Read the case given below and answer the questions given at the end.

CASE STUDY-II

Plan and visit a departmental store or a reputed restaurant or a corporate bank and perform a quick service delivery
study / audit, thinking like a customer. Prepare a report covering following scope in person:

(a) Desired features of the service delivery important for customer satisfaction.
(b) List the attributes which will make it unique & create differential advantage
(c) Evaluate the three T's of service on a scale of 1 (poor) to 5 (excellent): The task The treatment The tangible features of service Tangible features to include the environment, layout and appearance of the facility and not the goods you purchased or service you enjoyed.