Cameron GossettDr. FranzidisREC 330April 19, 2015SERVQUAL TaskThe company I chose to complete the SERVQUAL survey for was Subway. The Subway I visited is located in a strip mall off of South College Road, less than a mile from UNCWs campus. The store is located on the corner of the building, and shares the parking lot with the other businesses. I went around 12 oclock in the afternoon on a Saturday, their busiest time of the day. The first thing thats noticeable when visiting is the location of the building. The strip mall isnt located next to a traffic light, and when coming from the direction of campus, it can be difficult to cross the road to get to the restaurant. Once I was in the parking lot, I found an abundance of parking spaces to choose from. The parking lot is large and even during the afternoon the lot wasnt nearly filled. When I entered the restaurant, the employees behind the counter greeted me and I could smell the scent of baked bread and ingredients. The beginning of the line started a few feet directly in front of the door, and to the left was a decent sized seating area. The whole restaurant was noticeably clean and neat. The service delivery system consisted of two employees manning an assembly line to prepare and cook the food. The first employee takes your order, and prepares the main ingredients such as the bread, meat, and cheese. They are also responsible for toasting the sub. After this stage in the process is complete, the food is passed to the next employee who is in charge of adding condiments, sauces, and vegetables. When your order is complete, this employee will also check you out. This process is efficient and keeps the time it takes a customer to receive their food to a minimum. When I entered the restaurant, there were three people ahead of me and it took less than a few minutes to have my order taken. The employees were exceedingly courteous and ensured that my order was tailored exactly to my tastes. After I paid, the employee thanked me and wished me a nice day. Overall, the total wait from entering the restaurant to receiving my food was less than five minutes. Right beside the register was the drink machine, where I could fill and refill my cup whenever I needed. There were plenty of tables to sit at and eat without feeling crowded or rushed. The food was a higher quality than one would usually expect from a fast food restaurant, but slightly more expensive. When I was finished, I could conveniently throw my trash out in the trash can right beside the door.When I visited, I went alone on my lunch break. I went to get a quick meal for a low price in the small amount of time I had to eat. As a college student with a part time job and limited disposable income, I also needed something for a relatively cheap price. Fast food was the best option to meet all my needs. I have been to Subway multiple times in the past and have come to expect a higher quality product in both service and food from them compared to the average fast food restaurant. After multiple visits I began to expect their brand of consistency. They advertise both customization in your meal and fresh ingredients, which also influences my expectations and perception. The adverting and previous visits are what make up my previous knowledge about the restaurant. For pricing, they fall within the lower range of food, typical with fast food restaurants. However, within that lower price range they fall within the upper limits, being slightly more expensive than the average fast food company.For every expectation score I had for Subway, the second score either equaled or surpassed it. Overall I fully enjoyed my experience with the restaurant in every category of the SERVQUAL survey. I have no major recommendations for improvement as the only negative aspect I saw in my visit was the slightly inconvenient location, which did little to impact the overall experience. I believe the SERVQUAL survey collected the data that accurately reflected my experience as the scores on the survey were unanimously positive. The only issue I have with the survey was the final weighted score for the responsiveness category. At a glance, it would seem like it was their weakest category needing the most immediate improvement, yet I wouldnt agree that thats the case at all. My expectation scores were high enough that even with Subways nearly perfect scores, it brought the average down. I found my experience with them in that category well above what my expectations for a normal fast food company and nearly flawless respectively.