Vodafone's Service Gap

In all the dimensions there is negative disconfirmation because the perception is less than the expectations.

Performance gap of Tangibility is not so high according to us, because tangibility does not play a vital role in a telecom service, like Vodafone. And the gap also is the lowest in this aspect. This shows that Vodafone has good tangibility aspect.

Performance gap of Reliability is high, i.e. -0.8333, and the importance being 15 out of 100. This shows that the bank is not able to perform the promised service that accurately or dependably. So, Vodafone must improve upon this aspect to compete on service delivery.

Performance gap of Responsiveness is also very high, i.e. -0.8, and the importance rating is the highest, i.e. 45. With a high gap and highest importance rating, this aspect has to be taken care seriously or else the competitors can take advantage of this gap. Lagging behind this aspect can prove to be harmful for Vodafone.

Performance gap of Assurance is -0.675 and the importance rating is 10. This indicates that the employees are not able to show that much of confidence and trust to the customers as expected. Hence, lies a gap.

Performance gap of the last dimension is the highest, i.e. Empathy is -0.847 and the importance rating for this is 20. This shows that Vodafone lags behind in understanding things from customer’s point of view. Even if the importance rating is not as high as the third aspect, i.e. Responsiveness, but the gap is the highest in this. Knowing things from customer’s point of view is very vital to be the leader in service delivery.

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