Entries By Vidya Pramod(b06120)
Airtel
I had to interact with the customer care of Airtel Hyderabad due to some problem with the billing. I called up the customer care on the 24th September. The call was made in the night as Airtel promises a 24/7 customer care service.
Expected: - Prompt service ie customer care executive answering the call and providing information.
Experience: - It took quiet a while for me to get to the customer care service as I was getting the network busy message. Once I got through I was put on hold as all the executives were busy attending to other customers. As I am on roaming, I am charged for all this waiting. After a customer care executive answered the call, it took no time to get the information. But over all due to the waiting, I was not completely satisfied with the experience.
SERVQUAL
Reliability: 6+5+5+4+4 = 24
Responsiveness: 1+6+1 = 8
Assurance: 7+6+7+7 = 27
Empathy 6+1+3+4 = 14
Tangibles: 6+4+4+4+6 = 24
Dhobi
The Dhobi in the GH3 hostel uses washing machines to wash clothes and I interact with him every week. The last time I used this service was on 24th September. I am charged Rs 50 per load and Rs 3 per piece of cloth ironed.
Expected: - Delivery of the cloths on time preferably the next day itself. The cloths should also be properly washed and ironed. Also the price should be economical as he is providing the service to students.
Experience: - Most of the times, cloths are washed after two days of giving them. they are also not properly washed. In spite of repeated complains, the cloths are not properly washed. The dhobi also though most of the times speaks properly and in a friendly manner, on days when he has huge load of cloths to wash, requests to get the cloths washed earlier are responded in not so friendly manner. The washing machine he uses breaks down regularly, thus delaying the whole process. The price is also high (compared to dhobis is hostels in campuses of other educational institutes)
SERVQUAL
Reliability: - 3+3+3+3+3 = 15
Responsiveness: - 3+3+3 = 9
Assurance: - 5+2+5+6 = 18
Empathy: - 1+1+2+2 = 6
Tangibles: - 6+3+3+2+6 = 20
Auto Rickshaw
I take the service of the Auto rickshaw when ever I need to go out of the campus. There are times when I need to go to the railway station at odd times, I call up a person who owns the autos and ask him to provide the service at the required time. I used this service on the 22nd September to go to Bistupur. I was charged Rs 30 for the service.
Expected: - A fast and convenient mode of transport at economical rates. Also the service should be provided all the time so that incase of emergencies, I am not stranded. Also the drivers should know the routes to all the places.
Experience:- Most of the times, the drivers are willing to take us to the destination but there are times when they refuse to do so as they are busy playing cards or they do not want to go to that area. Also the rates they charge are not economical. They have formed a union and they discourage drivers from other areas who come to drop people in XLRI to take passengers. They know the routes to all the places in
SERVQUAL
Reliability: - 4+6+6+6+1 = 23
Responsiveness: - 2+3+1 = 6
Assurance: - 4+6+5+6 = 21
Empathy: - 2+2+3+4= 11
Tangibles: - 1+4+4+4+7 = 20
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Entries By Yashaswi(b06122)
Babuaaji Tea Stall ( in CH Area)
This is the shop where the best tea of
Expected: - Prompt service, by offering seats and serving hot tea and samosas.
