Customer Satisfaction in the Restaurant Industry - 3119 Words

Research Proposal Customer Satisfaction in the Restaurant Industry Part I: Research Proposal I-1. Research Background In today’s competitive dynamic environment it is crucial to maintain existing customers and gain new ones. This goes for the restaurant industry as well, where not only the quality of the food plays a major role, but also the quality of the service itself. This has been recognized by the restaurant X which offers traditional Greek food. Due to increasing competition and decreased disposable income during recent year, the restaurant management decided to focus more on increasing the quality of their food and service in order to ensure high customer flow. Delivering quality at the†¦show more content†¦6. What is the correlation between price paid and customer satisfaction? 7. What can be done to improve customer satisfaction? I-5. Research Objectives 1. To determine the factors that cause customer satisfaction. 2. To identify if there is a significant correlation between food quality and customer satisfaction. 3. To find out if the correlation between service quality (people, process, and physical evidence) and customer satisfaction is significant. 4. To identify if price affects customer satisfaction. 5. To determine in which ways can customer satisfaction be improved. I-6. Research Design I-6.1. Research Sample The suggested sampling technique is non-random convenience quota sample. The quotas are 30% and 70%; 30% of questionnaires to be distributed during lunch time (12pm-5pm) and 70% to be distributed during dinner time (5pm-11pm). These quotas are based on the fact that more customers visit the restaurant after work, during the dinner time. It is planned that waiters distribute questionnaires and ensure that sample size is 100 people above the age of 18 regardless of the gender. The sample questionnaire, in the Appendix A, mainly uses the 5-point Likert scale and it covers areas such as food quality, menu options, price, staff, service process, restaurant atmosphere, location and appearance. The questionnaire starts with generic questions such as gender, age, etc. andShow MoreRelatedThe Potential Dimensions Of Service Quality1417 Words   |  6 Pagesrelationship between service quality, food quality, perceived value, physical environment and customer satisfaction in KFC Restaurants in Myanmar. Design/methodology/approach –By using exploratory factor analysis and confirmatory factor analysis the construct reliability and validity was assessed. To estimate the relationship among service quality, food quality, perceived value, physical environment and customer satisfaction, structural equation modeling was employed. Originality/value – After the democraticRead MoreCustomer Service Coming Right Up : A Thematic Analysis On Factors That Influence Customer Satisfaction1533 Words   |  7 Pages Great Customer Service Coming Right Up: a Thematic Analysis on Factors that Influence Customer Satisfaction By Ricky Poche’ Jr. â€Æ' ABSTRACT The abstract should be double spaced and indented. It should contain a summary of what you did and what you found. It is double spaced. APA manuals will show Keywords: listed after the abstract. We’re not doing that for the 498 thesis. Notice also that the word Abstract above has been bolded and is all caps. â€Æ' INTRODUCTION Going out to eatRead MoreFinding Out The Satisfaction Of Students From Whiteria Regarding Their Taste And Preferences Towards Fast Food Essay1156 Words   |  5 Pagesmean to prepare food and serve quickly but it also satisfy the consumers in terms of their taste and preference. Even in many restaurants after serving the food to the customer, restaurants ask the customers to fill up a survey form to know their customers taste and preferences and also their satisfaction level. The main objective of this report is to find out the satisfaction of students from Whiteria regarding their taste and preferences towards fast food. The survey was done by giving questionnairesRead MoreOnline Restaurant Reviews And Selecting Restaurant Via Online Reviews1414 Words   |  6 PagesLiterature Review The online restaurant reviews have changed the style of consumers purchasing among the restaurant industry. For this reason, many scholars study the implication of online reviews in the restaurant industry (Schindler Bickart, 2012). When their expectations are met, consumers only have indirect information about the quality of a service or product until they have been purchased, and so they look for mediators to reveal this information (Parikh, Behnke, Vorvoreanu, Almanza, NelsonRead MoreAssessment Task1 Implement marketing strategies and tactics Essay1119 Words   |  5 Pagesmarketing plan, and then determine their strategies and tactics that relate to the company’s stakeholders implementation roles. McDonalds is known as one of the best-known brands worldwide, which has main aims to build its brand by listening to its customers. It also identifies the various stages in the marketing process. Branding develops a personality for an organisation, product or service. The brand image represents how consumers view the organisation. Branding only works when an organisationRead MoreFast Food Chains And Customer Satisfaction Essay1721 Words   |  7 Pages1950s. 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Fast food restaurants offer the opportunity of ordering in the facilities or in a drive-thru, presenting an alternative of selection according to customers’ preferences. Is well known that these companies invest great sums of money

