Term paper

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Two Services That I Have Experienced (Bad & Good)

Term Paper
ON
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 Two Services That I Have Experienced (Bad & Good)

Submitted To: Shahriar Tanim

Letter of Transmittal

26th February, 2018

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Shahriar Tanim
Lecturer, AIBA Sylhet.
Honorable sir,
It is my great pleasure to submit the term paper on ‘Two services that I have experienced’ to
you. I have prepared this term paper as a part of the course Service Marketing (MKT 4706). To
make this term paper up to the standard i tried my best to fulfill the requirements by
implementing the knowledge i gather from the course & attempted to keep the highest of
relevance. Thank you very much for providing me this opportunity & giving me the necessary
guidance & direction needed for preparing the term paper.
I have tried my level best to make this holistic & informative enough. However, short comings
maybe inevitable. I would be grateful if you consider those from a liberal manner & guide me
towards more accurate & precise knowledge.
Sincerely yours,
Taiful Islam Chowdhury
ID: 1501010030

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 Contents Page Number
Introduction 5
Brief Story of Bad Experience 5
What Really Went Wrong 5
Recovery Strategy 6
Brief Story Of Good Experience 7
Exceptional Activities 7

Introduction:

The report is based on services I had experienced, a bad service & a good service. My bad
experience was in a train journey & good experience was with Foodpanda.

Bad Experience

Brief story of the experience: In order to celebrate a vocation, me along with my 5 friends went
to coxsbazar in the last Eid-ul-Azha. We decided to go there by train because most of us have not
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experienced train journey that much. So we went to train station to book the tickets but the irony
is that, we had to wait a long time in the line. After waiting for a long time me & one of my
friend reached to the ticket counter. Then we asked for a cabin but unfortunately we didn’t get
any ticket for the cabin section. So we had to buy tickets of ‘Shuvon Chair’. We were around 6
members but the person who was selling ticket said that only 4 tickets are available with the
serial. He also said that if we want to take 2 more tickets then we have to sit separately because
these 2 seats are separate from the previous 4 seats. Since there was no other option, so we had to
brought the tickets. During the final day we went to the station & our call time was 8.30 a.m. But
the train was delaying so much, so one of our friends went to the authority & asked when the
train will arrive. One of the members from the authority replied that he even doesn’t know when
the train will arrive; I was shocked to hear that. We had to wait around 2.5 hours & then the train
arrived. Finally we got on the train & journey started. A few moments later i realized that my
seat is broken. I couldn’t even lie back properly. Beside that the window was also broken & it
was also quite risky because it is known to everybody that peoples from outside the train throw
stuffs towards the window & anytime anybody of us could get hurt. We couldn’t even find
proper place to put our bags. It was very dirty & there were cockroaches also. Somehow we
clean the place & put our bags there. That’s how I experienced my train journey along with my
friends.

What really went wrong: From this experience all I can say is that the whole service of Railway
was bad & messy. From buying ticket to sitting on the chair, everything was very disturbing.
Also the authority doesn’t even know the arrival time of the train. I hope that I won’t have this
kind of experience in near future.

Recovery strategy: There was no recovery strategy in that place. The Railway authority doesn’t
know when the train will arrive, so what could you expect from them.

If I were in that position then I would have handled the situation in a different way. I would have
apologies to the passengers for this disturbance & give them assurance that in future we will try
to minimize these problems as much as we can.

I will always spread negative word of mouth for them. Beside that I will suggest all of my
relatives & friends to avoid train journey.

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This indicates that there were some provider gaps in this service. The first gap is ‘Listening gap’.
The authority doesn’t know the customer expectation level. Railway service has poor interaction
between their management & customers. Besides provider gap no 4 ‘Communication gap’ is also
seen in railway industry. They have got very ineffective management system for customer
expectations.

Good Experience

Brief story of the experience: I have got very good experience with the service of ‘Foodpanda’.
Once I ordered a pizza from a local restaurant through Foodpanda. Since my previous experience
with other food delivery service organizations are very poor so my expectation was very low.
But I was amazed after getting their service. Within 30 minutes they delivered the pizza. The
delivery man delivered the pizza with a big smile in his face.

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Exceptional activities: The most exceptional activity of Foodpanda that amazed me is their time
to time service. They promised to deliver the pizza within 30 minutes & they kept their promise.
Beside that their employees are very well behaved & mannered. That is why Foodpanda is better
than other food delivery service organizations I think.

I will definitely recommend Foodpanda to my friends & also spread positive word of mouth
them because I am very much satisfied with the service of Foodpanda.

The provider gap no 1 ‘Listening Gap’ exists in Foodpanda. Because, since it is an app based
service, so the interactions between management team & customers are very low. Basically, lack
of upward communication exists in Foodpanda. Besides that they are filling up provider gap no 3
‘Service performance gap’ because they have very effective recruitment process. That’s why
their employees are very well behaved & friendly.