servqual akki

8/8/2019 servqual akki

1/11

Service quality management

SERVQUAL

(RASOI RESTAURANT)

Guided by

Dr.Ashish Pareek

submitted by:

Akanksha Rustagi


2/11

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


4/11

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 )


5/11

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.


6/11

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 .


7/11

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.


8/11

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


10/11


11/11

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

servqual akki

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