This document outlines a study conducted to identify service quality gaps for a college mess (cafeteria) using the SERVQUAL model. The study involved a literature review on service quality dimensions and models. Primary data was collected through a questionnaire from 100 students and analyzed using factor analysis and t-tests. Seven factors of service quality were identified. Results found a significant gap between student expectations and perceptions of service quality. Recommendations include improving reliability through on-time delivery of nutritious food, and improving employee assurance through training to better serve students.

1. 1
IDENTIFY SERVICE QUALITY GAP
FOR COLLEGE MESS
APPLICATION OF SERVQUAL MODEL

2. 2
TABLE OF CONTENTS
1. Problem Definition...........................................................................................3-5
1.1. Background to problem
1.2. Statement to problem
1.3 Literature Review
2. Research Objective...............................................................................................5
3. Approach to Problem………………….....…….……….………...…………..5-6
4. Research Design………………………………......………….……………........6
5. Data Analysis.......................................................................................................6
6. Results..............................................................................................................6-7.
7. Findings………………………………………………....……………………7-8
8. Limitations of the study………………………………….....…………………..8
9. Conclusion and Recommendation……………………………...…………….8-10
10. List of tables……………………………………………………..…………..10-13
10.1 Reliability Statistics
10.2 KMO and Bartlett’s test
10.3 Total Variance Explained
10.4 Rotated Component Matrix
10.5 Group Statistics
11. List of Exhibits...............................................................................................14-16
11.1. Questionnaire
12. References……………….………………………………………….....……16-17

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PROBLEM DEFINITION
Background of the Problem
Customer satisfaction has become the key element for many service industries. All service firms
are customer oriented. It is important for the survival and growth of the industry. It is the
company’s key performance indicator which relates to meeting the customer’s expectation
provided by products and services of the firm. This means the service based companies have to
provide excellent services to customers in order to have a competitive advantage. The
environment along with employees greatly influences customer’s perception and hence
companies with high customer base have high economic returns. So, there is a need for
companies to understand service quality to attain their objectives. In order to measure service
quality, there are two methods-SERVQUAL model and SERVPERF model. SERVQUAL model
have been developed by Parasuraman, Zeithaml and Berry, 1985. SERVQUAL method is based
on calculating the service quality gap between the perceived service quality and expected service
quality. SERVPERF model says that customers take into account their expectations while stating
their experiences and hence this model measures service quality based on customer’s perception.
The service quality is measured on 5 dimensions:
 Reliability: Ability to perform promised service accurately
 Assurance: knowledge and accuracy of employees and their ability to convey trust and
confidence
 Tangibles: appearance of physical facilities, equipment, personnel, communication
materials.
 Empathy: caring and attention the firm provides to individual customer
 Responsiveness: willingness to help customer and provide prompt service.
SERVQUAL is used in all service industries to assess the service quality gap according to
customer perception and expectation like in restaurants, banking sector, telecom providers, e-
commerce etc. The gap is analysed through gap analysis wherein the gap score is calculated
which is the difference between the expectation score and perception score.
Literature Review
SERVQUAL model originally included 10 dimensions of service quality – reliability,
responsiveness, competence, access, courtesy, communication, credibility, security,
understanding the customer and tangibles. These dimensions have been reduced to five namely

