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Performance Index for Archana Restaurant service at Loyola campus.

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

Neither agree nor disagree = 3 Agree Strongly agree =4 =5

(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.

Convenience sample of 10 Customers.

Data Analysis and Interpretation


Workers Neatness Error Free Service Prompt service Helping Customers Workers behaviour Understanding needs Operating Convenience

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

Mean Weighted average(Actual Service Level)

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

Target Service Level Service Performance Gap Score

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