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Journal articles on the topic 'Restaurant service'
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Lin, Shin-Yi, and Chia-Chi Chang. "Tea for Well-Being: Restaurant Atmosphere and Repurchase Intention for Hotel Afternoon Tea Services." Sustainability 12, no. 3 (January 21, 2020): 778. http://dx.doi.org/10.3390/su12030778.
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Afternoon tea has become a popular leisure activity in Taiwan. Most hotels, restaurants, and cafes have started to provide an afternoon tea service in addition to their regular menus. Restaurant atmosphere research has largely focused on single environmental factors in upscale restaurants. Several studies have indicated that a restaurant’s atmosphere influences the degree of customer satisfaction, thereby affecting their well-being and repurchase intention. However, the relationships between a restaurant’s overall atmosphere, its degree of service performance, and customer well-being have rarely been explored. This study utilized the Mehrabian–Russell environmental psychology model to investigate the relationships between hotel restaurant atmosphere, service performance, customer well-being, and repurchase intention for afternoon tea services. The results indicated that a hotel restaurant’s atmosphere and service performance influence customer well-being, which can positively affect customers’ repurchase intentions.
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Kotliarov, Ivan. "Monetization Management in Restaurant Business." Food Processing: Techniques and Technology 51, no. 1 (March 25, 2021): 146–58. http://dx.doi.org/10.21603/2074-9414-2021-1-146-158.
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Introduction. The traditional model of restaurant business demonstrates an asymmetry between the structure of the complex service provided by restaurants and the structure of the customer payments, as restaurants normally charge only the price of meals while providing customers with a place for eating and offering them waiter services. This asymmetry creates mutual misunderstanding between restaurants and customers and undermines the performance of restaurants. Therefore, it creates a demand for a new model of monetization of restaurant service that would take into account the complex nature of these services.
Study objects and methods. The paper reviews the existing practice of restaurant business. It focuses on the case study of the True Cost restaurant chain (Moscow, Russia), which is a typical example of the “true cost” model. Models of monetization are structured on the basis of strategic matrices method.
Results and discussion. The author described the non-economic and economic tools that can be used to capture the value created by the complex restaurant service and built a hierarchical model of monetization system. The “true cost” monetization model sets up separate prices for meals and dining room. The economic nature of this model presupposes a direct link between elements of customers’ payments, elements of the complex service provided by restaurants, and elements of cost – fixed and variable. The author defined advantages and disadvantages of the “true cost” model and assessed the possibility of using it in other sectors of service industry. The paper also introduces a structured system of monetization models in restaurant business.
Conclusion. The tradition monetization model blurs the nature of the restaurant services and reduces the financial results. Restaurants should implement monetization models that valorize all elements of the complex service. This goal can be chieved by pricing different elements of the complex service separately.
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Sun, Wan Lu, Hyesun Hwang, and Ji Hyung Hong. "Effect of Consumption Value of Restaurant Service on Consumer Satisfaction: Focusing on Consumer Experiences at a Chinese Franchise Restaurant." Family and Environment Research 58, no. 2 (May 21, 2020): 177–86. http://dx.doi.org/10.6115/fer.2020.013.
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This study examined consumer experiences on consumption value for the restaurant service and the effect of consumption value on consumer satisfaction. Consumption value was composed of four values: functional, social, emotional, and epistemic. Participants consisted of 407 consumers who live in Shanghai and have experience eating at Haidilao restaurant. The results of this study suggested that the perceived consumption value of the restaurant service varies by the socio-demographic backgrounds of consumers. Consumer satisfaction is affected by the epistemic, emotional, and functional values of the restaurant service. The effect of epistemic value on consumer satisfaction with restaurant service was the highest among all consumption values followed by emotional and functional values. There was no significant effect of social value on consumer satisfaction. This study showed that consumers pursue various values in the restaurant services which had a greater influence on consumer satisfaction than the functional value related to the primary purpose of restaurant services. As the consumer experience diversifies along with the globalized food service industry, it is necessary to improve the consumer satisfaction of restaurant services by investigating what values and experiences consumers pursue. The results of this study contribute to a consumer-oriented service design of restaurants by illuminating consumers’ experiences with consumption values that influence consumers’ satisfaction with the overall restaurant service.
