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IDENTIFY SERVICE QUALITY GAP

FOR COLLEGE MESS APPLICATION OF SERVQUAL MODEL

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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

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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

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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 Test of Sphericity Approx. Chi-Square 2283.308

Df 1225

Sig. .000

TABLE 3

Total Variance Explained

Component

Initial Eigenvalues Extraction Sums of Squared 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 of students

.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 of Mess will always be willing to help you

.477 .109 .207 .262 .342 .150

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E_A.5 Employees of mess will be serving nutritious food

.668 .215 .126 -.141

E_A.4 Employees of Mess will give clear and understandable Information

.172 .631 .476

E_EM.2 Excellent mess will have their student’s best interest at 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, excellent mess will show a sincere interest in solving it

.184 .499 .109 .290 .321 .291

E_A.2 Employees of Mess will have the knowledge to answer your questions

.253 .779 .105

E_A.3 Employees of Mess will be polite with students

.410 .699 .102 .176

E_A.1 Employees of Mess will be consistently courteous with students

.254 .516 .136 .309 .126

E_RL.5 Excellent mess will insist on 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 of Mess will give prompt service 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 convenient to 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

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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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