The paper “ Management Perception of Customer Expectations, Service Quality Specified by Management, and Customer Expectations of the Service” is a delightful version of marketing on marketing. The success of any organization is dependent on its ability to satisfy the needs of the customers. The expectation of the customers has to be met in order to achieve the goal of customer satisfaction. The service gap model plays an important role in terms of identifying the reasons for an organization being unable to satisfy the needs of the customers. Four provider gaps are usually utilized in the model which includes the knowledge gap, standard gap, positioning gap and delivery gap (Adat, Noel & Penceliah, 2014).
All organizations usually put in place measures to ensure that the customers are satisfied. However, the measures in place may create a gap as it may be different from the expectations of the customers. Qantas Airways is a flag artier airline in Australia. It is the largest airline in terms of fleet and international flights. The company has put in place measures to ensure that the customers are satisfied.
The paper discusses the aspects of the service gap model in relation to Qantas Airways. DiscussionManagement perception of customer expectationsThe perception of management is that the customers require high-quality services. The pricing of the tickets is one of the major considerations by the management. The management is of the opinion that the customers require high-quality services offered at affordable prices. The comfort of the customers also forms a major perception of the customers. This has seen the management putting in place modern techniques to improve the comfort of the customers.
The management also utilizes technology to ensure that the customers are not inconvenienced. According to the service gap model, a gap usually arises when the management does not correctly perceive what the customers want (Agabu Phiri & Mcwabe, 2013). This problem can arise when the management does not carry out intensive research with regards to the needs of the customers. Qantas has adequate capacity to carry out research on the needs of the customers. However, the implementation of some of the aspects presents a challenge to the customers leading to a gap in the customer expectations. Service quality as specified by the managementManagement is specific with regard to the quality of services provided to the customers.
The company has been able to build a reputation of excellence in terms of safety, operational reliability and customer service. The company intends to offer high-quality services to its customers. This is through offering bonuses, rewards, and convenience to the customers. The management is also keen on ensuring that the customers are comfortable while on board. This has seen the company improving its catering services and offering new services such as the internet and Wi-Fi to the customers onboard.
The management in most cases believes that easy access to the services leads to customer satisfaction. According to the service gap model, the management perception and service quality specification take place when the management correctly perceive what the customer wants (Almsalam, 2014). Some of the perceptions are correct which has played an important role in reducing the gap in terms of service delivery.