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Major Assignment

This document outlines the requirements for the major group project assignment in MG301, which is worth 20% of the student's grade. Students must form groups of 4 and research a service organization in the Pacific region. They will apply concepts from the course, including the Gaps Model and SERVQUAL questionnaire, to assess the organization's service strategy and quality from the perspectives of both managers and customers. The 12-15 page project report must include an analysis of the research findings as well as 5 recommendations. It is due by November 4th and late submissions will be penalized.

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139 views

Major Assignment

This document outlines the requirements for the major group project assignment in MG301, which is worth 20% of the student's grade. Students must form groups of 4 and research a service organization in the Pacific region. They will apply concepts from the course, including the Gaps Model and SERVQUAL questionnaire, to assess the organization's service strategy and quality from the perspectives of both managers and customers. The 12-15 page project report must include an analysis of the research findings as well as 5 recommendations. It is due by November 4th and late submissions will be penalized.

Uploaded by

maisha fahmida
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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MG301: MAJOR ASSIGNMENT (ASSESSMENT 3)

Major Group Project (20%: 12 to 15 pages):


Due Date: Friday 4th November of Week 11: Time: softcopy to be uploaded in assignment
drop box by 4pm (Fiji Time).

This is a group project. Students need to choose their own group members of four in a group
and an organization and conduct research on it. Do take note of all possible contacts of your
group members. You are to manage your own groups. Should certain group members not
cooperate, delay, miss out on meetings, the majority in that group can ask that group member
to look for another group. Also there must be a declaration page after the cover page stating
that all members contributed equally. Indicate if members contributed less than their
share. Excuses of group members disappearing and not contributing will not be entertained for
delayed submission.
This project is the major assessment since it relates to all learning outcomes of this course. The
purpose of the project is to apply your understanding of the service marketing concepts that
you will be exposed to in online lecture notes. The research requires students to apply the Gaps
model to assess the selected organizations service strategy. The Gaps Model is given on pages
46-47 of the prescribed text book.
Students will be required to interview the organization and assess the factors influencing
service quality. You will be expected to ask the manager, whether the organization suffers from
any factors listed in figures 2.2-2.5 on pages 36-45 of the prescribed text. Furthermore,
students need to select a sample of 10-15 customers who interact with the organization for a
particular service and on that service, interview customers as per the SERVQUAL
questionnaire (Exhibit 5.2; pages 126-128) of the prescribed text book.

The Project framework will be as follows:


 Single Cover Page (Course Code; Surname/First Names; ID Numbers of all group
members).

 Plagiarism Declaration Cover sheet) copy the below paragraph and paste to your
project. We verify that this group project is primarily or solely our own work. If we
used other sources, we have used them appropriately and provided clear attribution and
complete citations to the resources. We have not borrowed anyone else's words,
phrases, or ideas without giving clear credit to that person. We do understand the
penalty for plagiarism as specified in the University Calendar, 2021. This is to
verify that we have checked our work, and it contains no plagiarism.

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MG301: Major Assignment (Assessment 3)
 Table of Contents Page

1. Background of the organization [2 marks]

 Organization name and other details (Location, nature of organization, country located
in the Pacific region)
 Brief history of organization and service activities it deals with

2. Analysis and Discussion (Critique) [10 marks]

 Provide assessment of the Gaps model (Organization’s response) – Based on pages 46-
47 questionnaire
 Analysis of the factors impacting service quality (Organization’s response) – Based on
pages 37-44: Fig 2.2-2.5 [interview findings - organization/manager if the organization
suffers from any factors]
 Assessment of SERVQUAL Results (Customer’s response) – Based on pages 126-128
questionnaire
 Discussion/Analysis of Results Organization vs Customers perspective
 Any underlying problems?

3. Specific 5 recommendations [5 marks] - on how the company can address customer


concerns to reduce the gap

4. References [1 mark] (references been made to course material or any other current
practice or research wherever in the Project; cite the full bibliographical details.)

5. Grammar, spelling, sentence structure and flow of write up – [2 marks]

Your project should not exceed 15 pages (can be between 12 to 15 pages), excluding
appendices. Well-above and below length guideline will lead to lower marks.

Students are reminded that the project should address all of the elements reflected
above. Failure to cite outside sources used in an assessment may lead to failure of the
assessment overall. Likewise, use of Wikipedia references will lead to failure of the
assessment overall. One of the group members will need to submit one ‘softcopy’ of
the project as a word document in Moodle shell.

All projects submitted Online in Moodle shell should have a similarity report attached
(SafeAssign Score or also known as TurnItIn Score) to the hard copies as proof. Only
similarity level of 0-20% will be regarded as acceptable. Assignments will not be
marked if the signed plagiarism declaration sheet and TurnItIn SafeAssign Score are
not attached. See USP 2021 calendar pg. 103- 107.

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MG301: Major Assignment (Assessment 3)
Late Projects
Please note that due dates for assessments are to be strictly followed. Late submission
of work will result in a penalty of 10% of the assessment mark for each day late. For
example, for a 10% project that is handed-in 2 days late, your penalty will be 20% of
10, which is -2.0. Weekends are treated as a single full day.

Assessment tasks will not be graded after the last day of lecture (week 14). If there is
a delay, notify the coordinator in advance with proof of delay (e.g. sick-sheet etc...) and
a draft of whatever you did on the assignment before the due date. Very late
assignments will be returned unmarked. Timeliness is important.

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MG301: Major Assignment (Assessment 3)

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