Week 3

Service Provider: - Daulat Opticals

Service Experience: - there was a minor repair for the specs and so I went to the shop to get it done. The owner of the shop some how recognized that I was from XLRI ( even though I did not wear any of XL shirts) and asked his assistant to help me out and repair as soon as possible. I was a happy for the special attention I was getting. The repair did not take long and when it was done, I was told that there is no charge as it is a very minor repair. I was very happy with the service. But once I got back to hostel, the repaired part became loose again as it was not properly done. I had to go to the shop again. The owner was very friendly again and he apologies and got it fixed. Once thing I realized from this whole experience is that even though a organization might have a vision and mission, all the employees should understand that and try to work towards that. In my experience with Daulat Opticals, the owner was very friendly but the person who repaired my specs (whom I have not interacted with) did not do his job properly and this led to a bit of dissatisfaction.

Servqual :-

Outcome

Reliability: - 3

This is the only experience I had with Daulat Opticals and the outcome on my first trip was a badly repaired specs

Responsiveness: - 6

The specs were delivered in a very short time so I think the responsiveness is high

Empathy: - 6

The owner was very friendly and he showed individual attention( probably because of his high opinion of XLRI )

Assurance: - 6

The owner was very assuring( probably because of this I did not bother to collect a receipt also)

Tangibles: - 2

The service provided the first time was very bad.

Process

Reliability: - 3

The service provided was not the same on both the occasions. The first time it was bad and the second time it was satisfactory.

Responsiveness: - 6

Even though the service being provided to me is free, the owner was sorry for what happened the first time and got my specs repaired immediately.

Empathy: - 6

I was not treated as any other customer even though the service being provided has no returns.

Assurance: - 6

I was told how long the repair would take so I had the option of either waiting or go out and get some other work done. The specs were ready by the promised time.

Tangibles: - 6

The assistant as well as the owner were appropriately dressed.

Physical Evidence

Reliability: - 6

The shop was well maintained and I felt it was a good place to get my specs repaired.

Responsiveness: - 6

Empathy: - 6

Assurance: - 6

Tangibles: - 6