Experience: - The charming crew of Babuajee always ensures that the customer feels at ease. Even when there is sometime for the tea to get ready, they would come and enquire about how the day has been so far. The tea is always hot. Surprisingly, the tea’s flavor is always the same – not the slightest of variation! Babuajee knows how to delight the customerJ
SERVIQUAL ANALYSIS POST ENCOUNTER
| | PERCEPTIONS (Rating) | EXPECTATIONS (Rating) | REASONS |
| RELIABILITY | 1. 6 2.7 3.7 4.6 5.7 | 1. 5 2.5 3.6 4.4 5.6 | The expectations were modest, since I don’t expect a tea stall to be professionally managed – but it was so! |
| RESPONSIVENESS | 1.7 2.6 3.7 4.6 5.7 | 1.5 2.5 3.4 4.5 5.6 | This is the USP of Babuajee – they are always willing to help the customer in every possible way |
| ASSURANCE | 1.7 2.7 3.6 4.6 5.6 | 1.5 2.5 3.5 4.5 5.4 | They would inform every customer if they are not opening the shop the next day. |
| EMPATHY | 1.6 2.6 3.7 4.6 5.7 | 1.4 2.5 3.4 4.4 5.5 | They always provide individualized attention, even to the new customers. They have a very caring attitude. |
| TANGIBLES | 1.6 2.5 3.5 4.6 5.7 | 1.5 2.4 3.5 4.4 5.5 | It is located at a scenic place, hence the ambience is good, though it doesn’t have proper seating facilities. |
Gym Trainer
I am a regular at the gym. And any gym is only as good as the trainer.
Expected: - Though the gym is small here in XLRI, I expected the instructor to manage it professionally. I expected him to know all the basic workouts and the functioning of the equipments.
Experience: - He is a very qualified trainer. Having coached Ranji level cricketers, he knows all the basic workouts. He stays in the gym from 4.30 to 8.30 in the evening. The only problem is that the gym remains open till 9.30, but he switches off the music when he leaves. For those who have a late evening class, this might be a hindrance.
SERVIQUAL ANALYSIS POST ENCOUNTER
| | PERCEPTIONS (Rating) | EXPECTATIONS (Rating) | REASONS |
| RELIABILITY | 1. 5 2.6 3.7 4.5 5.7 | 1.4 2.5 3.6 4.4 5.6 | He comes on time everyday. Makes sure that everyone gets to run on the coveted treadmill! |
| RESPONSIVENESS | 1.5 2.6 3.7 4.5 5.4 | 1.5 2.5 3.5 4.5 5.5 | He is generally responsive. Only when it gets overcrowded that he tends to ignore some students. |
| ASSURANCE | 1.6 2.6 3.6 4.5 5.5 | 1.5 2.5 3.5 4.5 5.4 | He is always very courteous. |
| EMPATHY | 1.7 2.5 3.5 4.6 5.7 | 1.4 2.5 3.4 4.6 5.5 | He provides customized attention to the new students. |
| TANGIBLES | 1.4 2.5 3.5 4.6 5.4 | 1.5 2.4 3.4 4.4 5.5 | The equipments are getting old and need replacement |
Chappan Bhog Sweet Shop
It is located at bistupur and is one of the most visited shops on
Expected: - I expected good sweets and prompt delivery
Experience: - The sweets were definitely good but the service wasn’t so!.
SERVIQUAL ANALYSIS POST ENCOUNTER
| | PERCEPTIONS (Rating) | EXPECTATIONS (Rating) | REASONS |
| RELIABILITY | 1. 4 2.6 3.4 4.5 5.4 | 1.4 2.5 3.7 4.4 5.6 | The variety of sweets keeps changing. |
| RESPONSIVENESS | 1.5 2.4 3.1 4.3 5.2 | 1.5 2.5 3.5 4.5 5.5 | He is generally non receptive and needs repetitive requests before catering to me. |
| ASSURANCE | 1.1 2.2 3.3 4.2 5.1 | 1.5 2.6 3.5 4.5 5.4 | He is not quite courteous and never has ‘change’ money for the customers! |
| EMPATHY | 1.1 2.2 3.3 4.2 5.4 | 1.4 2.5 3.5 4.6 5.5 | Since there is a heavy rush, he never has the time for the customers’ querries |
| TANGIBLES | 1.7 2.5 3.6 4.6 5.5 | 1.5 2.7 3.4 4.6 5.5 | His infrastructure is good and the hygiene is proper. |
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Entries By Sonali Ahuja (b06113)
Service Diary – Week 1
The services encountered are listed below table-wise. The Perceptions column gives the rating of the service experience on the various SERVIQUAL parameters, post-encounter. The Expectations column gives ratings for level of service expected from excellent companies in that sector, on the same parameters.
