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    Gap Analysis Final Questionnare

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    Sharad Pyakurel
    This document appears to be the results of a gap analysis survey on customer expectations and perceptions of operations management. The survey asked customers to rate their expectations and perceptions on a scale of 1 to 5, with 1 being "Much Worse Than Expected" and 5 being "Much Better Than Expected". The survey covered questions in the areas of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The results showed some gaps between customer expectations and perceptions.

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    Gap Analysis Final Questionnare

    Uploaded by

    Sharad Pyakurel
    30 views2 pages
    This document appears to be the results of a gap analysis survey on customer expectations and perceptions of operations management. The survey asked customers to rate their expectations and perceptions on a scale of 1 to 5, with 1 being "Much Worse Than Expected" and 5 being "Much Better Than Expected". The survey covered questions in the areas of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The results showed some gaps between customer expectations and perceptions.

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    This document appears to be the results of a gap analysis survey on customer expectations and perceptions of operations management. The survey asked customers to rate their expectations and perceptions on a scale of 1 to 5, with 1 being "Much Worse Than Expected" and 5 being "Much Better Than Expected". The survey covered questions in the areas of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The results showed some gaps between customer expectations and perceptions.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
    30 views2 pages

    Gap Analysis Final Questionnare

    Uploaded by

    Sharad Pyakurel
    This document appears to be the results of a gap analysis survey on customer expectations and perceptions of operations management. The survey asked customers to rate their expectations and perceptions on a scale of 1 to 5, with 1 being "Much Worse Than Expected" and 5 being "Much Better Than Expected". The survey covered questions in the areas of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The results showed some gaps between customer expectations and perceptions.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLSX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as xlsx, pdf, or txt
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    Gap Analysis on Customers Expectation and perception Operations Management

    1 Much Worse Than Expected 2 less Than Expected 3 As Expected 4 Better Than Expected 5 Much Better Than Expected
    S.No. 1 2 3 4 Questions Answers 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

    Empathy (EM) Modern equipment Convenient locations Physical facilities Visually Appealing Materials Tangibility(TA) Performing service at certain time Sincere interest in solving problems Confidentiality and privacy Designated time Services Deliver whenever promised Error free records Reliability (RL) Performing services at exact time Prompt Service Always willing to help customers Quick Response to customer requests Responsiveness (RS) Instill Confidence

    5 6 7 8 9 10 11 12 13 14

    15 16 Safe in transactions 17 Consistently Courteous with customers 18 Knowledge to answer to queries Assurance (AS) 19 Individual attention to customers 20 Convenient Operating hours 21 Handle queries of customers 22 Personal Attention to customer problems 23 Works in best interest of customers 24 Understand specific needs of customers

    han Expected 5
    Response 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

    swers

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