Identify a service firm.

$2.$ Develop questionnaire to conduct gap analysis as per the gap framework discussed in class.

$3.$ Questionnaire should have questions to ask from customers of the firm and getting rating on the Likert scale of $1-5.(1.$ Strongly Disagree $-5.$ Strongly Agree$)$

$4.$ Data Analysis using Excel and develop findings$/$results report using descriptive statistics bar charts$/$Pie Charts, Mean, and$/$or other statistics.

$5.$ Recommend what strategies, tactics, approaches, methods, they can use to reduce$/$fill the $7$ gaps and overall gap between customer needs$/$expectations and customer experience as compared to expectations.