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Cant, Michael Colin, and Cindy Erdis. "Incorporating customer service expectations in the restaurant industry: The guide to survival." Corporate Ownership and Control 8, no. 1 (2010): 485–93. http://dx.doi.org/10.22495/cocv8i1c4p7.
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With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants. This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.
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Liu, Chih-Hsing, Sheng-Fang Chou, Bernard Gan, and Jin-Hua Tu. "How “quality” determines customer satisfaction." TQM Journal 27, no. 5 (August 10, 2015): 576–90. http://dx.doi.org/10.1108/tqm-01-2013-0004.
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Purpose – The purpose of this paper is to develop a research framework to explain the relationship between overall restaurant quality and customer satisfaction. Design/methodology/approach – To test this model, the authors deploy 48 mystery shoppers to evaluate 496 Taiwanese restaurants. Further, the authors performed two different regression models and performing the Baron and Kenny (1986) procedure to test the hypotheses. Findings – This study investigates whether restaurants are susceptible to the quality and level of restaurant service, and the restaurant’s physical atmosphere. Further, this study investigates whether these two constructs are likely to improve customers’ perception of restaurant quality, and whether such a strategy may also lead to customers’ satisfaction and facilities word-of-mouth recommendations. Practical implications – The evidence suggests that the construct of “restaurant service” and “physical atmosphere” are strong determinant of improving customers’ perception of overall quality of restaurant. That is, there is a tendency to innovate when restaurant managers prioritize customers’ satisfaction. Further, managers who believe that service and physical atmosphere issues are top priorities will also improve the overall quality in their restaurants. Originality/value – Measuring the relationships between Michelin star evaluation criteria via a large observation sample is rare in the present literature. As far as the authors know, this is the first paper to exam the relationships between Michelin star evaluation criteria.
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Dr. Raheem Bux, Soomro, Brohi Noor Ahmed, Memon Khair Muhammad, and Gilal Rehman Gul. "Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model." Sukkur IBA Journal of Management and Business 6, no. 2 (January 22, 2020): 1. http://dx.doi.org/10.30537/sijmb.v6i2.485.
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The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.
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Reddy, Kothapally Nithesh, and Dr B. Indira Reddy. "Restaurant Review Classification Using Naives Bayes Model." Journal of University of Shanghai for Science and Technology 23, no. 08 (August 19, 2021): 646–56. http://dx.doi.org/10.51201/jusst/21/08443.
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Numerous restaurants fight for the best quality for clients in the increasingly competitive restaurant sector. A restaurant is a business that demands more attention to customer care through continually enhancing customer service. The situation has an effect on the restaurant’s brand image, which is shaped by whether or not consumers are happy. Restaurant patrons may choose to benefit from others’ experiences by evaluating restaurants based on a range of factors, including meal quality, service, ambience, discounts, and deservingness. Users may leave reviews and ratings of companies and services, or just comment on other reviews. From one standpoint, bad (negative) reviews may influence how potential consumers make purchasing decisions. Sentiment analysis is a technique for determining the emotional content of a text that may be used to evaluate product/service reviews. Additionally, we may categorise them as positive or negative emotions. Understanding how the general public feels about various entities and products enables more relevant marketing, recommendation systems, and market trend research. Prepossessed data is collected, and then categorization is performed using a confusion matrix. This study enables us to create a report on the public’s perception of a particular restaurant. We developed a machine learning model and trained it using Bernoulli’s Naive Bayes classifier. Additionally, we evaluated the classifier’s performance on the test sample using evaluation matrices such as prediction, accuracy, recall, and F1 score. Customer review research has a significant influence on a business’s growth strategy.
