Service Marketing Essay
The gap model of service quality, developed by V.A Zeithmal, A. Parasuraman and L.L Berry, in Delivering Quality Service: Balancing Customer Perceptions and Expectations, will help us to understand how Jyske Bank managed to close the gap between customers’ expectations and perceptions (the customer gap).
Briefly, the gap model states that an organization will improve its quality service and its services marketing (closing the customer gap) by closing the four provider gaps, which are:
1) Not knowing what customer expect
2) Not selecting the right service quality designs and standards
3) …show more content…
At Jyske Bank, services are design according their values. As their customers are “selected” and share these values, services are likely to match customers’ expectations.
A new IT system was also developed to help employees determine customers’ needs, and to find the better solution. All this allowed Jyske Bank to provide a good service design.
Some solutions where implemented to help materialize provided services, like the development of tangibles factors like new branch design, or the new system of desk allowing customers’ to participate in the process.
Finally, by empowering employees and by decentralizing the structure, they managed to shorten processes (from 3 weeks to 10 days for a loan), meeting then customers’ expectations.
In order to close the gap 3, Jyske Bank implemented a human resource policy and processes allowing delivering services with the good standards and design.
Jyske Bank was very selective in its recruitment process. They systematically looked for people matching with the firm’s values, and who would be likely to enjoy working in this firm. Then they gave them training and good support system, to help them delivering good quality services, and empowered them, in order to increase their motivation and their interest in