SERVICE MARKETING

ASSIGNMENT 1

SUBMITTED BY
AFNAN AFSAL
FM-1996
MBA 18B
Your Name: Afnan Afsal

Unsatisfactory Service

1. Name of Firm: Bluedart

2. Type of Service (industry): Courier Service

3. Date and time of Encounter: 22 December 2021 2pm

4. How did the encounter take place (e.g., in person, by phone, a self-service technology,

online)?

Online

5. Describe your encounter briefly, so that someone who was not there would know what
happened

On 1st November 2021 I ordered a watch from an Instagram site and the shipment was
through bluedart courier service the shipment was done on 5th November 2022 and it was not
received until 31st December 2021 and finally I was forced to cancel my order.

6. How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number, 1 for extremely dissatisfied and 5 for extremely satisfied)

11 2 3 4 5

7. How would you describe your reaction to this encounter? Include in your description your
feelings and emotions at that time (e.g., angry, sad, happy, etc.). Why exactly did you feel that
way?

I was highly dissatisfied with the service provided by the firm and I was forced to cancel my
order.

8.What could the employee/firm have done to increase your level of satisfaction with the
encounter? What improvements need to be made to this service system?
 The employees or the staff would have taken proper care while shipping and they could
have posted updates regarding the same via mail or message. Nothing was done even after I
complained about the delay in getting the item

9.How likely is it that you will go back to this service firm?

unlikely
Extremely Unlikely Unlikely Not sure Likely Extremely likely

10.Why would you return or not return to that firm? (Provide details, especially when there is a
big discrepancy between your satisfaction and your repeat patronage intention)

I will not prefer the service to anyone as they are poor in customer management. The
management did not take any measures in providing good quality service to the customers. My
satisfaction level was extremely bad.

Unsatisfactory Service

1. Name of Firm: KSRTC Service

2.Type of Service (industry): Transportation (Bus)

3.Date and time of Encounter: 21st November 2020, 7pm

4.How did the encounter take place (e.g., in person, by phone, a self-service technology, online)?

In person ( Along with my father)

5.Describe your encounter briefly, so that someone who was not there would know what
happened

On 23rd August 2020, we missed our train from Aluva to Calicut so that only solution was to
board a KSRTC bus. We went to Angamaly to board the bus and numbers of passengers in the
bus stop were around 200.After getting into bus they took more than half hours to depart and
overspeed was one of the main problem. All the passengers were highly terrified because of the
overspeed and rash driving.

6.How would you rate your level of satisfaction with this encounter? (Circle the most appropriate
number, 1 for extremely dissatisfied and 5 for extremely satisfied)

1 2 3 4 5

7. How would you describe your reaction to this encounter? Include in your description your
feelings and emotions at that time (e.g., angry, sad, happy, etc.). Why exactly did you feel that
way?

I was highly dissatisfied with the encounter of the service because we waited for so long to
depart and also there was rash driving from the side of the driver. Almost all of the passengers
were highly tensed and worried that we would meet with an accident. But luckily we were safe
and the driver could have been more careful in driving as he there are many passengers including
children,women and adults.

8.What could the employee/firm have done to increase your level of satisfaction with the
encounter? What improvements need to be made to this service system?

The government could have taken measures for safe journey. Strict actions should be taken
for the drivers who are having overspeed and rash driving because life of hundreds of passengers
lies in their hand

9.How likely is it that you will go back to this service firm?

Extremely unlikely Unlikely

Unlikely Not sure Likely Extremely likely

10.Why would you return or not return to that firm? (provide details, especially when there is a
big discrepancy between your satisfaction and your repeat patronage intention)

If similar situations like missing a train would have happened to me I would prefer going
by bus. But due to unsatisfactory incident that occurred once sometimes I will not take that
service. But if the service of bus authorities have made better, taking a bus in long journey is a
satisfactory and good decision.

Your Name: Afnan Afsal

Satisfactory Service

1.Name of Firm: The Shack Bistro

2.Type of Service (industry): Restaurant

3.Date and time of Encounter: 4th January 2022

4.How did the encounter take place (e.g., in person, by phone, a self-service technology, online)?

In person

5.Describe your encounter briefly, so that someone who was not there would know what
happened

I went to The Shack Bistro on 4th January 2022 with my friend and the service was highly
satisfactory and the ambience was breathtaking.

6.How would you rate your level of satisfaction with this encounter? (Circle the most appropriate
number, 1 for extremely dissatisfied and 5 for extremely satisfied)

1 2 3 4 5

7.How would you describe your reaction to this encounter? Include in your description your
feelings and emotions at that time (e.g., angry, sad, happy, etc.). Why exactly did you feel that
way?

I am extremely satisfied with the service they offered and it is a good place to have hangout
with friends and families. Also they are maintained environmental balance by planting the trees
inside the café so that fresh air can be there
8. What could the employee/firm have done to increase your level of satisfaction with the
encounter? What improvements need to be made to this service system?

The car parking facility is not upto the mark so if they are improving the parking facility
means it would have better

9.How likely is it that you will go back to this service firm?

