drive service quality 10d

8/2/2019 DRIVE Service Quality 10D

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Service QualityDimensions

ADB MBA-10

Jay LeonidoErin Lumanta-SeaMadelyn PaclibarDonnabelle Pineda


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Outline

Introduction BananaLeaf Profile

Discussion -10 Dimensions of ServiceQuality

Summary


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Introduction

Established in August 2001 Specializes in Southeast Asian cuisine Currently has 8 branches in Metro Manila Offers catering servicesReceived the Philippines Best Restaurants award 7 times

Mystery ShoppingExperience:

Excellent

Good

Average


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TangiblesQueries Observation Remarks

. What are therestaurants facilities?

How clean is theplace?

Restaurant has an Asian feel Has its own restroom Availability of kiddie chairs

Place is relatively clean Couch is a bit worn out Banana leaves to be used asplates are on the counter nearcashier area

Used glasses are also in thecounter area Restroom is quite dirty

Retain existing

Reupholster chairs Banana leaves andused glasses should beplaced in separateareas

Repair defective bowlin restroom


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Tangibles (cont.)Queries Observation Remarks

What is the ambiance?

Are the employees wellgroomed?

Are the materialsassociated with service

visually appealing?

Cozy; use of dim light Spacious in layout but limited interms of seating area

Neat looking employees Women wear hairnet

Menu booklet is heavy and a bitold looking

Pictures are available on themenu for easy reference Variety of menu available

Place only the extrachairs as necessary

Retain existing

Print menu on a lightermaterial

Insert a symbol in themenu to indicate bestseller


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ReliabilityQueries Observation Remarks

Reservation How long did it take to

answer the phone? How long did it take to

complete thereservation?

At the RestaurantHow quick are they able

to attend to you?

4 rings before somebodyanswered Less than 3 minutes

No person in the receiving area;

Took 6 seconds beforesomebody approached us Quickly ushered to the tableonce reservation was found Menu was immediatelyprovided once seated ; diningware followed 3mins after

Update website onphone number Could offer copy ofmenu for advanceorder

Assign a person on

the receiving area


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Reliability (cont.)Queries Observation Remarks

How quickly werethe meals served?

Quality of food

Orders were not repeated Did not give an estimated timeMeals were served within 10minsafter placement of order butsteamed rice was not yet included

Food was served hot except for thesquid; it was good Pictures in the menu looks thesame with actual food when served

Waiter to repeatorder and give anestimate time Better to serve allfood at once, if not,Waiter can giveassurance that othermeals will follow

Freshly cook meals


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ResponsivenessQueries Observation Remarks

How quick they are: in taking orders?

In taking additional orders oradditional requests? in serving the food? when you requested for the

bill? in giving you the change?

Do the waiter offer to

serve/scoop the soup into yourcup?

ROLE PLAY: Spill some waterand observe how quick willthey react.

Quick response in takingorders and additional requests.

Took 810 minutes before thefood was served. Took 1 minute to get the bill Took 1 minute to get thechange.

No offer to scoop the soup into

cup.

Prompt in cleaning the mess.

Should offervalue added

service likeoffering thecustomer to geta food.


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Assurance: CredibilityQueries Observation Remarks

Check the correctnessof the charges madeon the bill.

Check for exactchange up to the lastcentavo.

Incorrect billing

Gave exact change.

Double check thebilling based on thepurchase orders.


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Assurance: SecurityQueries Observation Remarks

Look for sanitationpermit and other kinds ofpermitbusiness, etc

Is there a fire extinguisherdevice inside thepremises?

With sanitation permit andbusiness permit

With fire extinguisher insidethe kitchen.

Obtain acertification (ISO).

Secure a fireextinguisher withinthe dining premisesalso.


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Assurance: CompetenceQueries Observation Remarks

The security guard shouldnot take the role of areceptionist

Upon arrival at therestaurant, check if theyare prepared for

customers, including thosewith reservations

Observe waiters how theyworkswiftness on theiractions, not clumsy

No receptionist or securityguard. Any staff canaccommodate guests

It took around 5 seconds forthem to check our reservation

Some waiters are swift, someare not. A waitress spilledsome water on the floor whenrefilling our glass of water.

Staff are flexiblealthough there shouldbe a designatedperson who will attendto guests

Maintain fastaccommodation toguests

More training shouldbe conducted


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Assurance: Competence (cont.)Queries Observation Remarks

ROLE PLAY:

Ask for the details of foodserved from a nearby table.

The waiter is very familiarwith their menu. Heeven passed when Itested him if he couldshow me where is it inthe menu.

Maintain familiaritywith menu


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Assurance: CourtesyQueries Observation Remarks

During reservation,observe their tone.

How do theyconverse?

Upon arrival, dothey greet thecustomerscheerfully and withrespect?

Observe how theylead thecustomers to thetable.

The person on the other lineis polite

No welcome greetings forguests.The staff who attended tous doesnt seem to have anapproachable aura. Noteven one smile.

The staff instructed us tofollow leading to thereserved table and gave usthe menu list.

Maintain phone etiquette

Staff should help start thenice dine experience with awarm greeting to customersand maintain friendlyatmosphere

Staff should at least spend afew seconds to ask theguests if they wanted to takeorders already before theyleave the table


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Empathy: AccessQueries Observation Remarks

Do they have adedicated number for

reservations?

Are there enough peopleto serve you for yourneeds?

Is their counter positionedwhere the customers caneasily see in case theyneed something?

It was easy to contact theirnumber.

Not plenty of staff availableto serve during lunch time.

Counter located at themiddle of the establishment.However, our table is a bitenclosed with a wallblocking the view of thecounter

Maintain open phoneline

Designate stafftasked to observeoperations to attendto customer needsimmediately

Fix layout problem


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Empathy: CommunicationsQueries Observation Remarks

Are they easy toconverse with?

Is he listening and

paying attentionduring the ordertaking?

The manner by which the ordertaker explained certain menu

wasnt pleasing. Unfriendly tone ofvoice.Knowledgeable about theproducts but doesnt give usefulsuggestions / recommendations

Orders were recorded but were

not voluntarily repeated forcustomer to check if orders werecompletely taken

Staffs should betrained in proper

order taking (i.e. tobe polite, fast, andaccurate) so thatcustomers do notwaste time.


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Empathy: Understanding theCustomer

Queries Observation Remarks

Are they approaching thetable to ask for further

needs or orders even iftheyre not called?

Does staff ask if customeris satisfied or if food isgreat?

Are feedback slips freelyavailable?

Staff approaches the tableonly when called

Staff didnt bother to ask ifcustomers enjoyed the food

Feedback slips were neitherfound on the table nor weregiven to customers

Staffs should betrained when and

how to checkcustomer satisfactionand the importanceof getting feedback.


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Summary

HighExpectation

ActualExperience

Facility Repair/Renovation

Employee Trainings

Improvements


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Thank You

drive service quality 10d

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