7/30/2019 Service Performance Index

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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 theusers 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 = 1

Disagree = 2

Neither agree nor disagree = 3

Agree = 4

Strongly agree = 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.

Performance Index for Archana Restaurant service at Loyola campus.

7/30/2019 Service Performance Index

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Data Analysis and Interpretation

Looking WorkersNeatness

ErrorFreeService

Promptservice

HelpingCustomers

Workersbehaviour

Understandingneeds

OperatingConvenience Total

Mean 2.9 3.9 4 3.7 3.2 3.5 3.5 2.9

Weighted

average(Actual

Service Level) 0.44 0.20 0.80 0.56 0.16 0.70 0.35 0.29 3.5

Target Service

Level 0.75 0.25 1 0.75 0.25 1 0.5 0.5 5

Service

Performance

Gap Score 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)

FactorsLooking

Workers

Neatness

Error Free

Service

Prompt

service

Helping

Customers

Workers

behaviour

Understanding

needs

Operating

Convenience

weights 0.15 0.05 0.20 0.15 0.05 0.20 0.10 0.10

C1 2 4 4 5 5 5 4 4

C2 3 4 5 5 3 3 5 3

C3 2 4 4 4 5 3 2 2

C4 3 4 5 2 3 5 2 3

C5 4 3 4 4 2 4 4 4

C6 3 3 3 4 4 3 3 4

C7 3 3 3 2 2 2 3 3

C8 3 4 4 4 2 4 4 1

C9 3 5 4 4 4 3 5 1

C10 3 5 4 3 2 3 3 4

7/30/2019 Service Performance Index

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- 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 than3(average).So the performance is quite satisfactory.

The major Factors for increase in performance index are workers Behaviour andprompt service to customers.

The major factors responsible for the fall in service performance are lack of modernlooking equipment and Operating hour of Restaurant.

The overall quality of the service depends highly on certain key factors having higherweightage. These factors should be improved to improve the performance.

Weightage score is compared with service performance to identify the Relative scoreof performance gap of each dimension. (Expectation Received = Performance).

SUBMITTED BY:

Group-7

Prathesh Joseph JF11041

Anish RajaF11009

Anand AntonyF11007

Jero JoshuaF11023