1. Identify a service firm. 2. Develop questionnaire to conduct gap analysis as per the gap framework discussed in class. 3. Questionnaire should have questions to ask from customers of the firm and getting rating on the Likert scale of 1-5. (1. Strongly Disagree - 5. Strongly Agree) 4. Data Analysis using Excel and develop findings/results report using descriptive statistics bar charts/Pie Charts, Mean, and/or other statistics. 5. Recommend what strategies, tactics, approaches, methods, they can use to reduce/fill the 7 gaps and overall gap between customer needs/expectations and customer experience as compared to expectations.
1. Identify a service firm. 2. Develop questionnaire to conduct gap analysis as per the gap framework discussed in class. 3. Questionnaire should have questions to ask from customers of the firm and getting rating on the Likert scale of 1-5. (1. Strongly Disagree - 5. Strongly Agree) 4. Data Analysis using Excel and develop findings/results report using descriptive statistics bar charts/Pie Charts, Mean, and/or other statistics. 5. Recommend what strategies, tactics, approaches, methods, they can use to reduce/fill the 7 gaps and overall gap between customer needs/expectations and customer experience as compared to expectations.
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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Transcribed Image Text:1. Identify a service firm.
2. Develop questionnaire to conduct gap analysis as per
the gap framework discussed in class.
3. Questionnaire should have questions to ask from
customers of the firm and getting rating on the Likert
scale of 1-5. (1. Strongly Disagree - 5. Strongly Agree)
4. Data Analysis using Excel and develop findings/results
report using descriptive statistics bar charts/Pie Charts,
Mean, and/or other statistics.
5. Recommend what strategies, tactics, approaches,
methods, they can use to reduce/fill the 7 gaps and
overall gap between customer needs/expectations and
customer experience as compared to expectations.
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