SERVICE MARKETING IN RESPECT TO EDUCATION SECTOR

PRESENTED BY—

SAJAL GARG

PGDM -IB

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

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

PEOPLE Professors Student themselves Recruitment & selection Needs & wants of student & professors Communicating the cultural value

PHYSICAL EVIDENCE Environment Furnishings Layout Noise levels Facilitating goods

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

SERVICE MARKETING TRIANGLE

MANAGEMENT promisor CUSTOMERS

Good Education Placements Good Faculty Provide laptop Education visit to known co. Education Trip to Abroad Lift facility

MANAGEMENT ENABLER EMPLOYEES

Training Cabin in faculty room Proper working environment lift facility Parking space

EMPLOYEES INTERACTING

CUSTOMERS

Polite and Good Communication Skills with proper dressing

Should have proper knowledge about their

areas of function

BENCHMARKING

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.

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

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