Expectations:
Experience:
I reach the salon and have a waiting period of 10 minutes. I look for magazines around and promptly find some, the typical bollywood ones, which are definitely not my types but it makes an interesting read for 10 minutes
After 10 minutes I am escorted to a cabin by my barber. Now I have been to Pigeon ( the name of the salon. What a misfit!!) before and everytime get my haircut from a different guy. This fellow was a new chap.
Now before I delve further into how the guy cut my hair and other services he forced me into, I would like to give some details about the ambience and location of the salon. The salon is located in the prime location of jamshedpur called Bistupur and is right outside the gates of one of the Tata Factories. I dont remember the name of the factory but can surely bet that the factory was the main clientele of the salon.
The salon Interiors was not such a pleasant site. The green coloured walls. The torn leather on the sofa, and the background FM music wasnt helping either.
Finally getting back to the act of cutting my hair. This guy promptly asked me what style I want as if he was an expert at that. I give him a grin and ask for a 'crew cut'. He ultimately ended up cutting my hair but it was nowhere close to a crew cut as I had demanded. But I dont mind as he had done a decent job. A crew cut would have been an Augmented Product for me.
Now here comes the best part. This guy asks me if I would like to go for a facial as I really needed one. He conviced me that I need one because of the black heads and how a facial would help remove it. I donno what made me accept his suggestion but I did. Call it he guys Persuasive skills or my subconsious need to have facial done.
I asked him for the rates and they appeared reasonable to me. A mere 350 bucks. After pursuading me for a facial he added that " saheb agar facial kara rahe ho to bleach bhi kar lo.Sirf 120 rate hai.Apka chehra nikhar aayega"
And I fell for it too....
Now during the long one hr session I made sure I keep a watch on the products he was using. I hadnt heard of some of em before but yes somehow I was satisfied.
In the end I shelled put Rs 515 for the entire service but I left with a good deal of satisfaction.
I asked for a discount but the poor guy said he had absolutely no control on discounts...I believed him!!
The above figure summarizes the analysis of the service in terms of the Service Trinity based on my experience. The analysis for Employee Management is restricted to my experience, interaction and observation
Service Quality:
In order to determine the perceived service quality of the Salon, 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 | 5 | Decent ambience as per the rates. But it could have been higher if basic things like colour of wall, music and type of seating arrangement was made better |
| 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 |
| Empathy | 8 | Good understanding and empathy shown |
Based on the above dimensions of quality, I would summarize the perceived service quality to be of a fair level
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