Thomas Hobbes And John Hobbes - 1426 Words

Thomas Hobbes believed that men were equal because we are evenly capable of committing violence and murder. Even if one is bigger in size, another person can be quicker, or out-smart another person in order to stay alive. This idea arose from his conception that all people are selfish and no one trusts anyone else. Nevertheless, these mental or physical abilities still make the people equally weak as well. Since Hobbes believed that we all have a desire to stay alive, people had the right to anything they wanted. Hobbes believed that we are in constant fear of one another, which will result in standstill lifestyle. For Hobbes, life is solitary, poor, nasty, brutish, and short. This quote exemplifies how life would be tragic if people†¦show more content†¦With all things considered, people do not have the liberty they may think they have because it is the only way everyone can cooperate in a commonwealth. For John Locke, the origin of private property was that God gave us the land and it’s goods for men to preserve it. God’s natural resources are enough to sustain the people only if it is not being abused. In order to determine what goods one can call there own private property, one must put there time and labor to it. For example, if anyone finds a piece of land and one begins to grow crops and nurture the farm, this farm will become ones property because of all the toiling one went through. Once a man starts to produce any goods, he can then declare the goods his as well. But, if a man takes another man’s goods without putting there own time and labor towards it, these goods are not their property because it violates God’s natural laws. A man can also never take more than he can use because he would be wasting goods that may be useful for someone else who is in need of it. If one is producing a lot of goods, one can profit out of it by exchanging these go ods for currency. For Locke, the sole reason for a government is to protect the well being of the people. Locke writes, â€Å"Salus Populi Suprema Lex† which illustrates that the only purpose for is government, again, is to keep the commonwealth

Compensation and Benefits Plan free essay sample

Hence, designing and managing a fair, competitive pay structure without endangering the financial standing of the firm is very important. The objective of this paper is to propose a fair, competitive compensation and benefits package that meet the demands of an employee and the needs of the organization he or she works for. Team A used Salary. com to design an adequate compensation and benefits plan proposal for a service area manager position. Overview of Salary. com A job search is not complete without knowing the compensation and benefits that come with the job. To research a Service Area Manager’s worth in the labor market, one can research on several websites that provide comparable compensation and benefits ranges information for the job position searched. Salary. com is one of those websites. According to the Salary. com website (2013). â€Å"The Salary. com methodology is a state-of-the-art process for benchmarking and analyzing jobs that builds on professional industry standards† (para. We will write a custom essay sample on Compensation and Benefits Plan or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page 3). Many people consider Salary. com the best website for job-seekers and current employees to research basic salary information. The information provided by Salary. om gives the user a real-time snapshot of the general salary ranges for the position searched. The website also provides a benefits calculator and a cost of living wizard to use to get a closer look at similar benefits offered by organizations in various locations. Salary. com allows users access to its extensive compensation and benefits database and the use of its tool free of charge. For example, under Salary Wizard, users can calculate the annual value of benefit using the benefits calculator. However, to get a more in-debt assessment salary. com recommends using its paid version of the site. The paid version of the site gives the employee a concentrated written report of salary information in relation to others in the exact position within the same geographical area. Access to this type of information can be extremely important in negotiating salaries. The website provides several research tools that can be very helpful to the employees and the employers. Pay Structure Proposal Firms use competitive pay to ensure they have the talents needed to achieve organizational goals. Consequently, compensation is an essential component of employer-employee relationship. Based on the job description and job specification for service area manager, Team A proposed a compensation system that offers a market-based pay, bonuses, and fringe benefits. Today, majority of organizations prefer market-based pay structure. PR Newswire (2012) quoted Kerry Chou, a Certified Compensation Professional and a practice leader at WorldatWork stating, Market-based structures have struck a chord with organizations because they combine the more well-defined parameters of a traditional structure with the range spread flexibility of broad bands (para. 2). In this pay structure, employers can make a job position pay level more or less competitive depending on the firm’s compensation philosophy or position. The service area manager salary range is comparable with the other companies’ pay structure. Accordingly, aside from the candidate’s skills and abilities, his or her work experience and education were considered in the salary structure. In addition to the base salary, the team proposed to offer incentive programs, such as bonuses to reward and recognize employees for excellent or exceptional performances in achieving company goals. Aligning compensation packages to the objectives and strategies of an organization is essential. Obstacles and Resistance Cascio (2010) stated that establishing a pay structure is a complex process. One issue in designing compensation package is offering a different compensation package to employees in similar positions within the company. Although individual compensation package is confidential, employees are not always secretive concerning pay. Cascio (2010) stated that pay secrecy is a difficult policy to keep; one can easily learn what the position is worth in the job-market through the Internet. Usually, when workers know that they are not paid equally for doing the same job, resentment and conflict may occur, which may result in decreased employee morale, which can ultimately affect employee performance and productivity. In addition, unfair business practice may expose the company to some potential legal issues. For example, if the firm decides to hire a man and a woman for the same position and if the firm offers the woman a lesser compensation than the male employee, she may complain for pay discrimination. Hence, it is essential to design compensation packages that comply with the laws of employment. In addition, the service area manager role is a new position within the store organization structure and will move a group of leaders from hourly compensation to a fixed salary compensation structure more weighted in bonus than the prior pay structure. The new service area manager team will have significant influence on the financial performance of the business which will enable the team to control the variable portion of the compensation. In this situation, there are several likely obstacles to the acceptance of the compensation structure. First, the new managers moving from hourly to salaried compensation are likely to focus on the hourly value of the compensation rather than the potential income value, including incentives. Second, the new managers are used to a much smaller part of total compensation tied to financial performance and may have difficulty understanding how much the new role increases his or her influence over the financial results. To prevent resistance, management must communicate effectively the value of benefits to the employees to ensure that they understand their total compensation package value. Additionally, firms must pay and promote employees for productivity only; high performing employees must receive rewards and recognition. Supervisors and leaders must make distinction among workers properly. If the new team can embrace the potential income value and career growth offered for the new position, resistance will fade quickly. Conclusion Designing a strong, fair compensation package that meets the needs and values of the employees can increase employee morale and improve employee and organizational performance. A well-designed compensation package promotes not only a positive working relationship between employers and employees but also promotes good business practices; that is firms’ care for their employees more than just the work they contribute to the organization. A fair, adequate compensation package requires balancing employees’ interests and expectations with the means and costs of the employer. In other words, both employers and employees together with their families win when pay and incentive policies are well-thought-out. ? References Anonymous. (2012, November).

