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Office No 312-313, Edcon Mindspace Opposite Vivanta Campal, Panaji, Goa

Bullseye Entertainment is an event organizer in Goa, India founded in 2010. They organize various events including meetings, team building, conferences, ceremonies, and weddings. The document summarizes a study assessing Bullseye's service quality using the SERVPERF model across tangible factors, reliability, responsiveness, assurance, and empathy. A survey of recent clients found high importance ratings but slightly lower perception scores. The IPA analysis suggests concentrating on improving physical facilities and reliability while maintaining strengths in other areas.

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Casilda Fernandes
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45 views

Office No 312-313, Edcon Mindspace Opposite Vivanta Campal, Panaji, Goa

Bullseye Entertainment is an event organizer in Goa, India founded in 2010. They organize various events including meetings, team building, conferences, ceremonies, and weddings. The document summarizes a study assessing Bullseye's service quality using the SERVPERF model across tangible factors, reliability, responsiveness, assurance, and empathy. A survey of recent clients found high importance ratings but slightly lower perception scores. The IPA analysis suggests concentrating on improving physical facilities and reliability while maintaining strengths in other areas.

Uploaded by

Casilda Fernandes
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Office No 312-313, Edcon

Mindspace
Opposite Vivanta Campal,
Panaji, Goa
COMPANY PROFILE

 Founded in the year 2010 by Munna Ruknuddin & Sharlene Pinto, Bullseye
Entertainment in Goa is one of the leading businesses in the Event Organisers
Industry.

 The belief that customer satisfaction is as important as their services, has helped
them accumulate a vast base of customers, which continues to grow by the day.
TYPES OF EVENTS ORGANISED
 Meetings

 Team Building Events

 Press Conferences

 Opening Ceremonies

 Award Ceremonies

 Weddings Parties

 Organisers of Octoberfest, one of Goa’s leading festival.


TOPIC

Survey

on

Assessing Service Quality


NEED OF THE STUDY

 Guest satisfaction.

 Future clients.

 Identify the company’s important selection attributes

 Point out areas that don’t need attention

 Brand ambassadors.
AIM & OBJECTIVE OF THE STUDY

 To assess the service quality using the SERVPERF Model.

 To Identify Bullseye Entertainment’s key service attributes perceived as


important by the clients using the IPA technique.
METHODOLOGY

 Survey responses were collected from only those clients whose events were
held during the internship period.

 All item statements were measured on a 7-point Likert-type scale, ranging


from 1 which indicates strongly disagree to 7 for strongly agree.
Analysis & Major Findings
TANGIBLE

EMPATHY RELIABILITY

SERVPERF
MODEL

ASSURANCE RESPONSIVENESS
SERVICE
Question IMPORTANCE WEIGHTAGE PERCEPTION QUALITY
Q1 6.677 0.867 5.433 4.709
Q2 6.774 0.967 5.767 5.574
Q3 6.742 0.933 6.333 5.911
TANGIBLE Q4 6.032 0.550 6.633 3.648
Q5 6.774 0.944 5.333 5.037
Q6 6.548 0.783 6.100 4.778
Q7 6.968 0.967 6.133 5.929
Q8 6.968 0.933 4.533 4.231
RELIABILITY Q9 6.710 0.633 5.867 3.716
Q10 7.032 0.967 6.900 6.670
Q11 6.968 0.917 6.533 5.989
Q12 6.968 0.900 6.933 6.240
RESPONSIVENESS Q13 7.097 0.967 6.867 6.638
Q14 7.065 0.833 5.867 4.889
Q15 7.000 0.867 6.867 5.951
Q16 7.161 0.867 6.867 5.951
ASSURANCE Q17 6.742 0.400 6.800 2.720
Q18 7.226 0.867 6.233 5.402
Q19 7.290 0.950 6.400 6.080
Q20 7.258 0.833 6.100 5.083
Q21 6.581 0.100 6.733 0.673
EMPATHY Q22 7.452 0.967 6.633 6.412
Average 6.911 0.819 6.267 5.130
IMPORTANCE AVERAGES

Tangible
7.161 6.556
Reliability
Responsiveness
Assurance
6.794 Empathy
6.992

7.016
PERCEPTION AVERAGES

6.42 Tangible
6.042
Reliability
Responsiveness
Assurance
5.593 Empathy
6.6

6.808
IPA TECHNIQUE
8.000
1. Concentrate here 2. Keep up the good work
8

7.500

7.000
IMPORTANCE

6.500 6.5 6.5

6.000

5.500

3. Low Priority 4. Possible kill


5.000
4.000 4.500 5.000 5.500
PERCEPTION
6.000 6.500 7.000 7.500 8.000
SUGGESTIONS

 Physical facilities need improvement.

 More reliable.

 Employees involvement in setting quality standards.

 Improving areas of weakness.

 Allocation of valuable resources in the most effective areas.

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