My first couple of days in Jamshedpur and my laptop screen stopped working thereby creating the need for me to search for and then visit an HP Laptop Authorized Service Center.
Expectations:
Considering the imminent need for a laptop, I had very high expectations from the Service Center. Not only did I want my laptop repaired well, I wanted it done within a day or two. I also did not want to pay an exorbitantly high price to get the laptop repaired and wanted a feasible and affordable solution to the issue. My expectations from the Service Center people were not very high owing to a prior experience at another service center in Jamshedpur where I did not even give my laptop for repair because of the behavior of the people involved.
Experience at the Service Center:
I entered the Service Center situated on the first floor of an apartment complex in Bistupur. Unimpressed with the service center location, I stepped into the office. I was greeted by a receptionist who then guided me straight to the Branch Manager's office to discuss my case. Not expecting much, I stepped into the office only to be awed and amazed. Not only did the branch manager greet me with a big smile and conversed in impeccable English, he also assured me that the laptop will be repaired within 2 days. When I told him I would like to go for an affordable option instead of an exorbitant one, he just smiled and said, "I know you're a student. Don't worry. I will try to repair the laptop but in case any part needs replacement, I will speak to you first and only if you find the replacement affordable will we go ahead with it." I gave him my laptop, hoping for a high quality of service as his promptness and courteous manner had raised my expectations.
After 24 hours I received a call from the Branch Manager telling me my laptop had been successfully repaired and that I could collect it from the Service Center. He also said that currently the screen is being tested to ensure it does not give me trouble later and I could collect the laptop any time I wanted. The promptness of service seemed to be an extension of the promptness of the Branch Manager and I was pleased with the results.
I reached the branch to collect my laptop and asked the Branch Manager the amount I had to pay for the service. He also agreed to reduce the price of repair and the circuit replacement by Rs. 1000 thereby only charging me for the new circuit even though my laptop was no longer in its warranty period. I walked out as a highly satisfied customer and came back to XLRI with my laptop recommending the Service Center to all my friends who own an HP Laptop.
Service Analysis:
The above figure summarizes the analysis of the service in terms of the Service Trinity based on my experience with the Service Center. The analysis for Employee Management is restricted to my experience, interaction and observation at the Service Center.
Service Quality:
In order to determine the perceived service quality of the HP Service Center, the five dimensions of service quality (SERVQUAL) have been used. These dimensions are given in the table below along with the quality perceived by me during my experience.
| Dimension | Rating (Scale of 1-10) 1 – Poor; 10 - Excellent | Analysis of Service |
| Tangibles | 6 | Well planned office; Separate Divisions made for customer interaction and clean service room; Downside: Located in an apartment complex thereby eliminating an official and formal environment |
| Reliability | 8 | Highly Reliable; Performed service extremely well the first time. |
| Responsiveness | 9 | Highly responsive and provided prompt service |
| Assurance | 7 | Courteous and seemingly competent personnel High credibility for the brand since I own an HP laptop and other HP products Security not very high as not aware about security of data on the laptop |
| Empathy | 8 | Good understanding and empathy shown by Service Center Personnel |
Based on the above dimensions of quality, I would summarize the perceived service quality to be of a considerably high level and I am a highly satisfied customer of the same.
Opinions, comments and your experiences are welcome.
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