c
 


  

c
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Guided by
Dr.Ashish Pareek
submitted by:
Akanksha Rustagi
c RVQUAL
(Given by: Parsuraman, Zeithmal And Berry)
Measures the gap in service quality between the
CUc
M R P C
D c RVIC &

P RCI V D( P RI C D) c RVIC

he five dimensions covered under c RVQUAL are:

DReliability
DAssurance
D
angibility
D mpathy
DResponsiveness
denoted by the acronym ´RA
Rµ
gap= expected service score ² perceived service score

he score is determined by using a 22 question set wherein the questions are
included on following basis:

ctatements 1-4
angibles

ctatements 5-9 Reliability
ctatements 10-13 Responsiveness
ctatements 14-17 Assurance
ctatements 18-22 mpathy

For these statements a scale of 7 is used i.e.

ctrongly disagree 1-2-3-4-5-6-7 strongly agree

ABU

 AccIGM 
:

ctudy conducted at RAcI R c
AURA
,AJM R

(India Motor Circle)
Manager·s name Mr.Mohan cingh
calient features Maglev (based on theme of Delhi metro)
Kidz Zone
Fine Dining
Koffee n Fun
Rotating
able
Food Court
Rajasthani Rasoi
Banquet all

he ambience is pleasing, the interiors are good, soft instrumental music
always keeps on playing (this makes the environment light )

 P C
A
Ic Ac A CUc
M R
D
he environment should be pleasing;
D
he place should be neat & clean;
Dcitting arrangements should be well organized & comfortable;
D
he staff should be courteous and cooperative;
DIt should understand what exactly the customer wants;
Dchould be able to help out the customer when some query arises;
D
hey should be well dressed;
D
he utensils and the cutlery used should be clean;
D
he service should be fast;
D
he food served should not only be tasty but should also appeal to eyes;
DWhenever a customer demands some thing in middle of the course the thing
should be made available without any delay.

 P RC IV D/ P RI C D c RVIC :
1.
he place was nice and clean;
2.
he interiors were good and soothing;
3.
he dining space has been segregated into different sections which can be
selected by the customers on basis of the num of members in the group or on
basis of their mood and at times on the space available;
4.
he staff was well dressed and their dresses had the emblem of ´RAcIµ
5.
he lighting was dim and soft instrumental music was being played
6.
he staff was good and greeted people well
7.
he service is fast and nice;
8.
he staff is courteous and helps customers with their queries
9.
he food served is tasteful and the presentation catches the eyes too;
10.Many of the utensils are engraved with the ´RAcIµ emblem
11.
he staff listens to the customers properly .

 V RALL Bc RVA
I:

he overall experience was good and the perceived services were upto the mark
of the expectations.
As such no gap in the service delivery could be observed.

he services at RAcI were good and in accordance to the c RVQUAL parameters

CCLUcI:
For a success in the service industry whether it be hotel or a hospital or some
educational organization the human factors should be dealt with proper CAR
i.e. their needs should be understood and catered well and so only some then
any institution can flourish well in its sector.
Comparitive analysis of two wesites
from service industry organizations:

1.AIRc
cc ACAD MY (AA)

www.airhostessacademy.com
2.Mc.DALDc FAc
FD JI

www.mcdonaldsindia.com
AA &Its website:
An institute which provides training for air hostess and flight stewards i.e. a
prominent part of ospitality Industry which is one of the major part of the service
industry.
Along with these it also provides training for BP·s & Call Centres, otel
Management And Personality Development.
DAs it is an educational institution , the design of the website is also formal
D
he back ground is red in color;
D
here are pictures of students during the classroom & training and profiles of
students who have successfully been placed from the institute.
D
he website provides a lot of information about the institution ranging from
courses to enrollment procedures from awards &accolades to recent updates both
at AA & hospitality sector
Mc.DALDc IDIA
Fast food joint

he website is both formal and informal in terms that it provides information about the
organization,its establishment in india,career with the firm and towards the informal
side it gives all the information about the products available .
Along with these, all recent additions made to mc. Donalds menu are also available.
As Mc. Donalds is a family n fun joint , it also has a special section dedicated to kids,
where toys & fun meal have been endorsed.

he background of the site is black in color and has the picture of ´APPY M ALµ, the
UcP of Mc. Donalds.
It also covers the places where Mc Donalds is present in india

cuggestions:

he website needs to b updated with time in terms of showing where it is
present in india
CMPARA
IV AALYcIc

aha mc. donalds

Formal in appearance Formal + informal
Updated regularily eeds to be updated
Provides maximum lacks in giving some
information about the informations
institution
come contact links were not
he link which shows firm·s
proper presence in india was
outdated