Documente Academic
Documente Profesional
Documente Cultură
1.) For the service considered, the various factors or critical incidents or performance indicators that determine the quality of the service are identified. - Decided Factors that affect Service Performance. - Variables are fixed from Dimensions. 2.) The above performance indicators were translated into questions and were rated by the users of the service on a scale of 1 to 5. - Put it in to Questionnaire. 3.) Mean values of all dimensions are calculated and relate it to Variable. a. Weighted Average calculated. b. Service Performance Score Identified and service performance index Interpreted. Questionnaire
Strongly disagree Disagree = 1 = 2
(Tangibles) 1. Restaurant has modern-looking equipment.(ambience) 2. Workers are neat-appearing. (Reliability) 3. The restaurant performs the service right the first time .(Error free) (Responsiveness) 4. Employees give prompt service to customers. 5. Employees are willing to help customers. (Assurance) 6. Employees are consistently courteous (Individual attention). (Empathy) 7. Restaurant understands specifics needs of its customers. 8. Operating hours are convenient to all customers.
Factors
Looking
weights C1 C2 C3 C4 C5 C6 C7 C8 C9 C10
0.15
0.05
0.20
0.15
0.05
0.20
0.10
0.10
2 3 2 3 4 3 3 3 3 3
4 4 4 4 3 3 3 4 5 5
4 5 4 5 4 3 3 4 4 4
5 5 4 2 4 4 2 4 4 3
5 3 5 3 2 4 2 2 4 2
5 3 3 5 4 3 2 4 3 3
4 5 2 2 4 3 3 4 5 3
4 3 2 3 4 4 3 1 1 4
Looking
Workers Neatness
ErrorFree Service
Prompt service
Helping Customers
Workers behaviour
Understanding needs
Operating Convenience
Total
2.9
3.9
3.7
3.2
3.5
3.5
2.9
0.44
0.20
0.80
0.56
0.16
0.70
0.35
0.29
3.5
0.75
0.25
0.75
0.25
0.5
0.5
0.32
0.06
0.20
0.20
0.09
0.30
0.15
0.21
Methodology Mean = Sum of response score / No of Respondents. Weighted Average (Actual Service Level) = Weights allocated * Mean - Target service level = Weights allocated * 5 (scale is 1 to 5)
- Service performance Gap score = (Target Service level Actual service level). -Weightage allocated on the basis of dimensions (Each 1/5=0.20).
Inference
The survey shows that the overall performance of 3.5 out of 5 which is more than 3(average). So the performance is quite satisfactory. The major Factors for increase in performance index are workers Behaviour and prompt service to customers. The major factors responsible for the fall in service performance are lack of modern looking equipment and Operating hour of Restaurant. The overall quality of the service depends highly on certain key factors having higher weightage. These factors should be improved to improve the performance. Weightage score is compared with service performance to identify the Relative score of performance gap of each dimension. (Expectation Received = Performance).
SUBMITTED BY: Group-7 Prathesh Joseph J F11041 Anish Raja F11009 Anand Antony F11007 Jero Joshua F11023