Servqual Audit

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Process – The process was smooth. I lined up for about 3 minutes and waited for less than 2 minutes for my order to arrive. It was really quick which I expected since Jollibee is a fastfood establishment. There were about 6 or 7 cashiers available that is why the waiting time was short. I can’t help but compare the service of this branch to the new Jollibee branch in Taft where I usually wait for 10 to 15 minutes to get my order. The spoon and fork counter was near the cashier, which is very convenient. One thing that I would recommend is that having a pitcher of water and glasses beside the spoon and fork counter would be much more convenient for the customers.

Productivity & Quality – No feedback form was given or distributed after my order after I have finished my meal.

Physical Evidence – The official receipt was handed by the cashier guy right after he took my order, just like in any other fastfood establishments.

People – My favorite part of this experience was my encounter with the cashier guy and security in Jollibee. Upon ordering 1-piece chicken meal and regular fries, I was prepared to pay Php 127.00 but the cashier told me that I could not get the same thing for Php 99.00 only. He said that it was a combo meal but when I check the menu displayed, it was not in the list of the combo meals. Usually in other fast food establishments, staff behind the counters are in a rush and would not take time to suggest that, so I really appreciated the staff’s suggestion because it was unexpected for me and I saved money. For the security guard, he approached after ordering and opted to carry my tray for me to my table. I loved the gesture because I did not expect it since it was supposed to be self-service. In addition to these, other staff in Jollibee were very prompt and responsive. Shortly after customers leave the table, they are already cleaning it. I also saw how responsive the staff were to the requests of the customers near my table. About the other customers, they were mostly employees of SM Megamall and families, which gave me good vibes since I love seeing families enjoying their meals together.