For measuring expectations, the Matching Expectations format has been used.
The reasons substantiate the ratings based factual information, feelings, prior expectations and whether or not they were met.
Encounter 1 – Café Coffee Day, Bistupur Date
| Café Coffee Day, Bistupur | PERCEPTIONS (Rating) CCD | EXPECTATIONS (Rating) Barista, Pune | REASONS |
| RELIABILITY | 1) 4 | 1)6 | Although CCD doesn’t promise to deliver the order within a given time, it takes an average of 10 min. to deliver a cup of coffee as compared to Barista which does the same in less than 5 min, given the similar level of occupancy at a given time. |
| 2)2 | 2)7 | I like my coffee piping hot. The coffee served to me at CCD was lukewarm by my standards and I asked for it to be heated further. My request was not entertained. At a similar encounter in Barista, my coffee was reheated and brought back in 5 min. piping hot and with a smile. | |
| 3)6 | 3)6 | The staff at both the joints is well trained and follow the standards set for them. The ratings differ on other parameters probably because their service standards themselves are different. | |
| 4)6 | 4)6 | I interpret this question as operational hours, and both outlets are functional at the hours they claim to be. | |
| 5)5 | 5)5 | Incase of a huge crowd and large waiting time, both outlets informed me of how long it would take before I would be seated. | |
| Total Reliability Score | 23 | 30 | Difference = 7 |
| RESPONSIVENESS | 1)4 | 1)6 | At CCD, it takes an average of 10 min. to get a cup of coffee as compared to Barista which does the same in less than 5 min, given the similar level of occupancy at a given time. |
| 2)3 | 2)6 | The music was playing very loudly the last time I was at CCD and I asked for it to be lowered, it was only marginally lowered, making no significant difference. The volume at Barista is always at a pleasant level | |
| 3)4 | 3)5 | When the crowd is huge, there is a perceptible difference in attendance as against when the outlet is relatively empty. The difference however is slightly more stark incase of CCD | |
| Total Responsiveness Score | 11 | 17 | Difference = 8 |
| ASSURANCE | 1)6 | 1)6 | I can be sure that the cooks and waiters ensure that the food served will be fresh and hygienic in both outlets. So I feel I can confidently order anything off the menu, without thinking twice. |
| 2)6 | 3)6 | Not only do I feel safe in terms of the quality of food served, but also in terms of the fact that I wont be cheated in any transaction (although I do check the bill amount each time) | |
| 3)3 | 3)6 | The waiters at Barista always seem more cheerful and willing to cater to your requests, as quoted in examples above. | |
| 4)5 | 4)5 | Staff at both joints are well trained about the product offerings and in a position to answer questions posed, such as information about other outlets, merchandise etc. | |
| Total Assurance Score | 20 | 23 | Difference=3 |
| EMPATHY | 1)4 | 1)6 | The waiter at CCD just asks what he is asked to do and nothing beyond that. At Barista on the other hand, the waiter comes by to ask if you need anything else and if the order is fine. |
| 2)4 | 2)6 | The waiter at CCD just asks what he is asked to do and nothing beyond that. At Barista on the other hand, the waiter comes by to ask if you need anything else and if the order is fine. | |
| 3)4 | 3)6 | Barista seems to be more customer-oriented and thus seems to take care of the customers’ interests more than their own. This is substantiated by examples stated above. | |
| 4)5 | 4)5 | The staff at both outlets seems to be well trained to understand customer demands and queries. Although both the outlets handle them differently, there is no difference in their understanding of the needs. | |
| Total Empathy Score | 17 | 23 | Difference = 6 |
| TANGIBLES | 1)5 | 1)5 | There is not much difference in terms of the equipment used at both outlets. Both use fairly modern and contemporary equipment. |
