Assessing Service Strategy through Gaps Model- A Study in DG Infotech Ltd

Abstract

Service quality is the customers’ judgment of overall excellence of the service provided that includes outcome quality, interaction quality, and physical environment quality. Eventually, service quality ensures customer satisfaction which in turn make customer loyal to the service marketer. The purpose of this report is to show how DG Infotech Ltd identify various gaps in service performance and undertake various marketing strategies s that it can assure service quality while serving its customers. DG Infotech Ltd. (DIL) is a market leader in electronic payment platforms and a provider of biometric solutions for security, payments and entity identification. DG Infotech Limited is a famous IT sector in our country. DG infotech spared their business in many countries through the world. For several years it has been serving solutions to various computer associated problems. DG Infotech Ltd offers verities services to all of its clients. DG Infotech Ltd operates several businesses in Bangladesh and globally. They contribute significantly to the socioeconomic ailment of our country by serving healthcare, education and other services in the medium of their expert IT resources. DG Infotech Ltd under Dipon Group is a well-known business unit in Bangladesh. They provide e-payment platform security identity solutions, application development and content management systems, business intelligence and customer management systems, web portals and collaboration. Using the GAPS Model of service quality, this study has identified various avenues for improvement.