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Jung, SoYeon, Michael Dalbor, and Seoki Lee. "Internationalization as a determinant of systematic risk: the role of restaurant type." International Journal of Contemporary Hospitality Management 30, no. 8 (August 13, 2018): 2791–809. http://dx.doi.org/10.1108/ijchm-06-2017-0321.
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Purpose The purpose of this study is twofold: to investigate the relationship between restaurant firms’ internationalization and systematic risk, and to further examine the relationship between internationalization and systematic risk based on the type of restaurant firm (i.e. limited-service vs full-service restaurants). Design/methodology/approach This study analyzes data from US-based publicly traded restaurant firms by estimating systematic risk based on the Carhart four-factor model and by performing a two-way random-effects model. Findings Findings support not only the risk-reduction effect of internationalization on systematic risk but also the moderating effect of the role of restaurant type on the relationship between internationalization and systematic risk. More specifically, the risk-reduction effect of internationalization on systematic risk is greater for limited-service than full-service restaurants. Practical implications The findings of this study can provide restaurant executives with more confidence in pursuing internationalization as part of their risk management strategy, acknowledging that more international operations could mitigate restaurant firms’ systematic risk. More specifically, limited-service restaurants can more significantly enjoy the risk-reduction benefits by increasing their international operations than full-service restaurants based on the findings of this study. Furthermore, risk-averse investors could consider purchasing shares of limited-service multinational restaurants’ stocks to enjoy more risk-reduction benefits. Originality/value By focusing on the restaurant industry with consideration for the restaurant type, this study provides more tailored recommendations for implementing internationalization strategies with regard to risk management.
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Suleman, Dede. "PERAN PAJAK RESTORAN TERHADAP PENERIMAAN DAERAH ADMINISTRASI JAKARTA TIMUR." Moneter - Jurnal Akuntansi dan Keuangan 6, no. 1 (April 1, 2019): 7–12. http://dx.doi.org/10.31294/moneter.v6i1.4703.
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one of the local taxes is restaurant tax. in this research, it will give a big picture of contributing restaurant tax to Jakarta Timuel's original revenue. Regional taxes are divided into three types, taxes levied by local governments, taxes collected based on national regulations, but income tariffs made by local governments. Restaurant tax is a service provided by payment, a service provided by a restaurant called service includes the sale of food and / or drinks consumed by the buyer, whether consumed at the service place or elsewhere. The subject of restaurant tax is an individual or entity that makes payments to restaurants or restaurants, cafes, bars and the like, while taxpayers are individuals or entities that run restaurants. The restaurant tax rate set is 10%. restaurant tax revenue increases every year and can exceed the target set only in 2014 restaurant tax revenue is only 82%. restaurant tax contribution increases every year for East Jakarta administrative city tax revenues, which has a significant influence in 2014 amounting to 46.78% and 2015 at 50.19% and 2016 at 55.69%
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Trafialek, Joanna, Ewa Czarniecka-Skubina, Jurgita Kulaitiené, and Nijolė Vaitkevičienė. "Restaurant’s Multidimensional Evaluation Concerning Food Quality, Service, and Sustainable Practices: A Cross-National Case Study of Poland and Lithuania." Sustainability 12, no. 1 (December 27, 2019): 234. http://dx.doi.org/10.3390/su12010234.
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The purpose of this study was to identify and analyze consumer choices and evaluate the restaurant service quality, including quality of meals and services, and sustainability practices in restaurants in Warsaw and Kaunas. Our research was conducted using a sample of 1200 adult Poles and Lithuanians. Polish and Lithuanian consumers used catering services with varying frequencies. Different elements influenced their choice of restaurant. However, the common feature was the quality of meals, which in Lithuania was compared only with the price of meals, and with other elements in Poland. In the context of restaurant’s sustainable practices, it has been revealed that surveyed consumers had only partially fit into the contemporary consumption trends. In both countries, consumers have appreciated the use of reusable cutlery and crockery, as well as local and seasonal ingredients, while they did not pay attention to sustainable restaurant practices, such as the use of alternative sources of protein, environmentally friendly forms of energy, and reducing waste and minimization of food losses. The use of cluster analysis and principal component analysis (PCA) allowed a comprehensive assessment of consumer opinions on restaurants in terms of meal quality and service as well as sustainable practices. Restaurateurs should monitor the satisfaction of their customers and recognize the changing needs and habits of consumers.
