Buffet Restaurant Case Study

4880 Words20 Pages
CHAPTER 1

The Problem and Its Background

Introduction It was the 18th century, and in France the modern day buffet was developed which soon spread across Europe. The original term buffet referred to the sideboard where all the various types of food was served, although, eventually this style of eating was converted to modern day buffets.

The perception of an “Eat all you can” Buffet restaurant has been essential issue for the food service industry for many years because people from different walks of life patronize buffet food service operations that are providing many variety food options and delivering fresh and tasty ingredients in a way that pleases them and resulting with increasing sales, profits, customer loyalty and customer satisfaction. Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. (Wikipedia – Customer Satisfaction)

In this study, the researchers will know how guests assess the different Buffet restaurants in terms of their service, food, and dining environment in order to achieve their satisfaction.
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The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their
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