Gap Analysis of Service Quality at a Curbside Restaurant: Case of Aunty’s Café, Jaipur

Sharma Smita () and Sharma Shweta
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Sharma Shweta: Department of Environmental Science, S.S. Jain Subodh P.G. College, Jaipur (Raj.), INDIA

Advances In Management, 2012, vol. 5, issue 1

Abstract: This paper is based on the case study of a small curbside fast food joint called Aunty’s Café that has sustained tough times only because of its quality driven approach and the sheer dedication of its owner and women entrepreneur. Researchers attempt to explore in depth what makes the services different from others and the secret behind this place. Unlike the prescribed service models this fast food joint has been highly appreciated by its customers. This study attempts to analyze the service leadership and different practices of its owners. This case study based research is an attempt to understand the best practices of this small initiative taken by a women entrepreneur. This study reveals that though the restaurant does not follow any prescribed service models yet it has emerged and survived the test of times. Service quality is the prime factor the café has cling to and has successfully positioned itself in the minds of the customers as a quality driven place.

Date: 2012
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