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money from ATM of a leading private sector bank, a text message flashed on my cell phone’s screen: “you have withdrawn  Rs.15000/- from ATM”.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

1 what kind of communication and promotion actions might a

1. What kind of communication and promotion actions might a KTV operation like Melody or Holiday take to reach their target customers? 2. If you are a chain KTV operator like Cashbox in Taiwan seeking to enter overseas m ...

Instructions read the case and provide a response to the

Instructions: Read the case and provide a response to the strategic challenge of How could LG Mobile help change teens' attitudes about mean texting? Your answer to the question should be 500-700 words, be in APA format, ...

Proposal critiquein this assignment you will be rewriting

"Proposal Critique" In this assignment you will be rewriting and critiquing the proposal provided. There are at least six improvements to be made in the document. Your job is to identify the six improvements and then, us ...

Read the following scenario you are an account manager at a

Read the following scenario: You are an account manager at a marketing firm specializing in creating green and sustainable marketing plans for businesses that want to improve their effect on the environment. Several busi ...

Marketing research assignment-outcome - the assessment is

Marketing Research Assignment- Outcome - The assessment is designed to rigorously test the application of theoretical concepts to a designated marketing research problem. Students are required to make an analysis of the ...

Prepare a progress report presentation of 2- to 4-microsoft

Prepare a Progress Report Presentation of 2- to 4-Microsoft PowerPoint slides illustrating the work completed on your Public Relations Campaign up to this point. ( American Airlines) What are PR campaign is about What ar ...

Assignment detailsthis db has 3 partscontrolling risks also

Assignment Details This DB has 3 parts Controlling risks, also referred to as "Risk Treatment", will assist you in determining WHAT should be done in response to the risks that have been identified, in order to improve p ...

Sales managementalms of the assignmentthis assignment aims

Sales Management Alms of the assignment This assignment aims to reflect your knowledge and skills of the first and second learning outcomes of the sales management module. Assignment Brief Sales Management is a vital pro ...

Question ms janet bradley is a personal trainer and the ceo

Question : Ms Janet Bradley is a personal trainer and the CEO of the Healthy Living Group, a diet, health and nutrition consulting company. She is concerned about the correlation between obesity rates and the consumption ...

Having seen the positive benefits of wilfrid lauriers

Having seen the positive benefits of Wilfrid Laurier's Brantford campus on that city's development the city council of Niagara Falls is considering placing a university campus in their downtown. They hired a consultant t ...

  • 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

A cola-dispensing machine is set to dispense 9 ounces of

A cola-dispensing machine is set to dispense 9 ounces of cola per cup, with a standard deviation of 1.0 ounce. The manuf

What is marketingbullwhat is marketing think back to your

What is Marketing? • "What is marketing"? Think back to your impressions before you started this class versus how you

Question -your client david smith runs a small it

QUESTION - Your client, David Smith runs a small IT consulting business specialising in computer software and techno

Inspection of a random sample of 22 aircraft showed that 15

Inspection of a random sample of 22 aircraft showed that 15 needed repairs to fix a wiring problem that might compromise

Effective hrmquestionhow can an effective hrm system help

Effective HRM Question How can an effective HRM system help facilitate the achievement of an organization's strate