2. COMPANY PROFILE
• Titan Industries is the worlds fifth largest and India's leading manufacturer
of watches.
• The company has manufactured more than a 100 million watches till date;
and has a customer base of over 80 million.
• The umbrella brand Titan is one of India's leading watch brands that
brought about a paradigm shift in the Indian watch market, offering quartz
technology with international styling.
• The brand Titan is committed to offering its consumers watches that
represent the compass of their imagination.
• Today, the Titan portfolio has over 60% of the domestic market share in
the organized watch market.

3. • The company has 247 exclusive showrooms christened World of Titan',
making it amongst the largest chains in its category backed by 700 after
sales service centres.
• The company has a world class design studio that constantly invents new
trends in wrist watches.

4. Different collections of Titan products
• TITAN EDGE WATCHES
• TITAN FASTRACK WATCHES
• TITAN RAGA WATCHES
• TITAN REGALIA WATCHES
• TITAN SONATA WATCHES
• TITAN STEEL WATCHES
• TITAN BANDHAN WATCHES

5. SERVICE MARKETING OF TITAN WORLD
BRAND
PURCHASING POWER
(Rs) CATEGORY
Fast rack 550- 1,430 Youth
Exacta 595- 1,430 Lower Middle Class(office
wear)
Spectra 650- 1,830 Common Class
Royal 960- 2,830 Upper Middle Class
Raga 1,420- 4,000 Upper Class
Bandhan 1,675- 8,085 Couples
Regalia 1,725- 7,770 Upper Middle & Upper Class
Edge 4,500- 5,200 Business Class
Nebula 10,000- 58,000 Upper Class
Octane 2,955- 8,000 Youth
Heritage 5,000- 10,000 Business Ladies
Orion 4,500- 7,800 Business Class
Flora 6,495- 7,450 Upper Class
Purple(new) 3,495- 6,995 Upper Class

6. GAP ANALYSIS OF SERVICES OF TITAN
• Gap analysis generally refers to the activity of studying the differences
between standards and the delivery of those standards.
• For example, it would be useful for a firm to document differences between
customer expectation and actual customer experiences in the delivery of
medical care.
• The differences could be used to explain satisfaction and to document areas
in need of improvement.

7. • The issue of service quality can be used as an example to illustrate gaps.
For this example, there are several gaps that are important to measure.
• From a service quality perspective, these include:
(1) service quality gap;
(2) management understanding gap;
(3) service design gap;
(4) service delivery gap; and
(5) communication gap.

8. SERVICE QUALITY GAP
• Indicates the difference between the service expected by customers and
the service they actually receive.
• For example, customers may expect to wait only 20 minutes to see their
doctor but, in fact, have to wait more than thirty minutes.
• So, what we observe in Titan showroom is that the customers have not to
wait too much. Titan people deliver fast and best service to their
customers. However during festive and wedding season customer have to
wait for the service to be render.
• For example the customer have to wait for the employee to be free from
other customers, they have to wait till the billing completes. And this will
create gap in their service.

9. MANAGEMENT UNDERSTANDING
GAP
• Represents the difference between the quality level expected by customers
and the perception of those expectations by management.
• For example, in a fast food environment, the customers may place a greater
emphasis on order accuracy than promptness of service, but management
may perceive promptness to be more important.
• So, regarding this gap what we observe that Titan showroom is successful to
provide accurate services and products according to the demand and
expectation of the customers.

10. SERVICE DESIGN GAP
• This is the gap between management's perception of customer expectations
and the development of this perception into delivery standards.
• For example, management might perceive that customers expect someone
to answer their telephone calls in a timely fashion. To customers, "timely
fashion" may mean within thirty seconds.
• However, if management designs delivery such that telephone calls are
answered within sixty seconds, a service design gap is created.
• So, there is nothing to mention regarding this gap as most of the businesses
having this gap.

11. • For example when we talk to the customer care executive of our service
provider we have to wait for their response to our problem. As we have
already discuss earlier about the showroom facility and number of
employees it will already leads to create this gap in their service design.

12. SERVICE DELIVERY GAP
• Represents the gap between the established delivery standards and actual
service delivered.
• Given the above example, management may establish a standard such
that telephone calls should be answered within thirty seconds.
• However, if it takes more than thirty seconds for calls to be answered,
regardless of the cause, there is a delivery gap.
• So, what we found regarding this gap is that there is no such type of gap in
their service. And they assured their customer that the services will be
render on time.
• For example if a customer comes regarding the watch repairing to the
showroom he will be promised to deliver their service on time and Titan
fulfil their promises.

13. COMMUNICATION GAP
• This is the gap between what is communicated to consumers and what is
actually delivered.
• Advertising, for instance, may indicate to consumers that they can have a
discount of 20% on shoes.
• But when customer reaches the outlet to purchase, he comes to know
that the discount will be only in sports shoes.
• So, what we found in Titan showroom is that there is no such gap between
what they promise and what they deliver.