Dear Experts,
I am doing a research work on measuring skill gap in retail sector for front level employees and i wanted some insights on methodology to be adopted to measure the gap so that some concrete results can be obtained.
Front-level employees in retail sector deal directly with the customers. Any gaps in their skill set can be identified by customer satisfaction level, customers' expectations and the actual service delivered. Customer satisfaction level has several underlying variables, based on the sector in which you are conducting the study. This will give you Customer satisfaction- delivery gap. Suppose if the product is not sold or the deal is not closed, because of different expectations of the customer- then you have Expectation-delivery gap. Once these gaps are identified, then you can infer, which type of skills are needed to bridge these gaps.
Thank a lot sir for giving a new perspective to my research work.
You can either go for exploring the facts by literature reviews then you can design a descriptive study based on the time and resources available.
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