SKIPPER’S CAFÉ
Location Dr. T.S. Kinatanar Street Poblacion, Argao, Cebu
Owner: Ms. Karen Oportu
Presenter’s Name:
Amaquin, Vincent D.
Angcay, Jessaril M.
Buena, Bernadette
Fuentes, Afhra Agajail A.
Lopez, Seth Louise
Nebres, Kathleen
Date: May 30, 2024
INTRODUCTION:
Overview of the Study
Skippers Café is a small business situated at Dr. T.S. Kintanar Poblacion Argao Cebu. It is a sole
proprietorship type of business that is only owned by Ms. Karen Oporto. The business started its
operation on ______________. This Café offers several products ranging from coffee, snacks, and
refreshing drinks.
Write the brief description of the company including the type of business (Sole-Proprietorship,
Partnership, Corporation)
Purpose of the Case Study
The purpose of this study is to explore the facets of service quality starting from a small business to
broaden our knowledge about the service industry. In this light, we choose Skippers Café because it
is an example of a small successful business. The business establishments already offers a lot of
enticing products with affordable prices. With that, we wanted to witness how services are provided
and how the service delivery affects the entire business.
Importance of Service Quality in this Context
State the importance of service quality in the context of the chosen business to be studied.
(huwat lng tas interview)
BACKGROUND INFORMATION:
Company Overview
Industry and Market Position
what is the product of the company
In this service industry,
Key Service Offered
product and services offered
Customer Base and Target Audience
group of potential customers that you identify to sell products or services. Each group can be divided
into smaller segments. Segments are typically grouped by age, location, income and lifestyle.
THE SERVQUAL MODEL:
Explain the servqual model including the RATER model ( 5 dimension of service) and give the
importance in evaluating the service quality of each dimension.
PROBLEM STATEMENT:
- Give the challenges faces by the business related to service quality
- Impact of the problem on customer satisfaction
DATA COLLECTION:
- Instruments used in data collection (servqual 22 questionaire)
- The respondents will be the members of the group, you have to experience the service offered
by the company. There are 2 types of questionnaire
the expectation questionnaire – after you chose your company, rate your expectation
accordingly
( questionnaire are attached in this file)
- Perception questionnaire – after the service purchase, rate your perception according to your
experience.
- After the data collection I will collect the questionnaire and I will be the one to interpret the data
collected.
ANALYSIS USING SERVQUAL
- After the data interpretation, you’ll be analysing the 5 dimensions of service. (RATER Model)
Example: if the perception is less than the expectation when it comes to tangibles analyse and give
the reasons of the gaps
KEY FINDINGS
- Summary of analysis strengths and weaknesses identified in each SERVQUAL dimension
- Overall service quality score and customer satisfaction level
RECOMMENDATIONS :
Improvement Strategies
Space
Skippers Café has a very small internal space that couldn’t accommodate a large number of
customers. In this context, we would like to recommend expanding the establishment’s area in
order to create a spacious environment.
Marketing and Advertising
Marketing strategies and advertising are essential in order to promote the business to the media
to attract customers, especially since we are now a society driven by technology, and social media
exposure helps boost engagements that can ensure the business’s longevity.
Lack of Furniture
Because of the small area, the establishment also has limited furniture that couldn’t cater large
number of customers, hence, affecting the customers’ expectations that could result to service
failure. So, we suggest adding more furniture as we expand the area.
Comfort Room
The establishment needs to put up a comfort room or a restroom for customers to utilize,
especially for dine-in customers.
Trash Bins
The establishment needs to put up trash bins in order for customers to properly segregate their
trashes and to ensure the cleanliness of the area.
Accessible Signage
The group suggests building a signpost that showcases the business’s logo and name in order for
the people to easily locate the business. This will serve as their landmark.
Employees
The lack of employees could result from order delays and lack of responsiveness which could
affect the service quality.
Areas of Ordering and Receiving Orders
The establishment needs to have specific areas for ordering and receiving orders are essential
so that customers are aware of where they can give and get their orders to have an organized
flow of business operations.
SUMMARY OF KEY POINT
Summary of Key Points
Recap of the case study and findings
• Final thoughts on the importance of continuous service quality improvement