| 2)5 | 2)6 | Although both outlets have a good ambience, Barista appears more cozy and comfortable than CCD, because of its furniture and layout. | |
| 3)6 | 3)6 | The staff at both outlets appears neat and well-kempt. The uniforms are clean and they follow the prescribed dress-code. | |
| 4)6 | 4)5 | The in-house magazine at CCD is more entertaining than the one at Barista, both in terms of content and appearance. | |
| 5)6 | 5)6 | Although I don’t know the exact business hours of either outlet, they have always been open whenever I have visited. | |
| Total Tangibles Score | 28 | 28 | Difference = 0 |
Encounter 2: Charisma Beauty Salon, Bistupur Date:
| Charisma Beauty Salon, Bistupur | PERCEPTIONS (Rating) Charisma | EXPECTATIONS (Rating) Gazelle, Pune | REASONS |
| RELIABILITY | 1)4 | 1)6 | The time frames followed at Gazelle are more strict, and hence are always as promised. |
| 2)4 | 2)7 | Since the employees at Gazelle are more trained and informed, they are more capable of handling the requests, and hence show interest in solving your problem | |
| 3)3 | 3)7 | The staff at Gazelle is professionally trained and has a reputation to maintain. They are compelled to perform everything right at the very first time. The staff at Charisma is not as well trained. | |
| 4)4 | 4)7 | Since the visits to Gazelle are strictly appointment based and are scheduled appropriately, there is no faltering form the given time. This is not the case with Charisma | |
| 5)5 | 5)7 | At Gazelle, the customers are always informed about the timing, since they have to schedule appointments beforehand. At Charisma, you may land up there and be told that you have to wait. | |
| Total Reliability Score | 20 | 34 | Difference = 14 |
| RESPONSIVENESS | 1)5 | 1)6 | The service in terms of time required to do a particular job of acceptable quality is slightly better at Gazelle. |
| 2)4 | 2)6 | Since the competition in Pune is higher, and Gazelle is a salon of great repute, employees go out of the way to help you in answering queries or suggesting products etc. | |
| 3)4 | 3)5 | Since you have a dedicated employee giving you personal attention during your visit at Gazelle, she is not busy doing anything else. At Charisma, on the other hand, the employee catering to you can be doing other things simultaneously. | |
| Total Responsiveness Score | 13 | 17 | Difference = 4 |
| ASSURANCE | 1)4 | 1)7 | Since the staff at the Gazelle is professionally trained, you tend to trust them more and thus have more confidence in them. Also from experience, I’ve never had a bad experience at Gazelle, which is not the case with Charisma. |
| 2)3 | 3)6 | I trust Gazelle to use the best products and equipment, to know the latest trends and to know what’s best for my skin and hair type. Hence I definitely feel more secure in my transactions with Gazelle employees | |
| 3)5 | 3)6 | The employees at both salons appear pleasant and cheerful, although the ones at Gazelle are more communicative. | |
| 4)3 | 4)6 | Employees at Gazelle are professionals in their particular area and hence have the best knowledge to answer questions. This is not true of Charisma. | |
| Total Assurance Score | 15 | 25 | Difference=10 |
| EMPATHY | 1)2 | 1)6 | Gazelle calls to inform if appointments are rescheduled, or if there are new offerings. It also calls to wish its customers on their birthdays and gives them free product samples occasionally. No such facilities available at Charisma. |
| 2)4 | 2)6 | Since visits at Gazelle are appointment based, your time at the salon with your beautician is all yours and there is no interruption. The beauticians at Charisma are distracted with other customers too. | |
| 3)4 | 3)6 | Gazelle is more customer-oriented and thus seem to value customer interests more than Charisma. | |
| 4)3 | 4)6 | The employees at Gazelle are professionally trained and since you invariably schedule appointments with the same beautician, she definitely understands your specific needs better. | |
| Total Empathy Score | 13 | 24 | Difference = 9 |