Extremely unlikely Unlikely Not sure Likely Extremely

Extremely Likely
likely

10.Why would you return or not return to that firm? (provide details, especially when there is a
big discrepancy between your satisfaction and your repeat patronage intention)

I will definitely return to the café because my level of satisfaction from the place was high
and services provided by the members were good.
Your Name: Afnan Afsal

1.Name of Firm: Tony and Guy Essentials

2.Type of Service (industry): Personal Care Service-Haircut

3.Date and time of Encounter: 27th December 2021

4.How did the encounter take place (e.g., in person, by phone, a self-service technology, online)?

In person

1 2 3 45

5. Describe your encounter briefly, so that someone who was not there would know what
happened

On 27th December 2021 I went to Tony and Guy Hair Essentials for haircut. The appointment
was pre-booked one week before. The hair dresser I chose was the top level professional and he
asked him about my ideas on hair cut and later he mixed with his ideas and gave a new look for
my hair.

6.How would you rate your level of satisfaction with this encounter? (Circle the most appropriate
number, 1 for extremely dissatisfied and 5 for extremely satisfied)

1 2 3 4 55

7. How would you describe your reaction to this encounter? Include in your description your
feelings and emotions at that time (e.g., angry, sad, happy, etc.). Why exactly did you feel that
way?

I was very happy for this service encounter. The hairdresser didn’t force for a particular
haircut. First he asked the opinion from the customers and shared his opinion.And also they did a
hair wash prior to my hair cut and finally the did a hair setting which was complimentary with
my package
8. What could the employee/firm have done to increase your level of satisfaction with the
encounter? What improvements need to be made to this service system?

Initially there was a rush of customers in the salon. Most of the customers came for hair
treatment. The firm could have managed their time properly by allotting time to the customers so
that waiting time could have reduced. The front office employees could have told the customers
about the actual waiting time because on that day there was lack of hairdressers. So that
customers would have preferred another day for their hair treatment.

9.How likely is it that you will go back to this service firm?

Extremely unlikely Unlikely Not sure Likely Extremely Likely

Extremely likely

10.Why would you return or not return to that firm? (provide details, especially when there is a
big discrepancy between your satisfaction and your repeat patronage intention)

I will definitely return to the same firm for hair treatments because the services provided by
the firm are good and they see to the needs of the customers and provide solutions to the
customers’ hair related problems. They also have specialist treatment for various hair related
problems.There were also another department where customers can ask opinion about their hair
and seek solutions. The overall service provided by the firm is excellent and satisfactory. Due to
the best service provided by the firm the intention of going back to firm is more.
 PART 1: The worst service which I encountered from my journal.
KERALA STATE ROAD TRANSPORTATION CORPORATION is a state owned road
transport corporation in Kerala. It is one of country’s oldest state-run public bus transport
service. The corporation is divided into 3 zones (South, Central and North) and its
headquarters is in Thiruvananthapuram.

The main problem with the KSRTC service is that it lacks neatness and cleanliness. The
outer parts of bus are dusted too. The seats are even torn. All this can make the passengers
hesitant to travel in the bus. Another problem is the attitude of conductor with the passengers,
especially with the school/college students. They are having a rude behavior to the students.
Sometimes they are not allowing the students to have the seats available.

Some of the actions that the management should take to improve the services are as
follows:

 They can maintain cleanliness of the bus. The bus need to maintained in a
hygiene manner. Hygiene is an important factor every individual mainly looks
for.
 The management should have given proper training to the employees so that they
will take care of their day to day activities.
 The management can go for passenger feedback either once in a month, so that
they can have clear understanding about the service provided by them.

 PART 2- The excellent service which I encountered from my journal.

The excellent service which I encountered from the journal is the service from Tony and
Guy Hairdressing. Tony and Guy is the leader in hairdressing with three generation of
talent and creative vision. A salon is mainly liked when their various attributes such as
quality, timely delivery, hygiene, hairdresser etc provide a great satisfaction to their
customers who avail it. Price is another attribute that customers looks for when availing a
service. Keeping these attributes, I felt Tony and Guy was successful in satisfying these
factors. The staffs were so friendly and they were with the customers for meeting the
demands of them.
From their actions and deeds, we can clearly understand that the staffs are given proper
training for carrying out their activities. And this can be pointed out as one reason why
the salom is having a good image in the minds of customers. The way in which they treat
their customer and making the customers feel satisfied create a feeling of coming again.

 Lessons I have learned

Satisfaction is an important factor when a customer is considered. When a service is
being consumed by a customer, satisfaction is the first thing that get into his/her mind.
How much the service is good and of great quality if he is not satisfied, then everything
will be of waste. When the customer is very much satisfied with one or the other service
 which he availed, then he will tend to choose the same for the next time also. If he finds
any mistake or not satisfied with the service that he availed, he won’t choose that service
later. When the customer gets satisfied, he goes to avail it. And as a result image and
revenue of the organization increases. Customer service is another important factor which
holds the customer to the firm. Better the customer service will retain the customer to the
firm on long run.

 Lessons learnt from the assignment.

Every services should have a clear goals and they should try to maintain and achieve those
goals. Customer service depends on the attitude of staffs towards the customers. The
management should have done proper training and development to their staffs. Another
factor which influences customer is having and maintain a good communication and
relationship with them. When the service provided is well and good and they are able to
satisfy the customer needs and demands, they can increase the image and revenue too.