Service Quality through Service Recovery at the Ridmik Labs Bangladesh

Abstract

Service recovery is a strategy through which service providers deliver the remedy against a service failure. Having a service recovery strategy is critical for a service provider, as services are intangible and variable in nature. Such a strategy provides a promise to the customers on service quality, which is a critical factor in customer satisfaction, loyalty, and overall business success. The purpose of this study is to examine how service recovery strategy is used by Ridmik Labs to ensure service quality necessary to deliver superior service in the technology field. This study is done with the combination of both academic theoretical knowledge and real-life practical knowledge gained from a five-month internship program at Ridmik Labs. During this five-month internship, I gained knowledge of several service activities. To elaborate on the main purpose of this study, i.e., Ridmik Lab's service quality, the report has been divided into several important parts. The report starts with an introduction and the purpose of the study. It then provides details on the analysis of the technological industry in Bangladesh. The later part describes the overview of the organization, which is Ridmik Lab. The discussions then detail the service recovery strategy of the Ridmik Lab. From the study, it is evident that Ridmik Labs has various strategies and preparations to provide the remedy for any service failure. To fix the customer, Ridmik Labs has a specific arrangement so that it can (1) respond quickly; (2) provide appropriate communication; (3) treat customers fairly; and (4) cultivate relationships with customers. On the other hand, Ridmik Labs practices several strategies like (1) encourage and track complaints; (2) learn from recovery experiences; (3) learn from lost customers; and (4) make the service fail-safe to fix the problems. Based on the findings and internship experiences, several recommendations are forwarded to Ridmik Labs so that it can plan further for the betterment of its service quality.