| TANGIBLES | 1)3 | 1)7 | Gazelle has the latest and most modern equipment. The equipment at Charisma is quite basic and outdated. |
| 2)3 | 2)6 | The salon size, furniture, layout, ambience etc. at Gazelle are far superior than that of Charisma. | |
| 3)6 | 3)6 | The employees at Gazelle follow strict hygiene and discipline standards. Their uniforms and make up are immaculate. This is not true of Charisma. | |
| 4)6 | 4)5 | Gazelle has its in-house magazines and flyers, besides the product promotional posters. Charisma has gaudy bollywood actress posters. | |
| 5)4 | 5)6 | Charisma salon shuts at | |
| Total Tangibles Score | 22 | 30 | Difference = 8 |
Encounter 3: Dinner at the GH3 hostel Mess Date:
| Hostel Mess | PERCEPTIONS (Rating) XLRI Mess | EXPECTATIONS (Rating) AWWA Hostel Mess, Pune | REASONS |
| RELIABILITY | 1)4 | 1)6 | The waiting time (in the line) to get food is higher in the XLRI mess as compared to the AWWA mess. |
| 2)4 | 2)7 | At the XL mess, you cant do much if the food is bad during lunch and dinner hours, but if you don’t like the breakfast or evening snacks, you can ask for bread and butter instead. At the AWWA mess, you can choose between at least two different food choices at any given meal hour. | |
| 3)3 | 3)6 | Being an army mess, the staff at the AWWA mess are very well trained and hence perform well from the very beginning. At the XL mess on the other hand, the learning curve effect seems to hold good, they get better over time. | |
| 4)5 | 4)6 | Although there isn’t much delay at either of the two messes, the delay at the XL mess is slightly more than the AWWA mess. | |
| 5)6 | 5)6 | The mess timings are communicated beforehand, so the information is communicated well at both places. | |
| Total Reliability Score | 22 | 31 | Difference = 9 |
| RESPONSIVENESS | 1)6 | 1)6 | The mess timings are followed at both places, that is they both start serving food at the right time. Both messes follow a buffet system, so there isn’t much dependence on human-provided service. |
| 2)6 | 2)6 | Employees at both messes are willing to help in terms of extra requests like providing cutlery, additional spices, keeping your stuff in the refrigerator etc. | |
| 3)5 | 3)6 | The employees at the AWWA mess seem more responsive than the ones at the XL mess. | |
| Total Responsiveness Score | 17 | 18 | Difference = 1 |
| ASSURANCE | 1)4 | 1)6 | The employees in the AWWA mess seem more trained and disciplined and hence instill more confidence |
| 2)4 | 3)6 | The quality of food, in terms of the spice and oil content etc. is much better at the AWWA mess. | |
| 3)6 | 3)6 | The employees in both messes are courteous and helpful. | |
| 4)4 | 4)6 | Employees at the AWWA mess are better trained and qualified. | |
| Total Assurance Score | 18 | 24 | Difference=6 |
| EMPATHY | 1)4 | 1)6 | The AWWA mess as a whole is more organized and takes students suggestions into account. |
| 2)4 | 2)6 | The student:mess employee ratio being much lower in the AWWA mess, the attention is more personalized there. | |
| 3)5 | 3)5 | Both messes seem to have the students’ best interests at heart. | |
| 4)4 | 4)5 | The employees at the AWWA mess seem to be better trained to understand specific needs, like making eggless desserts or food with less oil. | |
| Total Empathy Score | 17 | 22 | Difference = 5 |
| TANGIBLES | 1)3 | 1)6 | The equipment at the AWWA mess is much better and more contemporary than that of the XL mess. |
| 2)3 | 2)6 | The ambience, furniture and layout are much better at the AWWA mess than at the XL mess. | |
| 3)4 | 3)6 | The employees at the AWWA mess are strictly in uniform always and very well kempt, as compared to the XL mess | |
| 4)4 | 4)4 | The week-wise menu details and occasional special-meal posters at both messes are of similar quality. | |
| 5)6 | 5)5 | The XL mess timing are slightly more flexible and they sever food for longer as compared to the AWWA mess. | |
| Total Tangibles Score | 20 | 27 | Difference = 7 |
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