Ask Question, Ask an Expert

+1-415-315-9853

info@mywordsolution.com

Ask Marketing Management Expert

Attempt all the problems.

Section – A

problem1) What constitutes service quality in the restaurant? Take the ex of a leading restaurant in your city and evaluate quality gap based on the Gaps model.                       

problem2) Investigate the reasons that prompted location of the following at a particular site in your neighbourhood. How good was the decision? Give reasons.

a) A fast –food restaurant

b) A barber’s shop

c) A travel agent

d) An auto repair shop

e) Cinema

f) NIIT computer centre.                                        

Section – B Case Study

Other day when I was withdrawing money from ATM of a leading private sector bank, a text message flashed on my cell phone’s screen: “you have withdrawn  Rs.15000/- from ATM”. The only problem was that machine had not disgorged any cash at all. I waited for the few minutes, hoping that my money will come out of the dispenser, but that did not happen.

The private sector bank where I had my account for last few years provides very good service. They have good online and mobile banking systems, and for most of my banking needs I don’t normally visit their branch.  Most of my banking transactions are taken care of through my laptop and handheld devices.

The area where bank fares badly is its ATMs. Despite enjoying distinction of being India’s largest Private sector bank, they have some of the worst ATM machines.  For a number of days every month, the bank ATM close to my house remains shut due to mechanical failures. Even on days when the ATM is working, one cannot be sure if one’s transaction will go through properly.

Though, this was the first time that my account was being debited for the amount that I had not received from ATM. Unfortunately I was withdrawing money after banking hours, so I informed the guard about the situation. After a suspicious glance he asked me to lodge a complaint on the phone. After several unsuccessful attempts guard reluctantly informed me that ATM machine malfunctioned quite often as it was very old.
“Do people get their money back in such cases?” I asked, hoping that guard will say yes.

“I do not know what happens later, but there have been occasions when some customers have tried to pick up a fight with me, when they did not get money from the ATM,” he said.

As it was getting late at night, I decided to get back home and lodge the complaint through online banking service – and if that did not work, I will visit the bank the next morning. On reaching home, I logged into bank’s website, where I saw that the Rs. 15000/- was already credited back to my account. The credit was marked as ‘ATM withdrawal reversed’. It was solace for me that my money was back into my account.
Of course, the wrong transaction must not have been recorded in first place.  It was sheer waste of time, and more importantly, not only did I spend anxious moments but I also had to return without much-needed cash.

There must be some kind of quality check on ATM machines.  Banks must not be allowed to get away with the installation of sub-standard ATMs; they must get their machines checked regularly for faultless functioning.

Case problems:

problem1) What is the problem highlighted in case?  Analyse it from the point of view of image building. (which is very essential in case of service organizations).

problem2) “The problem and its timely rectification by bank highlight what characteristics of service marketing”.  Describe.

problem3) “Do you think that the individual who has gone through this problem in the case lost confidence for a moment or will lose it forever, though he is aware of both the positive and negative sides of the bank being a client for such a long period”. Comment on the above statement.

problem4) What corrective measures must bank take to reinstate confidence and to maintain its relationship?

Marketing Management, Management Studies

  • Category:- Marketing Management
  • Reference No.:- M93407

Have any Question? 


Related Questions in Marketing Management

Situationyour company manufactures pizza ovens you sell

Situation Your company manufactures pizza ovens. You sell these ovens to pizza parlors, ranging from the local "mom and pop" operations found in just about every city and town to major chains such as Papa Gino's, Pizza H ...

Assignment discussion-social mediacompanies around the

Assignment : Discussion-Social Media Companies around the globe are using social media to connect with their customers. Consider an online social media network, such as Facebook or LinkedIn, and respond to the following: ...

Proper spelling and grammar will be gradeddiscussion

proper spelling and grammar will be gradedDiscussion Questions 1. Think of examples in the media that poke fun at the communications skills of technical pro-fessionals, such as Dilbert® or xkcd.com cartoons. How does thi ...

Discussion 1in a departure from its normal business

Discussion 1 In a departure from its normal business operations Apple has recently teamed up with a bio-tech company to investigate the possibility of cloning human organs. You have been tasked with creating a press rele ...

This project involves examining and blueprinting the

This project involves examining and blueprinting the organization's front stage and back stage operations, interviewing the service manager (or owner) and at least one employee, and developing specific recommendations to ...

Assignment discussion-implementing a marketing

Assignment : Discussion-Implementing a Marketing Database Every company gathers information on customer preferences and buying history in order to improve their long-term customer relationships. Maintaining a customer da ...

In 200 words in regards to the retailer william-sonoma what

In 200 words, in regards to the retailer William-Sonoma, what issues and situations do you think this retailer faces in Supply Chain Management (SCM)? Do you recognize any issues in this retailer's store(s) that indicate ...

1 the three key resources in management information systems

1. The three key resources in management information systems (MIS) are information, information technology, and people. Which of these three resources is the most important? Why? The least important? Why? 2. As the use o ...

Ethics paperethics assignment the project will consist of a

ETHICS PAPER Ethics assignment: The project will consist of a researched and written paper which focusses on an ethical dilemma from the text readings. Paper must have a stated purpose in the form of a thesis sentence (s ...

Business marketingin the discussion you shared your

Business Marketing In the Discussion you shared your consumer buying decision factors in line with your Chapter 6 Reading. In this Assignment you will address what is commonly referred to as B2B marketing (e.g., business ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

Section onea in an atwood machine suppose two objects of

SECTION ONE (a) In an Atwood Machine, suppose two objects of unequal mass are hung vertically over a frictionless

Part 1you work in hr for a company that operates a factory

Part 1: You work in HR for a company that operates a factory manufacturing fiberglass. There are several hundred empl

Details on advanced accounting paperthis paper is intended

DETAILS ON ADVANCED ACCOUNTING PAPER This paper is intended for students to apply the theoretical knowledge around ac

Create a provider database and related reports and queries

Create a provider database and related reports and queries to capture contact information for potential PC component pro

Describe what you learned about the impact of economic

Describe what you learned about the impact of economic, social, and demographic trends affecting the US labor environmen