Service Model Gap Analysis

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Yau Yat Chuen Garden City Club

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Service Quality Gaps Model Audit

Prepared for:

Professor Gerald Gorn

Service Marketing and Management

Team members:

Bosco Lau 2009973286

Salvina Siu 2009965631

Yura Choi 2009973834

Candy Tang 2009973559

Chris Yin 2009960980

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Date: 9 October 2010

Executive Summary

We have conducted a Service Quality Gaps Model study private club in Hong Kong. The Service Quality Gaps Model consists of five gaps: information and feedback gaps; design-related gaps; implementation-related gaps; communication-related gaps; and customers’ perceptions and expectations-related gaps. The purpose of using the model is to better understand the relationship between management and customers’ expectation and perceptions and how it translates into service quality. This paper is the result of our audit based on the Service Quality Gaps Model, based on our visits of the club and interviews with the club manager and employees at the club. We hope that our analysis will show how a private club in Hong Kong provides quality service for it’s customers and identify areas of improvement for the club based in the Service Quality Gaps Model.

Overview

The club for our study is Yau Yat Chuen Garden City Club (YYC). It is located in Yau Yat Chuen, near the Kowloon Tong district in Kowloon. The club’s facilities grew over the years, now including restaurants, mahjong rooms, banquet & function rooms, outdoor and indoor swimming pool, reading room, basketball court, badminton court, tennis court, squash court, gym and spa.

The YYC was established in 1989. It occupied a land, which used to be a public park. The community of YYC requested the government to covert the land into a private club to serve the local community. The re-development was granted with the condition that the club...