dubai driving center

7/29/2019 Dubai Driving Center

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Dubai Driving Center

VS

Emirates Driving Institute


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Contents :An Overview

Introduction: EDI and DDC

Facilities offered: EDI and DDC

Loyalty Program: EDI

Analysis

GAPS Model

Zone of Tolerance

Results from Personal Interviews


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Dubai Driving Center


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Introduction

Established in 2003

Provides very high standard of training &

guidance for ones quest for obtaining license,

Has grown to 16 branches.

Head Office at Al Mina road, near Dubai Dry

Docks


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Hallmarkcloseness to its customers

Management & staff are constantly working in

tandem by creating, infrastructure and new

competencies to help deliver quality services

in training, transportation & support services


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Customers are encouraged to feedback

Open Door policy helps customers to come

forward & meet any official including the GM

& voice their concerns

Committed to health & environment making it

a responsible corporate citizen


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DDC: Facilities offered

Waiting Rooms

Masjid

Cafeteria Credit Card payment

Eye Test

Photo Studio


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Emirates Driving Institute


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Introduction

Established in 1991

Largest driving institute in Dubai

Provides training courses for DL acquisition Since its inception over 300000 students have

acquired their DL through EDI

Over 1000 qualified male and female drivinginstructors from different nationalities


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EDI: Facilities offered

Safety Hall

Simulator Training

Transportation Buses

Waiting Rooms

Cafeteria

In-house License issuing

Registration counters and 56 Branches

Advanced Course registration counters


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EDI: Loyalty Program

A range of discounts, mega-offers, bumper

prizes and savings

EDI Loyalty program started in January 2010

Designed to reward and provide benefits tostudents who register with EDI

List of offers include- dining, shopping,

entertainment, healthcare, electronics,personal grooming, travel deals and manymore.


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Analysis


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GAPS Model: EDI

GAP 1: Knowledge

Gap

Inability to meet

customer needs

Focus on

transactions rather

than building

relationships

Gap 2 : Service

Design and Standard

Gap

Classes not tailored

made to suit the

needs of the

customers.

GAP 3: Service

Performance Gap

Customers need to

play their role as

well

Inability of

instructors to meet

the standards of

driving schools

Backend employees

incompetent in theirroles

Gap 4 :

Communication Gap

Lack of coordination

between staff

Classes being

cancelled without

prior intimation

Inappropriate

Pricing


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Zone of Tolerance

Desired Service

Adequate Service

Zone of Tolerance

What Customer Expects

What Customer Accepts


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Research

Sample Size: 30

Research Technique : Personal Interviews

Sample Units:

License Holders

Currently Enrolled for driving classes

Prospective Customers


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Service Preference Criteria

Options available

Price

location Background check

Influence of Family

or friends Word of mouth

Options

Available

5%

Price

31%

Location

12%

Background

Check

7%

Word ofMouth

11%

Family and

Friend

Influence

34%

Service Preference Criteria


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Overall service satisfaction: EDI

0%

10%

20%

30%

40%

50%

60%

Very High High Moderate

Series1 55% 30% 15%

Service Satisfaction : EDI


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Overall Service Satisfaction : DDI

0%

10%

20%

30%

40%

50%

60%

Very High High Moderate

Series1 52% 26% 22%

Percentage

Service Satisfaction : DDI


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Grievance Handling: Comparative

Analysis

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Excelent Good Satisfactory Dissatisfactor

y

Emirates Driving Institute 23% 44% 24% 9%

Dubai Driving Centre 21% 36% 29% 14%

Grievance Handling


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Level of Satisfaction: EDI

0%

10%

20%

30%

40%

50%

60%

70%

Ease of

Registeration

Instructor Training Simulator Training Transportation Waiting rooms Cafeterea

Highly Satisfied 29% 15% 12% 21% 35% 49%

Satisfied 55% 48% 61% 38% 30% 19%

Neutral 3% 19% 8% 16% 11% 16%

Dissatisfied 8% 15% 11% 20% 13% 8%

Highly Dissatisfied 5% 3% 8% 5% 11% 6%

EDI: Level of Satisfaction


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Level of Satisfaction: DDC

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Ease of

Registeration

Instructor Training Simulator Training Transportation Waiting rooms Cafetarea

Highly Satisfied 17% 10% 13% 7% 26% 35%

Satisfied 44% 37% 45% 10% 24% 27%

Neutral 11% 22% 15% 45% 18% 19%

Dissatisfied 19% 22% 19% 28% 18% 11%

Highly Dissatisfied 9% 9% 8% 10% 14% 8%

DDC: Level of Satisfaction


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Service Quality

Technical Outcome

Interaction Quality

Physical Environment


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SERVQUAL

Reliability

Accuracy60%

AssuranceGood safety record, Competent,knowledgeable, employees with

good morale

TangiblesClassroom facilities, Simulators,

equipments

Empathy

Anticipating customer needs,giving care and attention to each

ResponsivenessPrompt service, providing desired

information

55%

64%

40%

46%

40%

45%

36%

60%

54%

EDI DDC


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Conclusion

Focus should be upon building relationship

rather than transactions

Instructors should be allotted as per Learners

language know how's

The instructors should be well trained

Communication barriers need to be isolated

or removed

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