The document provides a report on how to increase footfall in a college cafeteria. It conducted a survey of students to understand their expectations and perceptions of cafeteria service quality. The findings showed that food quality, price, service quality, variety, and physical outlook were key factors. Recommendations included providing timely service, improving hygiene, updating menus with new items, training staff, and creating signature dishes. The conclusion was that the cafeteria needs to improve across all dimensions to better meet student expectations and increase satisfaction.

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Report
on
How to increase the footfall in college cafeteria
Submitted to
Prof. Archana Shrivastava
Birla Institute of Management Technology
Greater Noida, U.P
By
Sumit Rekhi
Surinder Singh
Tushar Mittal
Udit Jain
Utkarsh Singh
Vishesh Raja
Nakul Tyagi
Ankit Kumar Singh
Birla Institute of Management Technology

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TABLE OF CONTENT
I. INTRODUCTION................................................................................................................2
II. LITERATURE REVIEW.........................................................................................................3
III. METHODOLOGY ...............................................................................................................4
IV. FINDINGS.........................................................................................................................5
V. RECOMMENDATIONS .......................................................................................................5
VI. CONCLUSION....................................................................................................................7
VII. LIMITATIONS ...................................................................................................................7
VIII. APPENDIX ........................................................................................................................8
SPSS OUTPUT .........................................................................................................8
QUESTIONAIRE.....................................................................................................11
IX. REFERENCES................................................................................................................... 12

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INTRODUCTION
As we choose the issue of how to increase the footfall at the cafeteria. What we eat intimately
effects our environment as well as our personal health, and provides a unique opportunity to
connect with our community, other institutions and our local ecosystems. As we quickly
discovered all of the complexities within the food industry as well as the complexities behind
personal dietary choices, we chose to administer a survey to determine whether there was
campus interest in revising the present structure of our food services.
What we discovered was a growing culture of food and environmental awareness among the
students, faculty, and staff. Our hope is that this initial interest can serve as a springboard from
which organic and local food education initiatives can begin to disseminate. We aim to help
students understand the complexities and benefits of simply being aware of what they eat.
We should view food options as an opportunity to improve student health and to invest in food
industry developments that help the planet beyond a scope that simply serves to lower our
carbon emissions. By purchasing and supporting options within the food industry that are more
environmentally sustainable, we believe that Westminster can serve as a leader both in
sustainable student lifestyles and happy, healthy living.

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LITERATURE REVIEW
Shahin, (2001) The information on service quality gaps can help managers analyse where
performance improvement can best be targeted. The largest negative gaps combined with
assessment of where expectations are highest, helps us to prioritise the performance
improvement. The main benefits of using this model, surveys should be conducted every year
are they allow yearly comparisons and can check how improvements have changed the
customers perception and expectations
Batra, &Ramapuram, (2005)In one research, a hypothesis was divided into 3 groups on the
basis of restaurant attributes such as atmosphere, convenience, service and food. A
comparative analysis of each of these attributes vis-a-vis overall customer perception was
done. A conclusion was drawn as to which attribute is more significant for maximising
satisfaction.
Edwards, J.S.A., &Meiselman, (2005)The most important cues are the manner of employees
and word of mouth. Even when determining the expected service quality, the manner of
employees and word of mouth dominated respondents' perceptions with other aspects, such as
price, playing a surprisingly small role
Andaleeb, & Conway, (2006)There are two ways of measuring satisfaction- service encounter
satisfaction (resulting from specific service encounter) and overall satisfaction (based on
multiple encounters). Factor analysis is done to measure customer satisfaction in restaurant
industry which shows that empathy and assurance does not determine service quality.
Dutta, &Parsa,H.G., (2007) The study found conclusive results on the reasons for service failure
in the restaurant business in the context of developed and developing economies. It also sheds
light on the behavioural aspects of customers' perception towards these failures and their
responses to the same. The paper also looked into the recovery strategy employed by the
restaurants and the customers' perception towards the recovery strategies
Munhurrun, &Prabha, (2012) The success of restaurant businesses relies on providing superior
service quality, value, and customer satisfaction. The customer's post-dining decision whether
to return or not to return to the restaurant is the moment of final truth for the restaurant
manager. It is important for restaurant operators to pay more attention to providing friendly
services that makes customers feel valued.

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METHODOLOGY
Research Objective
Identify service quality gap for BIMTECH cafeteria and suggest recommendation to increase its
fall out.
Problem Identification
The problem we are trying to analyze in this case is how to improve the cafeteria footfall.
Type of Research
Exploratory Research
This includes taking a survey among the students at BIMTECH. Data was collected with the help
of a questionnaire.
Data Collective techniques
Primary Data (Questionnaire)
Secondary Data (research papers)
Definition of Population
The sample of the research group will be the students of BIMTECH.Birla Institute of
Management Technology (BIMTECH) is a post graduate business school located in
Greater Noida, an education hub in the National Capital Region of India. It was established in
the year 1988. BIMTECH currently provides management education to over 700 students hailing
from different parts of the country and belonging to different educational backgrounds.
Sample Size
Since the research demands perception of student and faculty members we attempt to record
at least 50 students.

