Best and worst service

encounter
Submitted by
Mahmud Islam Shuvo
1511456030
Sec: 5

Submitted To
Zarjina Tarna Khalil (ZTK)
Service Marketing
MKT 412

1
 Best Service Encounter

Pathao - Food
Factors led to pleasant service:

 Promise matching performance

 Timely and Fast service
 Providing Foods from one’s favorite Restaurant

Role of management behind superior service

quality:

 Invested in service people

 Strong internal & External marketing
 providing training and counseling to employees

2
 Worst Service Encounter

Daraz : Online Shopping

Real cause of service failure:

 Overpromising via website

 Delaying in Products Delivery
 Incompetent service people
 Delivering wrong products
 Responding time is too slow

3
 Worst Service Encounter

Daraz : Online Shopping

Recommendation:

 To invest in the service people

 To deliver products in exact time
 To look after the Quality of products
 To Provide the better After Sales Service

4
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