Service Quality

By

[Name of the Department/Hall/Wing]

[Name of the Institution/University]

[Date of Submission]

TABLE OF CONTENTS

CHAPTER 04: DISCUSSION AND ANALYSIS1

4.1 Results and Outcomes1

4.2 Customer Perception regarding service quality at Sainsbury's1

4.3 Employee Perception regarding service quality at Sainsbury's5

CHAPTER 05: CONCLUSION11

5.1 What has been achieved?11

5.2 What has been found out?11

5.3 Recommendations12

5.4 Further Research12

APPENDIX13

REFERENCES17

CHAPTER 04: DISCUSSION AND ANALYSIS

4.1 Results and Outcomes

To understand and comprehend questionnaire from the perspectives given, below is a detailed analysis of what were the results and outcomes of the SERVQUAL questionnaire. First, we shall discuss and display regarding service quality perception of customers and then we shall discuss regarding how the employees and the staff perceive regarding the service quality delivered at Sainsbury.

4.2 Customer Perception regarding service quality at Sainsbury's

Expectations results for Customer at Sainsbury

Statement

1

2

3

4

5

6

7

Sainsbury should have modern looking equipment

0

0

0

0

3

8

4

The physical facilities at Sainsbury should be visually appealing

0

0

0

0

10

4

6

The staff at Sainsbury need to appear neat and clean

0

2

4

0

2

5

7

Materials associated with Sainsbury should be visually appealing

0

0

0

0

8

8

6

Sainsbury should do as they promise at the time they promise

0

0

0

0

4

4

3

When customers have problems there needs to be a genuine interest in solving them

0

0

0

6

5

5

7

The super market should get it right first time

4

0

0

0

4

8

1

The super market should provide the services at the time they promise to do so

0

0

0

0

7

8

5

The super market should insist on error free service

0

0

0

0

1

4

3

Staff need to give accurate information

0

0

0

5

2

1

6

Staff should offer prompt service to the customers

0

0

0

0

2

1

3

Staff should always be willing to help

0

0

0

0

10

3

2

Staff should never too busy to respond to patrons

0

7

0

0

5

7

2

Behaviour of staff at the super market should instil the customers with confidence

0

0

0

0

1

8

5

Customers should be able to feel safe within the super market and its surroundings

0

0

0

0

2

5

6

Staff of the super market should be consistently courteous with customers

0

0

0

3

2

7

7

Staff of the super market should be knowledgeable

0

0

0

0

2

6

3

The super market should give customers individualised attention

0

0

8

0

1

8

7

The super market should have opening hours convenient to all of its customers

0

0

0

0

2

2

3

The super market should have staff who give customers personalised attention

0

0

0

0

10

2

4

The super market should have customers best interest at heart

0

0

0

0

4

3

6

The staff of the super market need to understand the specific needs of their customers

0

0

0

0

10

8

7

Total

4

9

12

14

97

115

103

Service quality can be categorized as the level of service and the quality of service that the organization aspire to be at a given time period (Ograjensek, 2002, pp. 239). The concept denotes what the company currently offers and what the organization aspires to be in the long-run (Ograjensek, 2003, pp. 51). Companies not only mention these levels in their mission statement, but also make way for practicing the mission statement as part of the organizational goals (Silvestro and Cross, 2000, pp. 244).

One must understand that service is far more critical than product (Sharma and Mehta, 2004, pp. 18). This is because the product, being a tangible entity in its basic sense, can still be considered a problem or fault in case one unit goes (Sureshchander, Rajendran and Anatharaman, 2002, pp. 363). Consumers can still spare the brand as a technological fault and that the brand may actually get away with it.

The perception of the customer is essential when it comes to making the customer remember the brand's name. This is because if ...