Post on 09-Apr-2018
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Service quality management
SERVQUAL
(RASOI RESTAURANT)
Guided by
Dr.Ashish Pareek
submitted by:
Akanksha Rustagi
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SERVQUAL
(Given by: Parsuraman, Zeithmal And Berry)
Measures the gap in service quality between the
CUSTOMER EXPECTED SERVICE & THE
PERCIEVED(EXPERIENCED) SERVICE
The five dimensions covered under SERVQUAL are:
Reliability
Assurance
Tangibility
Empathy
Responsiveness
denoted by the acronym RATER
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gap= expected service score perceived service score
The score is determined by using a 22 question set wherein the questions areincluded on following basis:
Statements 1-4 Tangibles
Statements 5-9 Reliability
Statements 10-13 Responsiveness
Statements 14-17 AssuranceStatements 18-22 Empathy
For these statements a scale of 7 is used i.e.
Strongly disagree 1-2-3-4-5-6-7 strongly agree
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ABOUTTHE ASSIGNMENT:
Study conducted at RASOI RESTAURANT,AJMER
(India Motor Circle)
Managers name Mr.Mohan Singh
Salient features Maglev (based on theme of Delhi metro)
Kidz Zone
Fine Dining
Koffee n Fun
RotatingTable
Food Court
Rajasthani Rasoi
BanquetHallThe ambience is pleasing, the interiors are good, soft instrumental music
always keeps on playing (this makes the environment light )
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THEEXPECTATIONS AS A CUSTOMER
The environment should be pleasing;
The place should be neat & clean;
Sitting arrangements should be well organized & comfortable;
The staff should be courteous and cooperative;
It should understand what exactly the customer wants;
Should be able to help out the customer when some query arises;
They should be well dressed;
The utensils and the cutlery used should be clean;
The service should be fast;
The food served should not only be tasty but should also appeal to eyes;
Whenever a customer demands some thing in middle of the course the thing
should be made available without any delay.
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THE PERCEIVED/EXPERIENCED SERVICE:
1. The place was nice and clean;
2. The interiors were good and soothing;
3. The dining space has been segregated into different sections which can be
selected by the customers on basis of the num of members in the group or on
basis of their mood and at times on the space available;
4.The staff was well dressed and their dresses had the emblem of RA
SOI
5. The lighting was dim and soft instrumental music was being played
6. The staff was good and greeted people well
7. The service is fast and nice;
8. The staff is courteous and helps customers with their queries
9. The food served is tasteful and the presentation catches the eyes too;
10.Many of the utensils are engraved with the RASOI emblem
11.The staff listens to the customers properly .
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THEOVERALL OBSERVATION:
The overall experience was good and the perceived services were upto the mark
of the expectations.
As such no gap in the service delivery could be observed.
The services at RASOI were good and in accordance to the SERVQUAL parameters
CONCLUSION:
For a success in the service industry whether it be hotel or a hospital or some
educational organization the human factors should be dealt with proper CARE
i.e. their needs should be understood and catered well and so only some then
any institution can flourish well in its sector.
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Comparitive analysis of two wesites
from service industry organizations:
1.AIRHOSTESS ACADEMY (AHA)
www.airhostessacademy.com
2.Mc.DONALDS FAST FOOD JOINT
www.mcdonaldsindia.com
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AHA &Its website:
An institute which provides training for air hostess and flight stewards i.e. a
prominent part ofHospitality Industry which is one of the major part of the service
industry.
Along with these it also provides training for BPOs & Call Centres, Hotel
Management And Personality Development.
As it is an educational institution , the design of the website is also formalThe back ground is red in color;
There are pictures of students during the classroom & training and profiles of
students who have successfully been placed from the institute.
The website provides a lot of information about the institution ranging from
courses to enrollment procedures from awards &accolades to recent updates both
at AHA & hospitality sector
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COMPARATIVE ANALYSIS
aha mc. donalds
Formal in appearance Formal + informal
Updated regularily Needs to be updated
Provides maximum
information about the
institution
lacks in giving some
informations
Some contact links were not
proper
The link which shows firms
presence in india was
outdated