer expectations.

Is GAP 2 present in this case?

YES, GAP 2 is present in this case.
• GAP 3: THE SERVICE PERFORMANCE GAP
Even after the standards are se by the company management, there may be
shortcomings in the actual delivery. This gap exposes the weakness in
employee performance. Organisations with a service performance gap may
specify the service required to support consumers but have subsequently failed
to train their employees, put good processes and guidelines in action. As a
result, employees are ill equipped to manage consumer’s needs.

Is GAP 3 present in this case?

YES, GAP 3 is present in this case.
• GAP 4: THE COMMUNICATION GAP
In some cases, promises made by companies through advertising media and
communication raise customer expectations. When over-promising in
advertising does not match the actual service delivery, it creates a
communication gap. Consumers are disappointed because the promised service
does not match the expected service and consequently may seek alternative
product sources.

Is GAP 4 present in this case?

YES, GAP 4 is present in this case.
• GAP 5: THE CUSTOMER GAP
The customer gap is the difference between customer expectations and
customer perceptions. This gap occurs because customers do not always
understand what the service has done for them or they misinterpret the service
quality. This gap can happen because of one of the other four gaps,
or simply because the customer perceives the quality of the service incorrectly.

Is GAP 5 present in this case?

YES, GAP 5 is present in this case.
CASE ANALYSIS BASED ON SERVQUAL
MODEL

• ATTRIBUTE 1: RELIABILITY
In this attribute of SERVQUAL model the company tries to provide the service
as promised to the customer i.e. performing services right at the first time and
providing the service at the promised time.

Did Home Town fulfilled this attribute of the SERVQUAL model?

No, they didn’t fulfill this attribute of the SERVQUAL model.
• ATTRIBUTE 2: RESPONSIVENESS
In this attribute of SERVQUAL model the company should have willingness to
help their customers by keeping them informed about when the services would
be performed and readily respond to the customer requests.

Did Home Town fulfilled this attribute of the SERVQUAL model?

No, they didn’t fulfill this attribute of the SERVQUAL model.
• ATTRIBUTE 3: ASSURANCE
In this attribute of SERVQUAL model the company should have employees
who can instill confidence in customers by making them feel safe in their
transactions and should have knowledge to answer customer questions.

Did Home Town fulfilled this attribute of the SERVQUAL model?

No, they didn’t fulfill this attribute of the SERVQUAL model.
• ATTRIBUTE 4: EMPATHY
In this attribute of SERVQUAL model the company should have employees
who deal with the customers in a caring fashion and have the customer’s best
interest at heart. Employees should deal with the customers in a caring fashion.

Did Home Town fulfilled this attribute of the SERVQUAL model?

No, they didn’t fulfill this attribute of the SERVQUAL model.
• ATTRIBUTE 5: TANGIBLES
In this attribute of SERVQUAL model the company should have modern
equipment related to the service. They should have visually appealing facilities
and materials associated with the service.

Did Home Town fulfilled this attribute of the SERVQUAL model?

Yes, they fulfilled this attribute of the SERVQUAL model.
CONCLUSION

1. To flourish a business in this competitive market it is very important for the

company or the organisation to ensure that their business are not having
any of the gaps mentioned in the GAP model.
2. It is important for all the employees of the organisation to abide by the
SERVQUAL model to provide the best customer experience.
3. The organisations should constantly analyse their business in periodic time
intervals in relation to these models so that they can rectify the loopholes in
the business as soon as possible.