4. 4
reliability, responsiveness, empathy, assurances and tangibles (Manchester Metropolitan
University, 2012).
Individuals’ dining expectations have evolved over the years due to changing social
environment, better education, development of culinary culture, healthy dieting awareness and
cultural influences (Suzana markovic and Sanja raspor, 2010). Previous researches suggested
that food quality, physical environment and service are the major components of overall
restaurant service quality (Dulen 1999; Susskind & Chan 2000).
The disadvantage of using SERVQUAL method is that it only measures on the service delivery
process but not the technical aspects of service like product quality, price etc. There are two
methods of measuring the service quality: SERVQUAL and SERVPERF model. The latter is
applicable to all industries as proved by Taylor and Cronin with evidence whereas the former
model is applicable to certain industries only .SERVQUAL model measures the gap between the
expectations and perceptions of customers whereas the SERVPERF model measures only the
performance of services (Naveen kumar sharma)
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. (Syed Saad Andaleeb and Carolyn
Conway, 2006)
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 SERVQUAL, surveys should be conducted every year are they allow yearly
comparisons and can check how improvements have changed the customers perception and
expectations (Dr. Arash Shahin, 2001)
Many researchers conceptualize customer satisfaction as an individual’s feeling of pleasure or
disappointment resulting from comparing the perceived performance or outcome in relation to
the expectation (Oliver ,1981 ; Brandy and Robertson, 2001) Using SERVQUAL model it can
help in inculcating professionalism and implement modern techniques of Customer Relationship
Management (Bhupesh Umath , Amit Kumar Marwa and Manish Soni , 2013)
It is vital to identify the areas where greater efforts should be allocated. Areas poorly rated by
customers should be carefully looked at, it is important to identify which factors more strongly
affect customer’s satisfaction. It can be said that soft and hard skills of the employees, obtained
through their technical and relational education with a strong focus on service customization, are
key factors to success (Vera Patrício, Zulema Lopes Pereira, Rogério Puga Leal, 2006)
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

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vis-a-vis overall customer perception was done. A conclusion was drawn as to which attribute is
more significant for maximising satisfaction. (Dr. Adarsh Batra and T.E.Ramapuram, 2005)
A higher perception also indicates higher satisfaction as service quality and satisfaction are
positively related (Fen & Lian, 2005). This means that with higher perception scores depict
higher satisfaction on the part of customers and lower perception scores depict lower satisfaction.
The differences in service industries are based on the characteristics of service which include;
intangibility, heterogeneity, perishability and Inseparability (Chingang Ne Daniel, Lukong Paul
Berinyuy ,2010)
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 and cared for (Ramseook-Munhurrun ,Prabha, 2012)
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 (Edwards JSA, Meiselman, 2005)
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 (Kirti Dutta, H.G.Parsa, 2007)
RESEARCH OBJECTIVE
The study led to a better understanding of the influencing attributes on customer satisfaction.
Through the statistical analysis, a conclusion on the existence of a relationship between attributes
of a service provider and customer satisfaction was highlighted. Our main objective was
 Identify service quality gap for BIMTECH mess
APPROACH TO PROBLEM
In our study we used SERVQUAL model to assess the service quality gap for BIMTECH mess.
A literature review was undertaken to identify service quality dimensions in food industry. A
qualitative research was conducted with 5 students of BIMTECH focussing on the main issues of
interest i.e. to identify determinants of perceived service quality. Pilot survey with 50
respondents was performed. A quantitative research was done where factor analysis was done to
analyse dimensions of service quality. The research design is exploratory in which the data was
collected from BIMTECH students using pre-defined questionnaire in order to make our study

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very objective. While doing so we were able to answer our research questions using this
approach. We will answer the following questions in our study-
 What is the student’s perception of service quality in BIMTECH mess?
 Are the students satisfied with the service quality in BIMTECH mess?
 What can be the recommendations to reduce the service quality gap?
The hypotheses that we tested for in our study are:
Hypothesis 1a.There is no significant difference between the customer’s expectation and
perceived service quality for BIMTECH mess
Hypothesis 1b. There is a significant difference between the customer’s expectation and
perceived service quality for BIMTECH mess
RESEARCH DESIGN
We conducted exploratory research and collected information on five dimensions of service
quality – reliability, tangibility, responsiveness, assurance and empathy. We were a team of 6
members. Secondary data analysis was done through literature review of different research
papers on SERVQUAL model. Primary data was collected from BIMTECH with the sample size
of 100.
Designing of the questionnaire was done according to the SERVQUAL model. It included
measures on expectation and perception that were rated on a five-point Likert Scale. Each scale
item was anchored at the numeral 1 with the verbal statement “strongly disagree” and at the
numeral 5 with verbal statement “strongly agree”. The questionnaire was divided into three
sections: Demographics, Perception, and Expectation. Convenience sampling was done with a
pretesting of the questionnaire on a sample size of 50 students, to check the reliability and
validity of the questionnaire. Then we conducted main survey with the sample size of 100
respondents from BIMTECH.
DATA ANALYSIS
Data was analysed in SPSS and MS-Excel wherein Factor analysis was done using SPSS and T
test was done in MS Excel.
Factor analysis is a method to describe variability among observed variables. It helps in
identifying the factors that explains correlation among a set of variables.
T test helps in identifying the gap if exists between expected and perceived service quality by
comparing the groups mean. There are two types of T test- Paired sample T test and Independent
sample T test. Independent sample T test. Paired sample t test is done when we have same set of
respondents relating to two sets of observations whereas Independent sample T test relates to
different set of respondents.

