Need:
Needed a new haircut for brother’s wedding
Expectation:
To get a new style and change my appearance for the wedding. Also, from my previous experience with the stylists, I was confident of getting a good haircut that would not be very common and would suit me. Based on my previous experiences, I also knew that I did not need to be worried about the stylist cutting my hair too short (I prefer long hair) and this is a relieving and assuring factor which attracts me to the same outlet every time I need a haircut.
Experience:
Since the stylist I usually get my hair cut from is usually busy, I set an appointment with the salon for a haircut. I reached the outlet 10 minutes late but the stylist was still available which is not common for the salon as they do not hold appointments and expect the customers to reach 5 minutes or so before the scheduled time. Pleasantly surprised, I was told they knew I preferred the particular stylist and since I had mentioned I am in Delhi for a very short while they accommodated the same.
The stylist usually asks the customers for their preference of style and length. My only preference was to not get my hair cut too short and the stylist met this requirement very well by changing my hairstyle without cutting more than a couple of inches in length. Also, since the hairstyle was similar to what I had in mind, I was very pleased with the results.
The experience at the salon is always good since not only do I get a good hairstyle, but the stylist also informs me of ways to take better care of my hair. He ensures the advice given is not very time consuming and does not require frequent visits to the salon since I told him I am studying in Jamshedpur and not in Delhi. The stylist also informs me of all new services launched by L’Oréal Professionnel and discusses and explains the ones that would suit me best irrespective of whether I opt to try the service or not.
Service Analysis:
Service Quality:
In order to determine the perceived service quality of the L’Oréal Professionnel Haircut, 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 | 9 | The appearance and environment of the salon is clean and well-equipped. The wide range of services available at any L'Oréal Professionnel outlet ensures a wide variety of latest cosmetics and hair products as well as any equipment needed. |
| Reliability | 9 | The reliability is very high since I have been highly satisfied with my haircuts at the outlet and have not had any complaints till now. |
| Responsiveness | 8 | The employees are very responsive to any requirement of the customers ranging from appointments to the core service to information needed about any other service. |
| Assurance | 9 | Competence of the staff and employees is very high. Courtesy of the employees is high towards the customers as well as co-workers. Credibility of the service is high as the employees are well-trained hair professionals hired and trained by L'Oréal Professionnel. |
| Empathy | 8 | The employees understand the requirements of the customers well. In case of any concerns regarding the service, the employees are quick in resolving the issues. |
Based on the above dimensions of quality, I would summarize the perceived service quality to be of a very high level and I use the service repeatedly and also recommend it to others.
Your opinion and comments are welcome.
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