[INDEX: LIBA F11

]

2012GROUP 2

Anamika Chakraborty F110XX Elizabath Eappen F11076 Sherin Thomas F11XXX Swarupa Rani Sahu F11XXX

OBJECTIVE: To calculate the service performance index of LIBA Admission process for F11 batch

APPROACH

The aspects that are important for providing quality service by the LIBA Admissions department are listed. These aspects are to be avoided for better service of customers of LIBA.

The aspects to be avoided are identified as:

1. Slow and not user friendly website2. Inadequate Information in LIBA Website3. Complex and Confusing content in Website4. Application forms in local banks that has less presence in India5. Glitches in online application gateway6. Non availability of assistance through help line Customer care7. Incorrect Helpline No, email address provided to applicants8. Biased and Incorrect attitude Interview Panel9. Wrong scheduling of timing and place for GD/PI for shortlisted candidates10. Missing acknowledgment mails to students calling for GD/PI11. Long waiting time for GD/PI in slots scheduled12. Late Declaration of Results 13. Lack of transparency to candidates put under waiting list14. Delay in processing applications15. Money not refunding on cancellation of admission by applicants16. Lack of acknowledgment receipt of successful delivery of application form to applicants

These aspects are given weightage with most important given 10 and least important given 0

These aspects are rated by taking inputs from F11 batch students

Finally, the consumer rating is converted into index

CALCULATIONS

SERVICE PERFORMANCE INDEX - LIBA ADMISSIONS

Slno Factors Weight Rating1 Slow and not user friendly website 8 02 Inadequate Information in LIBA Website 7 03 Complex and Confusing content in Website 6 04 Application forms in local banks that has less presence in India 9 05 Glitches in online application gateway 8 06 Non availability of assistance through help line Customer care 5 07 Incorrect Helpline No, email address provided to applicants 7 08 Biased and Incorrect attitude Interview Panel 7 0

9 Wrong scheduling of timing and place for GD/PI for shortlisted candidates10

010 Missing acknowledgment mails to students calling for GD/PI 5 0

11 Long waiting time for GD/PI in slots scheduled 3 012 Late Declaration of Results 9 013 Lack of transparency to candidates put under waiting list 6 014 Delay in processing applications 4 015 Money not refunding on cancellation of admission by applicants 5 0

16Lack of acknowledgment receipt of successful delivery of application form to applicants

20

Service Performance Index 0

CONCLUSION

The Service Performance Index for LIBA Admissions service is calculated as XXX