To

visit two service organization an identify the physical evidence they are using, Compare them and suggest recommendations to increase customer perception. Marketing of Services

Submitted To: Renu Mam choudhary

Submitted By: Abhinit kumar Sec B

Roll no. -56Subject:

The 2 service Organizations which I have selected for identifying the Physical Evidence are:

Reliance communication AIRTEL Relationship centre

Address of the Stores:1.Reliance communication Relationship centre Sector 12,opp-metro hospital, Noida,UP

Physical evidence Reliance communication Relationship centre:a) Staff

All people who were inside the store where wearing the blue tshirts of Reliance with logo on right side printed in white color. A team of 5 peoples including a store manager 3 persons at desk, Dealing with customers respectively, like Billing, new connection GSM and CDMA AND Reliance india mobile ,Payment ,etc

1 for showing various phones connections with Reliance,1 at reception.

a) Area A Store of building area about 30x14

b)

Furnishing A well furnished office with tables and sofas for customers as well as for executives. A cabin for store manager. Showcase for Handsets with Reliance Connections.

c) Brochures They have various stands for keeping the leaflets with plans detail and tariffs d) Electricals Lighting in blue,red and white color in proper and sufficient manner. . e) Paperworks Various plans and tariff lists , Billing papers, receipts etc f) Other Internet Facility Various Handsets like Blackberry ,Samsung ,nokia and classical handset with Reliance Connections

2.AIRTEL Relationship centre Sector-12-22, , Noida,UP

Physical Evidences of

Airtel

Relationship Centre:-

. a) Staff All people who were inside the store where wearing the red tshirts of airtel with logo on right side printed in white color. A team of 6 peoples Dealing with customers respectively, like Billing, new connection,Payment,etc. a) Area A store of Buiding area 40x18 b) With attracting new logos of Airtel c) Furnishings A single furnished tabled .

10 Chairs in AIRTEL Relationship centre 6 Executives and 4 for customers d) Electricals The lightings done are very dim with CFL lights. 3 computers and 4 landline phones 1 printer. a) Brochures Brochures are placed at the entrance on the left corner Details of the plans and tariffs are displayed on the walls

b) Paperworks Various plans and tariff lists , Billing papers, receipts etc. c) Other Cheque Drop Boxes at the right side near the entrance. Drinking water at left side Entrance. Internet facility was available.

Recommendation & Comparative Study Of Airtel and Vodafone

The Building of Airtel was better than Reliance. Man Power at the airtel was more than Reliance however the behavior of executives at both stores was equivalent. Brochures was displayed properly and in an sequenced way. Furnishing of Airtel was good , Chairs were arranged for customers who are in queue. Lighting of Airtel store was far better than Reliance.