service marketing with respect to education sector
DESCRIPTION
service marketing on education sector with reference to gap analysis,7p'sand triangle.TRANSCRIPT
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SERVICE MARKETING IN RESPECT TO EDUCATION SECTOR
PRESENTED BY—
SAJAL GARG
PGDM -IB
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7 PS OF SERVICE MARKETING
PRODUCTDegree awarded & syllabusBrand name & its historyplacement facilitygrading given by NAAC
PRICE Includes admission& term fees structure Fee concessions& exemptions Colleg affiliation fee Exam fees
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PLACE Location Accessibility Selection of affiliated college based on their strength & weaknesses Evaluation of affiliated college
PROMOTION Advertising Public awareness program Press meets Publicity Public relations
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PEOPLE Professors Student themselves Recruitment & selection Needs & wants of student & professors Communicating the cultural value
PHYSICAL EVIDENCE Environment Furnishings Layout Noise levels Facilitating goods
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PROCESS Polices Service standardized Procedures No. of steps involved in the service process : simple or complex level of involvement by student, professor & non teaching staff in the service delivery
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SERVICE MARKETING TRIANGLE
MANAGEMENT promisor CUSTOMERS
Good Education Placements Good Faculty Provide laptop Education visit to known co. Education Trip to Abroad Lift facility
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MANAGEMENT ENABLER EMPLOYEES
Training Cabin in faculty room Proper working environment lift facility Parking space
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EMPLOYEES INTERACTING
CUSTOMERS
Polite and Good Communication Skills with proper dressing
Should have proper knowledge about their
areas of function
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BENCHMARKING
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ONLINE BLUEPRINTING
Rememberable site name Data available in different languages Easy form format Full vedio on youtube Information regarding courses Fees of different courses Address of college & city office add.
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BLUEPRINTING (PHYSICALLY)
Add in different media Accessible location Parking space Direction to reception Provide information on courses available Separate department for grad. & P. grad.
Programmes Provide broucher Fees structure
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GAP ANALYSIS
Gap 1: Not knowing what the student expectsGap 2: Institutions are not having the desired
service designs and standards to meet the requirements of the students.
Gap 3: Not delivering service standards as required to deliver.
Gap 4: They are not matching performance they are supposed to show and promises communicated to the students.
Gap 5: Not knowing what the university delivers