Cult Fit

- Group #01
Juhi Sharma, Simran Harchandani, Manogna S, Rounaq Barvadheesh

Different modes Cult Fit operates in:

1. At home
2. Gym
3. Group classes (offline)

Customer Induced Variability

1. Arrival Variability
Sync availability of instructors with the customer arrival
2. Request Variability
Want different type of gym equipment
3. Capability Variability
Output depends on the customers
Skilled instructors’ unavailability
4. Effort Variability
Different customers learn at different paces
5. Subjective preference Variability
Different customers prefer different types of services

Customer Level Accommodate/Reduce Compensation + How are they Methodology

Variability compensated
Arrival Variability High Low accommodation Trainer Allot slots + online classes if
(Assigned working hours) customers don’t want to
attend offline classes
Request Medium Accommodate Trainers Multiple trainers and
Variability different domains (Yoga,
Dance, Cardio etc) of classes
Capability High Accommodate Customer Different skill level (Beginner,
Variability Advanced etc) classes for
multiple age groups (10 – 70)
Effort Variability Low No Accommodation NA NA

Subjective Medium Accommodate Trainers Availability of group classes

preference and option to avail a personal
Variability trainer.
1. Recorded classes
(Standardized)
2. Live group classes
(Midway)
3. One on one
(Customized)

Which of these elements of service quality impacts the service you’re providing?

1. Assurance
2. Reliability
3. Responsiveness
Create four questions per dimension that measure the specific dimension

Reliability

1. Is the trainer available?

2. Are the trainers certified?
3. Is the app functional 24/7?

Responsiveness

1. Is the customer service response time low?

2. Do the trainers get back to customers soon enough?
3. Is the time taken to book a slot appropriate?

Tangibility

1. Is the gym equipment clean, tidy?

2. Is the equipment working?

Assurance

1. Are the trainers certified?

2. Are the gyms certified?
3. Are the gym equipment safe to use?
4. Have you always been able to use the slot once you booked it?

Empathy

1. Do the trainers accommodate your specific requests?

2. Do the trainers keep your personal specifications confidential?