SERVQUAL ANALYSIS

(CROMA)
G.B. Deenesh – 1820508
Preksha Goyal – 1820545
Sanjuktha Babu – 1820560
Deekshadwani - 1820644
Tool 1: Assurance

Were employees able to answer Were employees consistently Were customers made to feel
customer queries? courteous? confident about their purchase?

CUSTOMER 1 CUSTOMER 2 CUSTOMER 3

According to this customer, the The employees were warm, Yes, because the warranty and
assurance level was average as welcoming and humble and were guarantee policies are transparent and
there were certain instances where present always of need and even easy to avail have doorstep services.
his queries weren’t answered by guide the customers throughout the The customers are well educated about
the staff in a confident manner store. They stay with the customer the products at the time of purchase,
about certain products, regarding throughout their time in the store and customer-friendly bills are provided
their availability, location and even bid them in a manner that the and hence successfully instil
technicalities. customer feels like returning to the confidence in them about their
store. purchase.
 Tool 2: Responsiveness

Were the employees willing to Were the employees ready to Were employees able to provide
help customers? respond to customers? prompt services?

CUSTOMER 1 CUSTOMER 2 CUSTOMER 3

Yes, they were able and willing to do so Computer systems are present at all Yes, the employees were able to provide
as they were well trained and took floors which contain relevant data swift services as per the requirements of
the customers due to the presence of large
initiative to assist the customers with regarding product availability and number of personnel in each floor and
their purchase. The staff is always other details which helps the staff to avoid any unnecessary waiting time for the
always ready to provide services and respond to customer queries at the customer, to enhance the speed of service
ensure a good experience for them. fastest pace possible. provided.
Tool 3: Tangibles

Are the employees neatly dressed Is the store visually appealing Does the store have
and professional? and have modern equipment? convenient business hours?

CUSTOMER 3
CUSTOMER 2
CUSTOMER 1 Croma has various branches spread
Yes, the electronics are neatly across Bangalore with operating
Yes, the employees are well arranged with movable fixtures, the hours from 11:00 A.M - 7:00 P.M.
groomed and well mannered with lighting is appropriate to enhance the This customer felt that it would be
high level of professionalism and product’s visuality, tags are present more convenient if the store
ethics. They are all in the Croma hanging from the ceiling (offers and operated for longer hours on
uniform with clear name tags. product category), brief description weekends as majority of the
about products usage next to it and a working population prefer to visit
clean environment. such stores at leisure rather than on
hectic work days.
Tool 4: Reliability

CUSTOMER 2
CUSTOMER 1
The 2nd Customer was satisfied with the
The 1st Customer said that she was happy store’s service for mending the repaired
with the service provided by Croma appliances and quick delivery for the
because they deliver the product purchased same. They were very accurate in finding
by the customers on the date and time as the fault in the appliances and mending
promised by them and were very punctual. them correct the first time itself.

CUSTOMER 4
CUSTOMER 3 The 4th customer was also very happy with
The 3rd customer said that though the Croma as it also sells products under its own
brand name which shows that Croma
delivery was not made at the promised date, provides a great variety of products to its
the installation process was done on the day customers. The customer said that the
as promised. So the customer was satisfied quality of Croma’s own products are very
with the service. good which shows that Croma is very
reliable.
TOOL 5 : EMPATHY
• The customer service is highly efficient and the service care number is 7207666000, which is
available at all times to handle customer grievances.

• The in store staff are also very understanding and deal with any repairs or damages with full
interest, making the customers feel assured.

• Each customer is assigned an individual staff to assist them throughout their time spent in the
store.

• The staff carefully listens to the customers and understand their wants, accordingly giving
them suggestions.
 SERVQUAL ANALYSIS
Customer 1 Customer 2 Customer 3

5
4.5

4.5

4.5

4.5
4

4
3.5

3.5
3

3
ASSURANCE RESPONSIVENESS TANGIBLES RELIABILITY EMPATHY