Expectation: Dadu's has been an everyday thing for me at Xlri. I dont remeber a single day when i havent been at dadus for a cup of tea. I am a tea addict and unfortunately the mess serves tea only twice a day. Hence my expectations have remained pretty much stable over the last one year. I have to go there, ask for my " bada chai" and leave. Since I am pretty much regular there I pay Rs 500 upfront and then jus renew it. In short if u ask me whats the cost of the ' bada chai' i wouldnt know. Similarly I dont know the rates of anything that dadu sells. There was a trust that was built on day 1 and it remained untill.......
Experience.
Some background: Those of u in xl would know that there was a cafeteria that shut down recently making dadus the sole player in the fast food segment on xl campus:)
I was sipping my regular chai at dadus when this incident happened. A junior walks in and asks for a pet bottle of Thumsup. He is asked to pay Rs 25 for the bottle which has an MRP of Rs 22/-
Now this guy obviously asks for a justification, and in return what he gets is this reply from dadu..."lena hai toh lo nahi to mat lo".
The issue ends there with the guy shelling out extra 3 bucks for the bottle. But i find out later from sources that thats what dadu has been doing ever since and even more since the cafeteria closed down.
Dadu has built himself and survived on XLRI. He has grown with the college and has a special place in the history of college and among the alumni who still remember dadus and make it a point to be there whenever they are on campus. Its a famous joint for "sutta". A welcome break after the long lectures. A place to hang out and discuss things over a cheese maggi and so on and so forth.....
I left the place that day wondering whats dadu upto. Has he forgotten all that this college has done for him. The college had no business in giving him a place inside the campus but it did. And now he is indulging in monopoly and petty things. He is not here for charity allright but over charging is just not acceptable. There have been complaints against him now.
Everyday I visit dadu, I see angry faces and people talking about his high rates on almost every item.
Another perspective: Isnt dadu a businessman at the end of the day?
Well if i have to get a pet bottle at 2 pm in the heat, I will either have to go to the nearest market and get one. I dont have an option of storing either. In any case, paying Rs 3 extra to dadus is the best option.
There is a clear cut gap between the desired level of service we expect from the college campus and the actual service level. The food in the mess is definitely not up to the mark. There is no cafe service in the campus either to take care of needs left unfulfilled by the mess.
What dadus has done is simply filled this gap and exploited it just like any other businessman would do.
SERVQUAL Analysis
| Dimension | Rating (Scale of 1-10) 1 – Poor; 10 - Excellent | Analysis of Service |
| Tangibles | 3 | Just a broken wooden bench to sit. |
| Reliability | 5 | Moderately Reliable |
| Responsiveness | 7 | Responsive to customized food |
| Assurance | 5 | Average |
| Empathy | 3 | Indulging in monopoly. Hence low on empathy |
So is dadu indulging in Monopoly or is he a good businessman....?
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