Case Study : Bella Italia 's Service Quality

Everybody has a favorite place to eat. Eating out can be a very pleasant experience or a disastrous one. People are free to choose from a wide range of different restaurants where to spend time and have a meal. Although, not all restaurants are the same and each has different characteristics regarding class, interior, cuisine and service. This paper provides a comparison of 4 different restaurants (fast food, casual, upscale): McDonald’s, Panda Express, Applebee’s and Delmonico’s.

The main purpose of this research study is to come up with a strong analysis on the performance level the restaurant. The following objectives have been brought forward with regard to this purpose.

The analysis done at 5% significance lever show that overall customer satisfaction was significantly related to average meal price and the type of restaurant. The regression equation show that an increase in meal expenditure means the more the customer is satisfied. The multiple regression equation indicates that Italian customer is more satisfied compared to seafood restaurant.

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.

We live in a culture where we want everything fast and easy, and in recent years we have seen the fast and casual restaurant business increase. This fast and casual increase has not just been in the pizza market, but in Mexican, Chinese, burgers, etc. Fast-casual has become the new buzz word. Independent pizza chains have fared worse than the larger pizza chains with sales declining by 5%, but the larger pizza chains showing growth of almost 3.8%. A case study on competitive service quality improvement (CSQI) in the fast food industry was conducted and the results revealed aspects of service, rather than product, were key in differentiation in the saturated market This is not surprising since it becoming more and more difficult to differentiate product. The competitive advantage opportunity lies within the ability to personal and accommodate the customer's experience (Seok-hoon, Yong-pil, 2004). Changes in the next decade will center around increased technology for improving the customer experience along with providing fast and easy service. Pizza chains will focus on quick service while maintaining quality that includes fresh ingredients, and ramping up the delivery

From the practical perspective, this study will be a guideline to food providers in order to improve in terms of food quality, price and value, and also the ambiance to influence customer satisfaction, return intention and word-of-mouth in caferteria UiTM Cawangan Selangor. The university student is currently influencing the expansion of university food service. Other than that, university students are not tolerating with the poor quality of food served by the university dining service. This is align with the government’s mission to provide cheaper price and at the same time still maintaining the quality of the food for lower income staff and the

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

Customer service relates to the service provided by staff to the customer’s throughout the whole purchase or dining experience. The quality of customer service should be one of the most important parts of running a successful business. It is important to provide good customer service to all customers including regular customer’s as well as new customers. Although good customer service can take extra resources, time and money it can generate positive feedback and reviews about your service, this will help to grow the business in the long run. Good customer service includes: wait time, polite and respectful service and quality of products although polite and respectful service may differ from each employee the wait time is dependent on the business and process of service of food.

The fast food restaurant industry is highly competitive nowadays. It provides the same kinds of food around the world. Customers feel satisfied with short waiting time and low prices. And to guarantee the high quality services, it is important for companies to have an effective internal control of the restaurant. Yoshinoya, as one of the largest Japanese restaurant chain and global brand with more than 1,400 worldwide locations, announced four new restaurant openings in their core U.S. market of California, Texas and New York. In order to stay competitive in the market, Yoshinoya hired the professional consulting group to provide advice of how to improve service quality. This white paper will examine the operations of

The initial efforts of defining and measuring quality have primary focused on goods since the end of 1970s (e.g., Clark et al, 1987; Garvin, 1984). Crosby (1979) described goods quality as to reach or exceed standards. Garvin (1983) suggested that goods quality could be evaluated by the incidence number of failures which occur either before a product leaves the factory or after a unit is set up in the field. Compared with the discussions on goods quality, service quality had been explored rarely then (e.g., Sasser, Olsen & Wyckoff, 1978; Gronroos, 1982; Lewis & Booms, 1983).

This chapter covers the theory for the concepts of service quality and service excellence and lays a foundation for Chapter 3 - Literature Review. The chapter begins by reviewing the concept of service quality and the related concepts such as service quality expectation, service performance and service outcomes. Then the concept of customer satisfaction as an outcome of service delivery is discussed.

Performance - this refers to the characteristics of a product made. This can make or break a company depending on how the consumer is contented.

According to the definition of the expectation, in order to understand the need and wants of customer, combination of research and market experience is necessary. There are number of exogenous factors including their previous services experience and expectation of the brand which provide cues about the level of service. This is what being referred as customer expectation. Moreover, in order to understand the expectation of guests, the complex issues because of service transaction which is known as moment of truth, are social acts between individual employees and guests (NORMAN, 1991). This is considered as management perception service quality gap. In addition service quality is linked with expectation. If the employees have been asked to fulfill the expectation of the customer by providing them with the quality of service, unfortunately with the lack of training skills in their staff management and they are unable to interpret because of the complex guidelines. This is the reason of the bad quality of service. Customer satisfaction is co-related to customer expectation, perception and service quality because it is the responsibility of the employee to reduce the stress of the customer. If they will not do so then they will have to face the problem with the bad reviews towards their hotel, restaurants, motels, etc. If they create a pleasant experience of their customers by satisfying them with overall feeling of contentment with a interaction by solving their

According to Zeithaml, Parasuraman and Berry (1985), “the ability of the physical environment to influence behaviours and to create an image is particularly apparent for banks, restaurants, and hospitals”. Susskind & Chan (2000) describes that undoubtedly food and decoration are one of the strongest factor related to a highly appreciated and rated restaurants by customers than service. The significance of good food to boost sales, profit and customer satisfaction is undeniable, but, fascinatingly enough, many epicures disagree with the importance of ambience for their satisfaction. However, the décor of any restaurant is one of the major reasons which can influence customer’s perception of what is most important.

There are some studies which address the service quality and customer satisfaction in fast-food restaurants (FFRs)