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RESULTS
Factor Analysis
After data collection, factor analysis was performed in order to establish the underlying factors.
Cronbach‘s alpha coefficient was calculated as a measure to test the reliability of scale, which
came out to be 0.893.
Data Appropriateness
Using the correlation matrix the appropriateness of data for factor analysis was determined
which showed that the variables were not closely correlated. The Bartlett’s test of sphericity
showed that the correlation matrix is not an identity matrix which can be verified at the
significance level of 0.000. The sampling adequacy was checked with the Keiser-Meyer-Olkin
which showed a value of 0.614.
Factor Extraction
Using the principal component analysis method, the data on the 25 attributes was analysed. All
factors with Eigen values greater than 1 were retained as per Kaiser’s criterion. The same was
also confirmed using a Scree plot. The analysis showed that after 7 factors the line between the
seventh and eighth factor was almost straight. Therefore seven factors were produced as the most
meaningful solution. Then, we forced the model to extract 2 factors to test the validity of our
study. The loading plot showed that all perception attributes were getting loaded only on one
factor and all expectation attributes were getting loaded only on one factor.
Service quality factors
The seven factors which were extracted, were interpreted on the basis of the rotated component
matrix. Here Varimax orthogonal rotation was used where each variable was observed to be
loaded highly on one and only one factor. A factor was included based on the value of the factor
loadings. The higher the value of a factor loading between the variable andthe individual factors,
the higher is the probability that the factor represents this variable.
FINDINGS
From the results, we see that seven factors were extracted and were named cohesively. The seven
factors identified (accounting for 61.8% of total variance) are:
1. Process quality- Customers want employees to understand their needs, provide a good
catering experience
2. Quality of social interaction- Customers want mess to serve nutritious food and have
customer’s best interest at heart.
3. Assurance- Customers want employees to be knowledgeable, accurate, and polite with
them.
4. Tangibility- Tangibles which represent the appearance of a mess interior, infrastructure.
Visual images help customers form an impression about the service they are getting.
5. Efficiency – Customers want convenient operating hours and promising time to serve
food.

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6. Ambience- Customers consider ringing bell to be a good feedback mechanism and
expects hygienic and clean environment.
7. Reliability- Customers want mess to perform promising service accurately.
T test showed that there exists a significant service quality gap between customers expectation
and perception (p<0.05) in each dimension viz. tangibility, Responsiveness, Assurance, Empathy
and Reliability and hence our null hypotheses gets rejected.
Independent sample T test showed that the perceived service quality was different gender wise as
presented in Table 5. Females are satisfied in tangibles but males are dissatisfied in the same
dimensions. Similarly in “Responsiveness” males are dissatisfied but females are satisfied in this
dimension which shows that perceived service quality varies gender wise.
Paired sample T test showed that Assurance has the highest value in expectation with 4.11
followed by Reliability, Tangibility, Responsiveness and Empathy whereas Assurance has the
highest value in perception with 3.71 followed by Reliability, Tangibility, Responsiveness and
Empathy.
LIMITATIONS
SERVQUAL method does have credibility to measure service quality as it considers five
dimensions viz reliability, assurance, tangibility, empathy and responsiveness, but then it has it’s
own limitations as well.
Firstly, the findings or results could have been different if the survey was conducted for a
different mess in a different college with a different mix of students. Every mess is different
when it comes to infrastructure and location and also the students who are the respondents come
from different cultural backgrounds. The environment, where survey is conducted, does matter.
Also, Empathy is the ability of the management to provide care and attention to individual needs.
It is difficult to be accurate while measuring expectation and perception of service quality on the
basis of such dimensions.
CONCLUSION AND RECOMMENDATION
SERVQUAL method, a measure of service quality, was used to empirically find the perceived
service quality gap in BIMTECH Mess. This was measured on five dimensions viz, Reliability,
Assurance, Tangibility, Empathy and Responsiveness. It was found that there exists a significant
difference between student’s expectation and perceived service quality of BIMTECH Mess.
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, we can infer that they do not experience overall satisfaction. Also, no dimension
of SERVQUAL individually results in student satisfaction. BIMTECH Mess has to improve its

