• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Measure the service quality in the Shatin Saint's Alp Teahouse by using the SERVQUAL survey model.

Extracts from this document...

Introduction

ABSTRACT The purpose of this report is to measure the service quality in the Shatin Saint's Alp Teahouse by using the SERVQUAL survey model. It was hoped that the questionnaire might act as an information tool, highlighting the potential problem of the company, and providing some recommendations to the company for improvement. BACKGROUND Saint's Alp (International) Company Limited opened the Hong Kong first Saint's Alp Teahouse in July 1994.Being the premier purveyor of the finest Taiwanese Teahouse, Saint's Alp has indeed brought a new flare to the local food and beverage scene as well as the art of tea appreciation. Now, there are 39 Saint's Alp Teahouses in Hong Kong. Overall Findings The questionnaire included 23 questions designed to capture respondents' views on expectations of service, perceptions of the services provided by Shatin Saint's Alp Teahouse and thus any gap between the two. Respondents were asked to score each question on a scale from 1 to 7 where 1 represented low opinions of service and 7 high opinions. 40 useable questionnaires were returned for analysis There are 60 % of respondents fall in the 16-20-age category. Males and females were almost equally represented with 60% female and 40% male participation. According to the survey and the our observation we conducted, we find the following problems: Tangibility: It includes the physical appearance of the service facility, the equipment, the personnel, and the communication materials. ...read more.

Middle

4. The Teahouse should make improvement, especially if the dishes need longer time to prepare, they had better informed the customers when placing their ordering. Assurance 1. The company should provide training for their employees about the restaurant environment, product knowledge, and also case studies about how to deal with customer's need. 2. There are two main ways to reduce the above problems. First, the number of table can be reduced from 31 to 22. Then the environment will be less crowed, safety problems will also be improved. 3. The company can review its recruitment criteria to employ some elaborators who are polite in work. It should set the minimum requirement of courtesy to let the staff understand the importance of politeness, and remind them to attain this required level. Reliability 1. Set up clear division of labor: ask one or two employees to deal with the "waiting" issue. For example, one employee is responsible for two jobs: cashier and handle the waiting customers. 2. Implement "first-come-first-served" policy: customers who come earlier will have seats first. We may distribute tickets (with numbers) to customers and identify their orders. 3. We could smooth demand by providing "teatime" at a cheaper price during non-peak hours. The price incentive would attract customers to come and the demand would rise within this period. The demand would fall during peak hours on the contrary. 4. The Teahouse should prepare adequate amount of food. ...read more.

Conclusion

3. Give menus to the customers - Employees need to give enough menus for customers. - Employees need to introduce the menus to customers. - Employees need to make sure that customers have enough time to read the menu. 4. Employees take orders for the customers - Employees need to write down the order carefully and accurately. - Employees need to repeat the orders to the customers. 5. Customers wait for the food - Employees need to inform the customers about the approximate waiting time for the delivery of food. - Employees need to apology customers when the waiting time is too long. 6. Employees prepare the food for the customers - More employees need to help cooking so that food can be done efficiently 7. Employees deliver the food for the customers - Employees need to tell customers what is delivered. - Employees need to memorize the table number. 8. Customers pay the bill - At least one employee must be responsible for the cashier work. - Employees need to count the bill accurately. - Employees need to say "Thank You" to customers after they leave. 9. Employees clean the table Employees need to clean the table quickly and thoroughly. Conclusion To conclude, Saint's Alp Teahouse actually has good brand name in customers' heart. According to our findings in the survey, customers generally have high expectation of its service. Therefore, if Shatin Saint's Alp Teahouse can follow the proposal we suggested to improve its service, it can minimize the customer gap and establish goodwill in the market. 1 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. There 15 things what Tesco does to provide a good customer service to customers. ...

    An example of a situation could be that, some customer especially youths might find it difficult to not swear for example in the store as it might be natural for them. Overall, I feel that the customers have to be grateful that these policies and set in order to help them and maintain a pleasant environment.

  2. Customer service Tesco's customer expectations

    The supplier must ensure that he or she has legal title to the goods, the description of the goods is accurate and not misleading, the quality of the goods is of reasonable standard, if selling by sample, the sample is representative of the rest of the consignment.

  1. Produce a case study comparing two business organisations, investigating the extent to which each ...

    The trend is set to continue as was disclosed in a recent report sponsored by BT and First Direct. We can all now purchase books, insurance policies and theatre tickets via the telephone. This trend will undoubtedly have future implications and place severe pressure on shops to open longer hours

  2. Importance of good Customer service.

    dealing with complaints, giving refunds on returned goods etc) Sainsbury has legal obligations to its customers. Customers need to be protected when buying goods, if, for instance: > Goods are damaged, broken or unusable > Goods are not fit for the purpose for which they were bought > The seller

  1. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    It is the type of training done outside the business. It is usually done for a longer period of time. In-job training: it is the training within the organisation. An experience employee or someone from outside the organisation does this training.

  2. Produce an investigation into how a chosen company can improve its customer service.

    Staffs, who work with or in front of customers, must know the supermarket inside out, and know where the different sections are. A customer who visits the store for the first time may not know where to find a certain product, and so would ask the staff for assistance, and

  1. The business that I have chosen is Waitrose, because I believe that this company ...

    Some businesses have various types of customers, such as: * Individuals * Other Businesses * Families Most customers pay for goods and services however, some are non-paying; the customers of healthcare services. There are various types of customers which all have needs and expectations.

  2. The background of the Kettering Park Hotel and Spa

    A definition of culture is beliefs and values. There are many different types of culture, these are: Customer driven - are organizations that are focused on improving customer's satisfaction. Constant reviews of products and services to see where any improvements can be made. The Kettering park hotel is customer driven.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work