Services Essay Example

Services Essay McGraw-Hill/Irwin Copyright  © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 2-2 Variations of the Gaps Model Five Service Quality Gaps Variations of the Gaps Model Six Service Quality Gaps Variations of the Gaps Model 13 Service Quality Gaps (Gaps Model gone wild) Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality ? The Customer Gap ? (Sometimes referred to as Gap 5) 2 ? The Provider Gaps: ? Gap 1 – The Listening Gap ? not knowing what customers expect Gap 2 – The Service Design and Standards Gap ? not having the right service designs and standards ? Gap 3 – The Service Performance Gap ? not delivering to service standards ? Gap 4 – The Communication Gap ? not matching performance to promises ? Putting It All Together: Closing the Gaps 2-6 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 †¢ The Customer Gap Chapter 3 – Customer Expectations of Service Chapter 4 – Customer Perceptions of Service 2-7 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 1 – Not Knowing What Customers Expect (The Knowledge Gap) Chapter 5 – Listening to Customers through Research Chapter 6 – Building Customer Relationships Chapter 7 – Service Recovery 2-8 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 †¢ Gap 2 – Not Having the Right Service Quality Designs and Standards (The Service Design and Standards Gap) Chapter 8 – Service Innovation and Design Chapter 9– Customer-Defined Service Standards Chapter 10 – Physical Evidence and the Servicescape 2-9 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 3 – Not Delivering to Service Standards (The Service Performance Gap) Chapter 11 – Employees’ Roles in Service Delivery Chapter 12 – Customers’ Roles in Service Delivery Chapter 13 – Managing Demand and Capacity 2-10 Chapter Conceptual Framework of the Book: The Gaps Model of Service Quality 2 Gap 4 – Not Matching Performance to Promises (The Communication Gap) Chapter 14 – Integrated Service marketing Communications Chapter 15 – Pricing of Services 2-11 Objectives for Chapter 2: The Gaps Model of Service Quality ? Introduce the framework, called the gaps model of service quality, used to organize this textbook. Demonstrate that the gaps model is a useful framework for understanding service quality in an organization. ? Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions. ? Show that four gaps that occur in companies, which w e call provider gaps, are responsible for the customer gap. ? Identify the factors responsible for each of the four provider gaps. 2-12 Gaps Model of Service Quality 2-13 The Customer Gap Think about a service you receive. Is there a gap between your expectations and perceptions of that service? We will write a custom essay sample on Services specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Services specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Services specifically for you FOR ONLY $16.38 $13.9/page Hire Writer What do you expect that you do not receive? 2-14 Key Factors Leading to the Customer Gap Customer Gap Customer Expectations ? Provider Gap 1: Not knowing what customers expect ? Provider Gap 2: Not selecting the right service designs and standards ? Provider Gap 3: Not delivering to service standards ? Provider Gap 4: Not matching performance to promises Customer Perceptions 2-15 Gaps Model of Service Quality ? Customer Gap: ? difference between customer expectations and perceptions ? Provider Gap 1 (Listening Gap): ? not knowing what customers expect ? Provider Gap 2 (Service Design Standards Gap): not having the right service designs and standards ? Provider Gap 3 (Service Performance Gap): ? not delivering to service standards ? Provider Gap 4 (Communication Gap): ? not matching performance to promises 2-16 Provider Gap 1 CUSTOMER Customer expectations Perceived Service COMPANY Gap 1: The Listening Gap Company perceptions of customer expectations 2-17 Key Factors Leading to Provi der Gap 1 2-18 Provider Gap 2 CUSTOMER COMPANY Customer-driven service designs and standards Gap 2: The Service Design