1. 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.

Due Aug 30, 23:59 Course Project: Gap Analysis of Service Company 25 points Add class comment 1. 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