Presented by:
INTRODUCTION
 Servqual: The SERVQUAL Model is an empiric model by Zeithaml,
Parasuraman and Berry to compare service quality performance with
customer service quality needs.
 Their Dimensions are as follows:
1. Reliability: Reliability involves consistency of performance and
dependability. It also means company performs the service right time
and honours its promise
2. Assurance: The knowledge and courtesy of employees and their ability
to convey trust and confidence.
3. Tangibiles: The appearance of physical facilities, equipment, personnel
and communication materials.
4. Empathy: The provision of caring, individualized attention to
customer.
5. Responsiveness: The willingness to help customers and to provide
prompt service
About company
Founded In early 2015 to create an eco system
for parents to easily access technology enabled
solutions to help drive better outcomes for
children.
They work with Doctors, Academicians,
neuroscientist, Psychologist, Nutritionist,
Teachers, Schools, Hospitals and research
institutions to come up with new ways to
simplify the parenting.
Objectives
 To assess the service quality rendered by Parentof
solutions Pvt Ltd from the perspective of
Tangibility, Reliability, Assurance, Empathy, and
Responsiveness.
 To provide suggestions based on the current
empirical study.
 To identify the strength and weakness in their
services.
Data analysis
Variables
Age Group
Gender
Educational Status
Profession
Characteristics
No. of respondents
Percentage
20 – 28
5
16%
29 – 35
10
31%
36 – 45
15
47%
46– 50
2
6%
Male
9
28%
Female
23
72%
SSLC/ PUC
5
16%
Graduate
11
34%
Post Graduate
13
41%
College/ but not Graduate
1
3%
Others
2
6%
Self employed
1
3%
Salaried
16
50%
home maker
10
31%
Professionals
4
13%
Others
1
3%
Major Findings
Percentage
Dependent Variables
I will recommend this app to whoever seeks my advice about parenting
I find the overall services delivered by Parentof is satisfactory
Neutral
26
Agree
39
Strongly Agree
35
Neutral
26
Agree
42
Strongly Agree
32
Neutral
22
The progress made by parentof services in today's day as strongly influence Agree
the parents mindsets towards parenting
Strongly Agree
The overall services provided by parentof before downloading and while
using the app is satisfactory
50
28
Neutral
36
Agree
37
Strongly Agree
27
Neutral
33
The care expressed by parentof service staff while addressing customers need Agree
is satisfactory
Strongly Agree
43
24
Regression analysis
ANOVA
Regression
Residual
Total
Sum of
Squares
871.340
191.570
1062.910
Df
5
94
99
Mean
Square
174.268
2.038
F
85.510
Sig.
.000b
Table showing T test
Model
(Constant)
Tangibility
Reliability
Responsiveness
Assurance
Empathy
Unstandardized
Coefficients
B
Std. Error
Standardized
Coefficients
Beta
T
Sig.
Collinearity
Statistics
Tolerance VIF
.276
.000
1.119
.224
1.021
.056
.260
1.096
3.983
.450
2.222
.190
.076
.233
2.483
.015
.218
4.585
-.303
.141
-.254
-2.149
.034
.137
7.285
.221
.139
.211
1.588
.116
.109
9.212
.611
.097
.576
6.328
.000
.231
4.324
Model Summaryb
Model
R
R square
Adjusted R square
Std. Error of the Estimate
R square Change
F change
Sing. F Change
Durbin Watson
1
0.905
0.82
0.81
1.428
0.82
85.51
0
2.362
Conclusion
 Out of various responses given by the parents from the age
group from 23 years to 45 years,
 Above obtained results explain 82.0% of the variation in
Dependent Variable (Customer satisfaction) was captured
by independent variables Tangibility (V1), Reliability (V2),
Responsiveness (V3), Assurance (V4) and Empathy (V5)
with a standard error of 1.428.
 Rest of the independent variables posses strong beta
coefficients out of which Empathy has the best and
followed by Tangibility, Reliability, and Empathy had a
significant and positive effect on the overall satisfaction.
 Assurance is not influencing the change in overall
satisfaction.
Recommendation
 Following are the recommendation based on the
analysis,
1. This is a new app in a relatively grey area in
children upbringing and holds a lot of promise
and potential in the future provided it is allowed
to evolved on the right lines.
2. App should also be compatible with IOS and
other platforms.
3. To address any problem there has to be
troubleshoot section in the app since they have
no interactions with employees