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service delivery on all the above mentioned dimensions, in order to maximise student
satisfaction, which is essential for their own success.
With the help of gap analysis, we have been able to answer two out of three research questions,
which were about perceived service quality and overall student satisfaction. We will now
proceed towards the recommendations for reducing this gap and as to how it would lead to
overall student satisfaction.
The following recommendations are essential for improving the overall quality in service.
1. Improving Reliability – 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. Improving Assurance – Employees need to be properly trained and completely aware
about their target customers, in this case students of BIMTECH. Proper training is a pre-
requisite, not only in being courteous and polite, but also to be in a position to provide
information to the students whenever necessary. Information could be on quality and
quantity of items provided on a daily basis or on measures to minimise food wastage.
Ultimately, this would result in gaining trust of student, which is something difficult to
earn, but something most treasured.
3. Improving Tangibility – First impression is the last impression and here lies the
importance of physical infrastructure available in the mess. 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.
4. Improving Empathy- This can be done by scheduling operating hours convenient to
students and training the employees to genuinely understand the specific needs of each
student. For example, when a student is sick, the mess can provide him/her with food that
would be beneficial for his/her health or with availability of hot/normal/cold water. The
ability to be caring towards individual customers can help the management to not only
match perceptions of students with their expectation, but has the potential to exceed it.
5. Improving Responsiveness- The role of management in providing high service quality
does not end by just providing students with their services, but also be responsive to their
needs. There should be no barrier and a two-way communication process between them
will always be considered healthy. It is also essential for them to develop a problem-
resolution mechanism to address potential problems such as scarcity of resources or
inability to provide prompt service and a grievance redressal system for solving problems

10. 10
experienced by students. Improving this dimension would result in a positive feedback
from students.
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 mess 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.
TABLE 1
Reliability Statistics
Cronbach's
Alpha N of Items
.893 50
TABLE 2
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .614
Bartlett's Testof Sphericity Approx. Chi-Square 2283.308
Df 1225
Sig. .000
TABLE 3
Total Variance Explained
Component
Initial Eigenvalues Extraction Sums ofSquared Loadings
Rotation Sums of Squared
Loadings
Total
% of
Variance Total % of Variance Total % of Variance
1 6.279 25.116 6.279 25.116 2.983 11.931
2 1.955 7.822 1.955 7.822 2.597 10.388
3 1.839 7.357 1.839 7.357 2.363 9.452
4 1.580 6.318 1.580 6.318 2.266 9.064
5 1.374 5.497 1.374 5.497 2.147 8.589
6 1.281 5.122 1.281 5.122 1.717 6.867
7 1.145 4.579 1.145 4.579 1.380 5.520
8 .995 3.980

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9 .895 3.581
10 .826 3.306
11 .762 3.050
12 .741 2.963
13 .647 2.590
14 .602 2.408
15 .525 2.099
16 .497 1.987
17 .476 1.902
18 .410 1.638
19 .407 1.627
20 .382 1.528
21 .369 1.477
22 .336 1.342
23 .271 1.085
24 .219 .875
25 .188 .750
TABLE 4
Rotated Component Matrixa
Component
1 2 3 4 5 6 7
E_R.4 Employees of
Mess will be quick in
eliminating potential
problems
.745 .125 .111 .116 .245 -.161
E_EM.3 The employees of
excellent mess will
understand the specific
needs ofstudents
.694 .137 .107 .123 .142 -.119 .180
E_RL.2 Excellent mess will
provide a good catering
experience
.642 .260 .216 .255
E_R.3 Employees ofMess
will always be willing to
help you
.477 .109 .207 .262 .342 .150

