Project Proposal

Service gap analysis:

Service Gap analysis generally refers to the activity of studying the differences between standards and the delivery of those standards. It would be useful for a firm to document differences between customer expectation and actual customer experiences in the delivery of a particular service. The differences could be used to explain satisfaction and to document areas in need of improvement.

However, in the process of identifying the gap, a before-and-after analysis must occur. This can take several forms. Once the gap is defined, a service plan can be developed that will move the organization from its current state toward its desired future state. We can state the service gap analysis in this way-

* Expected level of service vs. Actual level of service provided

The main purpose of this service gap analysis is to help a company to not only improve their processes, but recognize which processes are in need of improvement. The purpose of this gap analysis is to use self‐study to quickly identify the most obvious gaps in services on a company and then to use existing resources to begin to fill those gaps. The study also serves to establish baseline measures from which to measure progress toward future organizational goals and plans.

So we can say that, the purpose of this gap analysis has been to advance and deepen the knowledge about perceived service quality and obtained service quality.

We have decided to conduct research with Equity Property Management limited, a rising real estate business. A service gap analysis will be done with the information gathered by the research. We have chosen Equity because it is one of the up growing businesses in Bangladesh. We have also an easy excess in the information of this company. So it will help us to conduct research and also to make an appropriate report.

Company Profile

Equity Property Management (Pvt.) Ltd. is rapidly evolving to become a leading provider of premier lifestyles. With...