Service Quality Dimensions

ADB MBA-10 Jay Leonido Erin Lumanta-Sea Madelyn Paclibar Donnabelle Pineda

Outline
Introduction

BananaLeaf Profile Discussion -10 Dimensions of Service Quality Summary

Introduction
Established in August 2001 Specializes in Southeast Asian cuisine Currently has 8 branches in Metro Manila Offers catering services Received the Philippines Best Restaurants award 7 times Mystery Shopping Experience: Excellent Good

Average

Tangibles
Queries
. What are the restaurants facilities? How clean is the place?

Observation
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 as plates are on the counter near cashier area Used glasses are also in the counter area Restroom is quite dirty

Remarks
Retain existing

Reupholster chairs Banana leaves and used glasses should be placed in separate areas Repair defective bowl in restroom

Tangibles (cont.)
Queries
What is the ambiance?

Observation
Cozy; use of dim light Spacious in layout but limited in terms of seating area Neat looking employees Women wear hairnet Menu booklet is heavy and a bit old looking Pictures are available on the menu for easy reference Variety of menu available

Remarks
Place only the extra chairs as necessary Retain existing Print menu on a lighter material Insert a symbol in the menu to indicate best seller

Are the employees well groomed? Are the materials associated with service visually appealing?

Reliability
Queries
Reservation How long did it take to answer the phone? How long did it take to complete the reservation? At the Restaurant How quick are they able to attend to you?

Observation
4 rings before somebody answered Less than 3 minutes

Remarks
Update website on phone number Could offer copy of menu for advance order

No person in the receiving area; Assign a person on Took 6 seconds before the receiving area somebody approached us Quickly ushered to the table once reservation was found Menu was immediately provided once seated ; dining ware followed 3mins after

Reliability (cont.)
Queries
How quickly were the meals served?

Observation
Orders were not repeated Did not give an estimated time Meals were served within 10mins after placement of order but steamed rice was not yet included

Remarks
Waiter to repeat order and give an estimate time Better to serve all food at once, if not, Waiter can give assurance that other meals will follow

Quality of food

Food was served hot except for the Freshly cook meals squid; it was good Pictures in the menu looks the same with actual food when served

Responsiveness
Queries
How quick they are: in taking orders? In taking additional orders or additional 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 your cup? ROLE PLAY: Spill some water and observe how quick will they react.

Observation
Quick response in taking orders and additional requests. Took 8 10 minutes before the food was served. Took 1 minute to get the bill Took 1 minute to get the change. No offer to scoop the soup into cup. Prompt in cleaning the mess.

Remarks
Should offer value added service like offering the customer to get a food.

Assurance: Credibility
Queries
Check the correctness of the charges made on the bill. Check for exact change up to the last centavo.

Observation
Incorrect billing

Remarks
Double check the billing based on the purchase orders.

Gave exact change.

Assurance: Security
Queries

Observation

Remarks
Obtain a certification (ISO). Secure a fire extinguisher within the dining premises also.

Look for sanitation With sanitation permit and permit and other kinds of business permit permit business, etc Is there a fire extinguisher With fire extinguisher inside device inside the the kitchen. premises?

Assurance: Competence
Queries
The security guard should not take the role of a receptionist

Observation
No receptionist or security guard. Any staff can accommodate guests

Remarks
Staff are flexible although there should be a designated person who will attend to guests

Upon arrival at the restaurant, check if they are prepared for customers, including those with reservations
Observe waiters how they work swiftness on their actions, not clumsy

It took around 5 seconds for them to check our reservation

Maintain fast accommodation to guests

Some waiters are swift, some are not. A waitress spilled some water on the floor when refilling our glass of water.

More training should be conducted

Assurance: Competence (cont.)

Queries
ROLE PLAY: Ask for the details of food served from a nearby table.

Observation

Remarks

The waiter is very familiar Maintain familiarity with their menu. He with menu even passed when I tested him if he could show me where is it in the menu.

Assurance: Courtesy
Queries
During reservation, observe their tone. How do they converse? Upon arrival, do they greet the customers cheerfully and with respect? Observe how they lead the customers to the table.

Observation
The person on the other line is polite

Remarks
Maintain phone etiquette

No welcome greetings for guests. The staff who attended to us doesnt seem to have an approachable aura. Not even one smile. The staff instructed us to follow leading to the reserved table and gave us the menu list.

Staff should help start the nice dine experience with a warm greeting to customers and maintain friendly atmosphere Staff should at least spend a few seconds to ask the guests if they wanted to take orders already before they leave the table

Empathy: Access
Queries
Do they have a dedicated number for reservations? Are there enough people to serve you for your needs?

Observation
It was easy to contact their number. Not plenty of staff available to serve during lunch time.

Remarks
Maintain open phone line Designate staff tasked to observe operations to attend to customer needs immediately

Is their counter positioned where the customers can easily see in case they need something?

Counter located at the Fix layout problem middle of the establishment. However, our table is a bit enclosed with a wall blocking the view of the counter

Empathy: Communications
Queries
Are they easy to converse with?

Observation
The manner by which the order taker explained certain menu wasnt pleasing. Unfriendly tone of voice. Knowledgeable about the products but doesnt give useful suggestions / recommendations Orders were recorded but were not voluntarily repeated for customer to check if orders were completely taken

Remarks
Staffs should be trained in proper order taking (i.e. to be polite, fast, and accurate) so that customers do not waste time.

Is he listening and paying attention during the order taking?

Empathy: Understanding the Customer

Queries
Are they approaching the table to ask for further needs or orders even if theyre not called? Does staff ask if customer is satisfied or if food is great? Are feedback slips freely available?

Observation
Staff approaches the table only when called

Remarks
Staffs should be trained when and how to check customer satisfaction and the importance of getting feedback.

Staff didnt bother to ask if customers enjoyed the food Feedback slips were neither found on the table nor were given to customers

Summary
High Expectation Actual Experience
Improvements

Facility Repair/ Renovation

Employee Trainings

Thank You