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E_A.5 Employees ofmess
will be serving nutritious
food
.668 .215 .126 -.141
E_A.4 Employees ofMess
will give clear and
understandable
Information
.172 .631 .476
E_EM.2 Excellent mess
will have their student’s
bestinterestat heart
.208 .545 .173 .241 .151
E_RL.3 When excellent
mess promises to serve
food by a certain time,they
do
.414 .525 .261 -.127 .362
E_RL.4 When excellent
mess promises to serve
quality food, they do
.500 .119 .315 .107 .253
E_RL.1 When you have a
problem,excellentmess
will show a sincere interest
in solving it
.184 .499 .109 .290 .321 .291
E_A.2 Employees ofMess
will have the knowledge to
answer your questions
.253 .779 .105
E_A.3 Employees ofMess
will be polite with students
.410 .699 .102 .176
E_A.1 Employees ofMess
will be consistently
courteous with students
.254 .516 .136 .309 .126
E_RL.5 Excellent mess will
insiston error free service
.222 .243 .497 .173 .292
E_T.4 Excellent Mess will
have air-conditioned
environment
-.131 .124 .755 .211 .148
E_T.5 Excellent Mess will
have adequate sitting
arrangement
.129 .233 .692 .191
E_T.1Excellent Mess will
have clean looking
environment
.354 .195 .476 .137 .239 -.110

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E_R.5 Employees of Mess
will never be too busy to
respond to your request
.145 .124 .179 .700 .143
E_T.2Mess interiors will be
visually appealing
.128 .325 .691 .174
E_R.1Employees ofMess
will give promptservice to
students
.332 .376 .594 .243
E_R.2Ringing bell will be a
good feedback mechanism
.793
E_T.3Excellent Mess will
have hygienic working
environment
.103 .213 .292 .181 .663
E_T.6 Excellent Mess will
have well developed
Infrastructure (including
Wi-Fi).
.172 .330 .233 .732
E_EM.4 Excellent mess
will give individual
attention
.287 .110 .394 .266 .600
E_EM.1 Excellent mess
will have operating hours
convenientto all the
students
.315 .177 .315 .189 -.486
TABLE 5
Group Statistics
gender N Mean Std. Deviation Std. Error Mean
E_comp_tangibility
male 50 3.8794 .46315 .06550
female 50 4.1726 .42001 .05940
E_comp_responsiveness
male 50 3.6680 .51998 .07354
female 50 4.0120 .54722 .07739
E_comp_assurance
male 50 4.0520 .49621 .07017
female 50 4.1800 .62106 .08783
E_comp_reliability
male 50 3.9320 .50727 .07174
female 50 4.2360 .51379 .07266
E_comp_empathy
male 50 3.5850 .50409 .07129
female 50 3.6700 .55659 .07871
P_comp_tangibility
male 50 3.4776 .44961 .06358
female 50 3.6574 .39839 .05634

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P_comp_responsiveness
male 50 3.1480 .53117 .07512
female 50 3.7720 .53606 .07581
P_comp_assurance
male 50 3.6360 .60026 .08489
female 50 3.7920 .51739 .07317
P_comp_reliability
male 50 3.4640 .54126 .07655
female 50 3.7160 .59397 .08400
P_comp_empathy
male 50 2.9350 .62436 .08830
female 50 3.2900 .62548 .08846
EXHIBIT
Questionnaire
We are carrying out a study on how students perceive service quality in BIMTECH mess. We
would be happy if you could help us answer the following questions. Thank you.
The questionnaire is in two parts, expectations and experience.
Expectations: This section deals with your opinion of BIMTECH mess. Please show the extent
to which you think BIMTECH mess ‘should’ possess the following features. You should rank
each statement as follows-
Strongly Strongly
Disagree Agree
1 2 3 4 5
Circle your choice of answer. For e.g.: Your response is 5 then circle it -
Name:
Age:
Gender:
Statement Scores
Tangibles
1. Excellent Mess will have clean looking environment. 1 2 3 4 5
2. Mess interiors will be visually appealing. 1 2 3 4 5
3. Excellent Mess will have hygienic working environment. 1 2 3 4 5
4. Excellent Mess will have air-conditioned environment. 1 2 3 4 5
5. Excellent Mess will have adequate sitting arrangement. 1 2 3 4 5
6. Excellent Mess will have well developed Infrastructure
(including Wi-Fi).
1 2 3 4 5
Responsiveness
1.Employees of Mess will give prompt service to students 1 2 3 4 5
5