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FINDINGS
The results showed that five factors were extracted which were named cohesively. The six
factors identified were:
1. Food quality
2. Price
3. Service quality
4. Variety
5. Physical outlook
RECOMMENDATIONS
1. TIMELY SERVICE
The most important aspects of satisfaction among students would be serving quality
food and timely delivery of service. So, the management would need to ensure
availability of nutritious and healthy food and simultaneously focus on time
management. This would result in overall improvement in efficiency. The objective
should be to provide error free service without compromising students’ interests. They
should also keep in mind that quality is something that is best defined by customer.
2. HYGENE
First impression is the last impression and here lies the importance of physical
infrastructure available in the Cafeteria. It is immensely important for the management
to make sure that there exists a provision of an adequate sitting arrangement and a
hygienic working environment. Maintenance should be carried out on a regular basis
and utensils should be properly cleaned. Floors, tables and chairs should also be
cleaned.
3. CONSIDER YOUR OFFERING
Of course, it is no good increasing footfall if you are not entirely confident about the
products or services you are offering.You should therefore make sure that you are
entirely happy with the products or services on offer in your shop. If you are unsure,
consider making a visit to a competitor to see what they are offering. Some quick
research of this kind can significantly improve your sales rates.
4. Update the menu
Business might be dropping off because your regular customers are getting bored with
your menu. Don’t change everything. Keep the dishes that are popular or any that you
are well known for. Update your menu seasonally and add something new every so
often to keep it fresh and interesting.

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5. Signature dishes
If your cafe doesn’t have a signature dish, then create one. A signature dish is one that
your cafe is known for and one that customers come specifically to you to have.
Whether it is a main or a dessert or a decadent cake, talk to your chef about what they
can create that will really stand out and draw the customers attention.
6. Train staff
Always make sure your staff are adequately trained. New staff should undergo initial
training as to how your cafe operates but you should also provide ongoing training so
the skill level within your employees is also being updated. Don’t be afraid of spending
money on training courses for them. It will benefit your cafe and your business many
times over and your staff will appreciate it and are more likely to remain loyal to you.

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CONCLUSION
It was found that there exists a significant difference between students’ expectation and
perceived service quality of BIMTECH Cafeteria.
After conducting a gap analysis between expectation and perception, it can be concluded that
the overall perceived quality was low, as perception could not match the high expectations of
the students. Hence, it can be inferred that they do not experience overall satisfaction..
BIMTECH Cafeteria has to improve its service delivery on all the above mentioned dimensions,
in order to maximize student satisfaction, which is essential for their own success.
Gap analysis was conducted to find answers to two out of three research questions, which were
about perceived service quality and overall student satisfaction.
It is imperative for the management to concentrate on the above mentioned dimensions
equally and not just concentrate in one or two. This is important because focusing on just few
areas would not help in reducing the overall perceived service quality gap.
The management may argue that it is not practical for them to be the excellent Cafeteria and
be proficient in each dimension as matching student’s perception with their expectation is
something easier said than done, but then there should not be any significant difference
between the students’ expectation and perceived service quality.
LIMITATIONS
Research Design includes Exploratory and Descriptive research. For better evaluation on the
perception of student and faculty members on cafeteria, sample so collected from different
colleges would have derived more accurate analysis. To an extent response of similar previous
batches would have given more insight to the defined problem.
Convenient Sampling, a non probabilistic method was used. Hence, the results might not be
representative of all the customers of BIMTECH cafeteria.
It is difficult to accurately measure dimensions such as empathy, the ability of the management
to provide care and attention to individual needs. This is a challenge, as different types of
customers have different requirements.

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APPENDIX
Spss output

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Questionnaire
S.no. Questions
1 Price matters for your purchase?
2 Price of most of the items are appropriate?
3 Price of Freshly prepared meals are high?
4 Taste of food items is good?
5 Food items served are value for money?
6 Food quantity served at the given price is appropriate?
7 Food items are delivered on time?
8 Cafeteria Staff is Polite and Co-operative in nature?
9 Staff listen to your problem and rectify them?
10 Variety of food items on menu is appropriate?
11 Variety of food should be increased?
12 Items mentioned on menu is available at all time?
13 Colour scheme of wall and furniture is good?
14 Seating Capacity in cafeteria is appropriate?
15 Faciities of Wi-fi ,T.V and washroom are up to the mark?

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REFERENCES
Trent University Academic Planning Committee. Radical Recovery: An Academic Plan for Trent
University (2012-2015). Peterborough, ON: n.p., 2012. Print.
Trent University.Trent University Charter of Student Rights and Responsibilities. N.p.:
n.p., n.d.Http://www.trentu.ca/studentaffairs/scrr/overview.php. Web.
Sharma,Kumar.N. (2010). An application of servqual dimensions in private banks.
Leal&Vera,Lopes,Z.,Patrício, , Pereira,&Puga.P.( 2006).Applicability of servqual
in restaurants :an exploratory study in a portuguese resort.Portugal:Universidade Nova
Jayaraman&Chelliah,Munusamy, &Shankar(2010). Service quality delivery and its impact
on customer satisfaction in the banking sector in malaysia(vol 1)International Journal of
Innovation: Management and Technology
Bhupesh,Kumar,A.& Soni,Manish,&Umath, &Marwah (2010).Study of service quality of
indian hospitals using servqual model
Shahin (2001). SERVQUAL and model of service quality gaps: A framework for determining
and prioritizing critical factors in delivering quality services. Iran:University of Isfahan.
Prabha,&Ramseook-Munhurrun (2012).Servqual model to assess service quality and customer
satisfaction.Mauritius: University of Technology.
Dutta ,Kirti,&Venkatesh,Parsa,H.G., &Umashankar ( 2007).Service failure and recovery
strategies in the restaurant sector: An Indo-US comparative study. India:Hewlett Packard.