Service
As Raksha Bandhan is approaching, my wife wanted to post rakhi’s to his brother and other cousins. So, we wanted to use the courier service.
Prior Expectation
We expected that post should reach its destination before 5th Aug, that too without any loss or damage.
How expectations were formed
Prior expectations were formed by our experience with previous posts we had done. Also, expectation is based on the need. Here the need is to send something to someone within a time period, without any damage to the product being sent.
Service Experience
We went to a courier service provider, Overnite Express, in Bistupur. We told him about the couriers. He reminded us to put phone numbers on the envelope. Once the address was written, he filled the receipt. He attached one to the envelope and gave another one to us. He also confirmed, that mail will reach its destination before 5th Aug.
Service Trinity Model
| Core Service | |
| Delivery of goods (rakhi, letter, documents etc.) from origin to destination | |
| Funding Mechanism | Customer pays – that too with money instead of self-service |
| Customer Management System | Customer has to provide the correct address and phone number. If customer makes a mistake during this process, the service cannot be offered in the way it is supposed to be (i.e. delivery at wrong address or return to the sender). It also have blame-sharing effect. |
| Employee Management System | No way to see the employee management. Also, the service provider is an agent of the Courier company. Presumably, the employees of the company will do the actual delivery. One of the biggest recruitment criteria should be immense sense of responsibility. |
Tangibility vs. People/Possession
|
| People | Possessions |
| Tangible Acts | People Processing | Possession Processing Courier Service. Delivery (Tangible Act) is done of mail (Possession) |
| Intangible Acts | Mental Stimulus Processing | Information Processing |
Service Process Matrix
|
| Degree of Interaction and Customization | ||
| Degree of Labor Intensity |
| LOW | HIGH |
| LOW | Service Factory Courier Service will fall into this category | Service Shop | |
| HIGH | Mass Service | Professional Service | |
Service Quality Ratings (SERVQUAL)
| Dimension | Sub-dimension | Rating | Remarks |
| Reliable | Outcome Quality | 5 | The package will reach its destination |
| Process Quality | 5 | The agent seemed competent | |
| Physical Evidence Quality |
|
| |
| Assurance | Outcome Quality | 5 | The package will reach its destination |
| Process Quality | 4 | Sometimes there are delays | |
| Physical Evidence Quality | 5 | Package can be tracked | |
| Tangibles | Outcome Quality | 5 | I have the receipt for delivery |
| Process Quality | 5 | I can track the package | |
| Physical Evidence Quality | 2 | Quite unorganized office | |
| Empathy | Outcome Quality | 3 | More money to deliver faster |
| Process Quality | 5 | Easy to do, can walk out in 5 min | |
| Physical Evidence Quality |
|
| |
| Responsiveness | Outcome Quality | N/A | Haven’t needed to call them up |
| Process Quality | N/A | Haven’t needed to call them up | |
| Physical Evidence Quality | N/A | Haven’t needed to call them up |
[Rating is given on a scale of 1-5; 1=Very Bad, 2=Bad, 3=Neutral, 4=Good and 5=Very Good]
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