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2.Ringing bell will be a good feedback mechanism 1 2 3 4 5
3. Employees of Mess will always be willing to help you. 1 2 3 4 5
4.Employees of Mess will be quick in eliminating potential
problems
1 2 3 4 5
5. Employees of Mess will never be too busy to respond to
your request.
1 2 3 4 5
Assurance
1. Employees of Mess will be consistently courteous with
students.
1 2 3 4 5
2.Employees of Mess will have the knowledge to answer your
questions
1 2 3 4 5
3. Employees of Mess will be polite with students 1 2 3 4 5
4. Employees of Mess will give clear and understandable
Information.
1 2 3 4 5
5. Employees of mess will be serving nutritious food. 1 2 3 4 5
Reliability
1. When you have a problem, excellent mess will show a
sincere interest in solving it.
1 2 3 4 5
2. Excellent mess will provide a good catering experience 1 2 3 4 5
3. When excellent mess promises to serve food by a certain
time, they do.
1 2 3 4 5
4. When excellent mess promises to serve quality food, they
do.
1 2 3 4 5
5.Excellent mess will insist on error free service 1 2 3 4 5
Empathy
1. Excellent mess will have operating hours convenient to all
the students.
1 2 3 4 5
2. Excellent mess will have their student’s best interest at
heart.
1 2 3 4 5
3. The employees of excellent mess will understand the
specific needs of students.
1 2 3 4 5
4.Excellent mess will give individual attention 1 2 3 4 5
Perception: This section deals with perception of service experienced in mess. Please show the
extent to which these statements reflect your perception of service in mess. You should rank each
statement as follows-
Strongly Strongly
Disagree Agree
1 2 3 4 5
Circle your choice of answer. For e.g.: Your response is 5, then circle it - 5

16. 16
Statement Scores
Tangibles
1. Mess has clean looking environment. 1 2 3 4 5
2. Mess interiors are visually appealing. 1 2 3 4 5
3. Mess has a hygienic working environment. 1 2 3 4 5
4. Mess has well air-conditioned environment. 1 2 3 4 5
5. Mess has adequate sitting arrangement. 1 2 3 4 5
6. Mess has well developed Infrastructure (including Wi-Fi). 1 2 3 4 5
Responsiveness
1.Employees in Mess give you prompt service 1 2 3 4 5
2.Ringing bell is a good feedback mechanism 1 2 3 4 5
3. Employees in Mess are always willing to help you. 1 2 3 4 5
4.Employees in Mess are quick in eliminating potential
problems
1 2 3 4 5
5. Employees in Mess are never too busy to respond to your
request.
1 2 3 4 5
Assurance
1. Employees in Mess are consistently courteous with you. 1 2 3 4 5
2.Employees in Mess have the knowledge to answer your
questions
1 2 3 4 5
3. Employees in Mess are polite with you. 1 2 3 4 5
4. Employees in Mess give you clear and understandable
Information
1 2 3 4 5
5. Employees in Mess serve nutritious food. 1 2 3 4 5
Reliability
1. When you have a problem, Mess shows a sincere interest in
solving it.
1 2 3 4 5
2. Mess provides a good catering experience 1 2 3 4 5
3. When Mess promises to serve food by a certain time, it
does so.
1 2 3 4 5
4. When Mess promises to serve quality food, it does so. 1 2 3 4 5
5. Mess insists on error free service 1 2 3 4 5
Empathy
1. Mess has operating hours convenient to all the students. 1 2 3 4 5
2. Mess has your best interest at heart. 1 2 3 4 5
3. The employees of mess understand your specific needs. 1 2 3 4 5
4.Employees of mess give individual attention 1 2 3 4 5
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17. 17
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