• Group 6 –

• Karina Joseph

• KS Dennis

• Krishna S

• Mathew Febin Charles

• Ken Koshy Jacob

 INTRODUCTION

• Bigbasket is an Indian online grocery delivery service.

• The company primarily delivers grocery goods found in convenience stores, home essentials and food supplies to

its customers.

• Bigbasket was founded in December 2011 and has its headquarters in Bangalore, India.

• Bigbasket company was founded by V S Sudhakar, Hari Menon, Vipul Parekh, Abhinay Choudhari and V S

Ramesh

• In April 2020, they partnered with American firm Uber and Indian company Rapido to deliver the essential item

to people.
GAP MODEL OF BIGBASKET
CONTD.
• GAP 1 – Consumer expectation – Management perception gap

This gap arises when the management or service provider does not correctly analyze what the customer wants or needs.
BigBasket would suffer from this gap if they are not able to deliver the products within the allotted time the customers
are expecting.

• GAP 2 – Service Quality Specification gap

This gap arises when the management or service provider might correctly comprehend what the customer requires, but
may not set a performance standard. The reason for this gap would be when BigBasket is able to deliver the goods
within the allotted time but the desired quality is less than what was expected.

• GAP 3 – The Service Delivery Gap

The delivery gap is the difference between service delivery policies and standards and the actual delivery of the service.
This gap can occur for a number of reasons: Deficiencies in human resources policies, Failure to match supply to
demand. BigBasket would suffer this gap when a customer orders a specific product but it runs out of order. This
happens when supply isn’t adequately matched with demand.
CONTD.
• GAP 4 – The External Communication Gap

The communication gap is the gap between what gets promised to customers through advertising and what
gets delivered. The communication gap occurs when BigBasket shows quality products in advertisement but
in reality the customer is not that satisfied with the product he receives.

• Gap 5 – The Customer Cap

This gap occurs due to the other gaps. It occurs because customers do not always understand what the
service has done for them or they misinterpret the service quality.
 USAGES OF GAP MODEL

• Identify the gaps between customer expectation and the actual services provided at different stages of service
delivery.

• Close the gap and improve the customer service.

• To close the gap between the consumer’s expectations for service and management’s perception of service
delivery will require comprehensive market research.

• This gap may see consumers seek a similar product with better service elsewhere.

• Recognizing and closing gaps offers high quality customer service to the consumer and helps them to achieve
their goal whilst maximizing market position, market share and financial results through customer satisfaction.
 SWOT OF BIGBASKET

POLITICAL
• Affect strategic decisions
• Global presence means vulnerability to local
political factors
• Can take up management time
ECONOMICAL
• Emergence of small businesses
• Potential growth of businesses
• Market has a rising trend of
entrepreneurs and home based
businesses

SOCIAL
TECHNOLOGICAL
•Customers are looking for convenience and
•Organization is piloting technology
attractive prices
•Customers lack awareness about low cost centres
•Plan to offer technology sales and support
opportunities
 SUGGESTIONS
• Analytics: With analytics, the company’s aim should be to populate a customer’s basket based on their most
recent and frequent purchases, alert them if they have not added something they usually buy in case they have
forgotten it and inform them if an item they normally buy is about to run out.

• Keywords: If a website is able to optimize itself based on the search engine’s keywords, then it is certain that
they will be able to reach the maximum amount of relevant people.

• Online Reputation Management: Platforms which help the customers share their reviews of BigBasket’s
services and therefore spread the word.

• Social Media Engagement – Being an online store, it can involve people in more social media engagement
thereby leading to a increase in number of followers.
THANK YOU