TANGIBLES

• Physical representation of the company

• Customer sees it even before consuming the product Factor/Ratings Average Average Actual
• Some aspects of tangibles can be the facilities, equipment, Expected rating Rating
technology, employees, communication materials etc. Ambience of the 3.5 3.69
shop
Malabar Café’s tangibles were
Professional servers 3.23 3.54
1. Tea making equipment with good service
2. Trained employees Appearance of the 3.31 3.63
shop was
3. The south Indian appearance of the shop using complimenting the
posters service provided

4. Sound System
The service level of Malabar Café was more than what
customers expected and this increased the service experience
of the employees