Netflix Service Audit
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Words: 4138
Pages: 17
Category: Business and Industry
Date Submitted: 11/09/2015 05:37 AM
08
Fall
08
Fall
Stephanie Wynne s3485652
Rahul Sankappa s3433005
Nicholas Christodoulias s3486355
Stephanie Wynne s3485652
Rahul Sankappa s3433005
Nicholas Christodoulias s3486355
Service Quality Audit
RMIT
Service Quality – MKTG1053
Semester 1, 2015
Wednesday, 1:30 PM
Service Quality Audit
RMIT
Service Quality – MKTG1053
Semester 1, 2015
Wednesday, 1:30 PM
Service Quality Audit
Executive Summary Page 3
Background/Introduction Page 4
Service Product Page 4
Distribution Page 6
Communication Strategy Page 7
Pricing Strategy Page 8
Processes in Evidence Page 9
Human Resource Strategy Page 9
Physical Environment Page 10
The Audit – SERVQUAL Page 10
Conclusion Page 11
Recommendations Page 12
References Page 13
Appendix Page 15
Executive Summary Page 3
Background/Introduction Page 4
Service Product Page 4
Distribution Page 6
Communication Strategy Page 7
Pricing Strategy Page 8
Processes in Evidence Page 9
Human Resource Strategy Page 9
Physical Environment Page 10
The Audit – SERVQUAL Page 10
Conclusion Page 11
Recommendations Page 12
References Page 13
Appendix Page 15
Executive Summary
In the recent months we have conducted an Audit on the service provider Netflix. Throughout this report we will discuss the many elements of Netflix as a service, and our personally experiences as consumers. Specifically during our audit, we focused on the newly introduced Australian and New Zealand Netflix. Netflix has international recognition.
Neftflix is Service Focus service and involves low contact for the consumer, though offers a narrow service to a wide market. Netflix is an information process service and is directed at intangible assets.
Netflix is not physically distributed in stores, therefore there is no such...
