SERVQUAL MODEL

FSM
CIA-3 COMPONENT-2
Aditya Alse- 1927902

Delin David-1927909

Hunny Nagpal-1927910

S. Sanjana-1928143

Tanisha Agarwal-1928208

Yadavalli Vishwanath Sai-1928205

 SERVICE BLUEPRINT FOR ONLINE FURNITURE RENTALS
FAILURE POINT

Physical
evidence App and Email Customer
Website confirmation receives the
from Furlenco furniture

Customer User Customer pays User

Actions User opens
chooses a security Customer receives the
furniture deposit and returns the online
website/app
( Adds to signs the furniture receipt
cart) agreement
[Line of interaction]
Front-end Return
Employee Furlenco security
App/Site asks
Action sends
user to sign-in
deposit after
available deductions
[Line of Visibility] furniture list
Back-end Furlenco Packs furniture
Employee Recommend and sends it for
sends user bill Refresh
similar delivery
Action products
and refresh list
inventory list

Support Orders new

Maintain delivery
Process Updates schedule and sends Furniture
user design
confirmation mail maintenanc
database (If stocks go
to customer e
below limit)
INTRODUCTION

Malabar Café is a café that serves authentic Kerala chai to the people of Bangalore.
Malabar café is a café famous for its authentic Kerala chai to the people of Bangalore. Its Core service
is Tea and Snacks
Competitive Advantage
Fast tea serving capabilities
Variety of snacks
Attraction Points
Snacks on display
Ambience
Malabar café is famous for not just its products but also its quality of service. Hence we use the RATER
scale to understand and find out the variables/factors responsible for the success of Malabar café
TANGIBLES

 Physical representation of the company

 Customer sees it even before consuming the product Factor/Ratings Average Average Actual
Expected rating Rating
 Some aspects of tangibles can be the facilities, equipment, Ambience of the 3.5 3.69
technology, employees, communication materials etc. shop

Malabar Café’s tangibles were Professional servers 3.23 3.54

with good service
1. Tea making equipment
Appearance of the 3.31 3.63
2. Trained employees shop was
complimenting the
service provided
3. The south Indian appearance of the shop using posters

4. Sound System

The service level of Malabar Café was more than what customers
expected and this increased the service experience of the employees
RELIABILITY

 Quality of being trustworthy and performing well consistently.

 Degree of dependence on a measurement or a calculation to be accurate.

Malabar Café:

1. Hygiene and On Time service

2. Waiting Time

3. First Impression (Importance of first impression)

ASSURANCE
Assurance is knowledge and courtesy of employees and their ability to inspire trust and confidence in the
consumers.

Stores Person Feedback

 90% of the customers are college going students
 Regular customers who know come with a predetermined order in their mind
 They know the usual order of regular customers, hence customizing their services
 Well trained employees

Customer feedback
Ratings Average Expectations rate Average Reality rate
Safety 3.31 2.85
Service consistency 3.15 3.31
Knowledge of service provider 3.46 3.77
 RESPONSIVESS

Willingness to help customers and provide prompt service.

Plays a huge role on how customers view the whole experience of a service.

Responsiveness at Malabar café were rated on the following –

1. How hygienic was the food and beverages?

2. How clean the seating arrangements were?

3. How much waiting time and how it is dealt with?

4. How fast was the billing process?

The responsiveness of Malabar café was a bit more than what the customers expected.
EMPATHY

Empathy in a service quality model refers to the caring and individualized attention that is provided
by a firm to its customers.
It is a very significant factor as the customer can assess the quality of the service by the empathy with
which service is delivered

The empathy in Malabar café were rated on the following

1. The individual feedback collected from the customers
2. The servers giving individual and fair attention to the customers
3. The interest of the customers is handled well
4. The manner of responding to criticism from customers
THANK YOU