Group 2 (Hometown Case Analysis)

CASE STUDY ANALYSIS
HOME SOLUTIONS (INDIA)

LIMITED- KITCHEN SECTION
PRESENTED BY: PRESENTED TO:
1. ANURAG GHOSH - 2076013 PROF. BISWAJEET PATNAIK
2. AYUSH MOHANTY - 2076020 SUBJECT: MM II
3. DHAWAL RATHOD - 2076025 BATCH: BBA II
4. MAHEE PANDEY - 2076032 SECTION: A
5. MANISH SARKAR - 2076033
6. PRITISH SENAPATI - 2076039
1. Home Town a part of Home Solutions (India)
Limited is a retail store under Future Group which
specialized in providing home décor products as
well as services.
WHAT IS
2. The main speciality of the store is the exhibition
HOME section where live displays of various rooms are
TOWN? showcased.
3. Home Town allowed customers to find all the
things that they needed to build their dream house
under one roof.
4. They assured customers that “What they see is
what they get”.
• GAP 1: LISTENING GAP
The listening gap is the difference between
the customer’s expectations of the service and
CASE the company’s provision of that service.
ANALYSIS Essentially, this gap arises because
management doesn’t know or cannot
BASED ON understand exactly what customers expect.
GAP MODEL
Is GAP 1 present in the case?
NO, GAP 1 is not present in this case.
• GAP 2: THE SERVICE DESIGN AND STANDARDS GAP
This gap is concerned with translating customer expectations into actual
service designs and developing standards to measure service operations against
customer expectations. The standards set by the company may not be at par
with the customer expectations because the customers might have a higher
expectation than what the company believes are the customer expectations.
Is GAP 2 present in this case?

YES, GAP 2 is present in this case.
• GAP 3: THE SERVICE PERFORMANCE GAP
Even after the standards are se by the company management, there may be
shortcomings in the actual delivery. This gap exposes the weakness in
employee performance. Organisations with a service performance gap may
specify the service required to support consumers but have subsequently failed
to train their employees, put good processes and guidelines in action. As a
result, employees are ill equipped to manage consumer’s needs.

• GAP 4: THE COMMUNICATION GAP
In some cases, promises made by companies through advertising media and
communication raise customer expectations. When over-promising in
advertising does not match the actual service delivery, it creates a
communication gap. Consumers are disappointed because the promised service
does not match the expected service and consequently may seek alternative
product sources.

• GAP 5: THE CUSTOMER GAP
The customer gap is the difference between customer
expectations and customer perceptions. This gap
occurs because customers do not always understand
what the service has done for them or they misinterpret
the service quality. This gap can happen because of one
of the other four gaps, or simply because the customer
perceives the quality of the service incorrectly.

HOW CAN HOMETOWN
FILL THE GAPS ??
1. Hometown is not present in listening gap and it should carry
forward with it’s missions.
2. The Company is coming under Service design and Standards gap.
The company has to set it’s standards after utmost research and
practices.
3. Home Town needs to train their employees more effectively to
bridge Service Performance Gap.
4. Hometown comes under external communications gap. It needs
good communication skills and proper tracking of orders.
5. The gap can be filled up when customer expectations meets
company’s services.
SERVICE QUALITY
ATTRIBUTES
• ATTRIBUTE 1: RELIABILITY
In this attribute of SERVQUAL model the
company tries to provide the service as promised
to the customer i.e. performing services right at
the first time and providing the service at the
promised time.
Did Home Town fulfilled this attribute of the

SERVQUAL model?
No, they didn’t fulfill this attribute of the
SERVQUAL model.
• ATTRIBUTE 2: RESPONSIVENESS
In this attribute of SERVQUAL model the company
should have willingness to help their customers by
keeping them informed about when the services
would be performed and readily respond to the
customer requests.

SERVQUAL model?
SERVQUAL model.
• ATTRIBUTE 3: ASSURANCE
should have employees who can instill confidence in
customers by making them feel safe in their
transactions and should have knowledge to answer
customer questions.

SERVQUAL model?
SERVQUAL model.
• ATTRIBUTE 4: EMPATHY
should have employees who deal with the customers
in a caring fashion and have the customer’s best
interest at heart. Employees should deal with the
customers in a caring fashion.

SERVQUAL model?
SERVQUAL model.
• ATTRIBUTE 5: TANGIBLES
should have modern equipment related to the
service. They should have visually appealing
facilities and materials associated with the service.

SERVQUAL model?
Yes, they fulfilled this attribute of the SERVQUAL
model.
HOW CAN HOMETOWN FULFIL THE SERVICE
QUALITY ATTRIBUTES??
To achieve reliability attribute hometown needs to increase responsibility amongst their employees. They
need to abide by their vision of delivering “everything, everywhere, everytime for every Indian consumer”.
In order to achieve responsiveness attribute, company has to keep it’s customers informed time to time and
also always be ready to listen any type of customers request.
In order to achieve this, employees need to be courteous and should be able to assure customers that the
services which hometown is providing is of good quality and on the safer side.
To achieve empathy, employees need to maintain one to one communication with their customers regarding
their problems, expectations & satisfactions.
This attribute is fulfilled in hometown as they have latest gen equipments and physical appeal is also quite
sophisticated.
CONCLUSION
IT IS VERY IMPORTANT FOR THE IT IS IMPORTANT THE THE ORGANISATIONS SHOULD

COMPANY TO ENSURE THAT EMPLOYEES TO ABIDE BY THE ANALYSE THEIR BUSINESS TIME
THEIR BUSINESS REDUCE THE SERVQUAL MODEL TO PROVIDE TO TIME RELATING TO THESE
GAPS MENTIONED IN THE GAP THE BEST CUSTOMER MODELS SO IT CAN RECTIFY THE
MODEL. EXPERIENCE. ERRORS IN THE BUSINESS AS
SOON AS POSSIBLE.

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CASE STUDY ANALYSIS

HOME SOLUTIONS (INDIA)

Is GAP 2 present in this case?

Is GAP 3 present in this case?

Is GAP 4 present in this case?

Is GAP 5 present in this case?

Did Home Town fulfilled this attribute of the

Did Home Town fulfilled this attribute of the

Did Home Town fulfilled this attribute of the

Did Home Town fulfilled this attribute of the

Did Home Town fulfilled this attribute of the

IT IS VERY IMPORTANT FOR THE IT IS IMPORTANT THE THE ORGANISATIONS SHOULD

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