and Standards Gap Company perceptions of customer expectations 2-19 Key Factors Leading to Provider Gap 2 2-20 Provider Gap 3 CUSTOMER COMPANY Service delivery Customer-driven service designs and standards Gap 3: The Service Performance Gap 2-21 Key Factors Leading to Provider Gap 3 2-22 Provider Gap 4 CUSTOMER COMPANY Gap 4: The Communication Gap External Service delivery communications to customers 2-23 Key Factors Leading to Provider Gap 4 2-24 Gaps Model of Service Quality 2-25 Gaps Model of Service Quality Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided? 2-26 Gaps Model of Service Quality Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided? †¢ I wish my oil change service could be done at my home, or where I work, so that I would not have to drive to a specific location and wait in line. †¢ I wish my dry cleaning service would pick up clothes from my home and deliver them to my home. †¢ I wish my bank would allow me to make additional mortgage payments (or, student loan payments) online rather than having to physically go into the bank and execute a teller-assisted transaction. †¢ I wish my gas station would check under the hood of my car like they used to do many years ago. -27 Gaps Model of Service Quality †¢ If you were the manager of a service organization and wanted to apply the gaps model to improve service, which gap would you start with? †¢ Why? †¢ In what order would you proceed to close the gaps? 2-28 Gaps Model of Service Quality If you were the manager of a service organization and wanted to apply the gaps model t o improve service, which gap would you start with? Why? In what order would you proceed to close the gaps? The most efficient way to use the gaps model is to begin with provider gap 1, determining what customer expectations are. This allows the company to concentrate on the factors that will have the greatest impact on improving service quality. Following the gap 1 with gap 2, then gap 3 is the best progression. Gap 2 ideally would result in service design and service standards that are based on gap 1’s findings about customer expectations. Then gap 3, the most complicated gap to close, would be informed by what is found in the first two gaps. 2-29 Gaps Model of Service Quality †¢ Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? †¢ How? 2-30 Gaps Model of Service Quality Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? How? Gap 4, which deals with lowering customer expectations, can be closed at any time. While the first three gaps are concerned with raising company performance to meet expectations, gap 4 aims to lower customer expectations to meet perceptions. The two approaches to closing the customer gap operate on different principles and therefore can occur independently. Incidentally, closing gap 4 can be more economical than closing the other gaps. 2-31 Gaps Model of Service Quality Which of the four provider gaps do you believe is hardest to close? †¢ Why? 2-32 Gaps Model of Service Quality Which of the four provider gaps do you believe is hardest to close? Why? Gap 3 is the hardest to close because it requires coordination of all of the human resources issues in a company—training, incentives, communication, hiring, teamwork, and empowerment. Changing any one of these is difficult but changing them all, and getting them coordinated with each other, is extremely challenging. In addition to the employee factors that must be considered in closing gap 3, the customer must be managed. -33 DETERMINANTS OF PERCEIVED SERVICE QUALITY Ways to Use Gap Analysis ? Overall Strategic Assessment: ? How are we doing overall in meeting or exceeding customer expectations? ? How are we doing overall in closing the four company gaps? ? Which gaps represent our strengths and where are our weaknesses? 2-35 Ways to Use Gap Analysis ? Specific Service Implementation ? Who is the customer? What is the service? ? Are we consistently meeting/exceeding customer expectations with this service? ? If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service. ) 2-36