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Kueh, Karen Meng Koon, Boo Ho Voon, Lois Unggah, and Raymond Chali. "Customers’ perception of restaurant service quality : evidence from Malaysia." Social and Management Research Journal 6, no. 1 (June 1, 2009): 33. http://dx.doi.org/10.24191/smrj.v6i1.5167.
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Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper presents the customers’ perception of restaurant service quality for a sample of 342 restaurant customers in Malaysia. The results showed that customers were generally satisfied with the service quality, price and variety of food. Reliability received the highest ratings followed by tangibles and responsiveness. Restaurants serving Western cuisine were rated better than the restaurants serving local food. Customer-perceived restaurant service quality was significantly correlated with the customer satisfaction and loyalty. Age and ethnic background did not affect perception of foodservice quality whereas gender influenced perceptions of food variety and overall satisfaction.
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Kapera, Izabela. "Hotel gastronomy as viewed by customers." British Food Journal 117, no. 12 (December 7, 2015): 2993–3002. http://dx.doi.org/10.1108/bfj-02-2015-0077.
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Purpose – The purpose of this paper is to discuss the significance of hotel restaurants from the customer perspective, assess customer expectations, and provide guidelines for growth in the hotel restaurant industry. Design/methodology/approach – A total of 301 hotel guests staying at 26 hotels located in Malopolskie Voivodeship were surveyed. The research study also evaluated customer opinions of hotel restaurants and specific customer suggestions in the area of service quality. The survey participants were asked to rate the hotel in which they had actually stayed and its accompanying restaurant. Findings – Research has shown that 96 percent of hotel guests took advantage of hotel restaurant services while staying at their hotel. Breakfast was the most common service rendered by each studied hotel restaurant (90 percent). In addition, 44 percent of survey participants said that their choice of hotel is in part driven by the quality of restaurant services. The two key factors for hotel restaurant patrons are food quality and courteous service. Research limitations/implications – These type of data are very valuable to the hotel industry, as the number of hotel restaurant studies is limited. Practical implications – An understanding of customer expectations with respect to hotel restaurants, which are today perceived as integral parts of the total hotel experience, is useful in terms of developing the total offering for each given hotel in order to build competitive advantage. Social implications – Such research also has implications for hospitality and tourism in that it relates to the understanding of host-guest relationships. Originality/value – A review of the research literature suggests that hotel restaurants are not studied very often and shows the lack of research papers in this area.
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Cant, M. C., and C. Erdis. "Incorporating Customer Service Expectations In The Restaurant Industry: The Guide To Survival." Journal of Applied Business Research (JABR) 28, no. 5 (August 21, 2012): 931. http://dx.doi.org/10.19030/jabr.v28i5.7235.
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<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; text-indent: 0in; mso-pagination: none;" class="MsoBodyTextIndent"><span style="font-family: Times New Roman; font-size: x-small;">With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants.<span style="mso-spacerun: yes;"> </span>This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder.<span style="mso-spacerun: yes;"> </span>Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.</span></p><span style="font-family: Times New Roman; font-size: small;"> </span>
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Ahmed, Ammar. "Factors affecting Customer Retention in the Restaurant Industry: Moderating Role of Restaurant Location." IBT Journal of Business Studies 15, no. 2 (2019): 95–108. http://dx.doi.org/10.46745/ilma.jbs.2019.15.02.07.
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This study investigated the main effects of service quality and price fairness on customer retention. The study also investigated the moderating role of restaurant location in service quality, price fairness-customer retention relationships. Data collected from 182 customers visiting selected restaurants located in Multan city of Pakistan. The collected data relates to the chosen variables i.e. service quality, price fairness, restaurant location, and customer retention. The significant positive results of linear regression analysis revealed that service quality, price fairness and restaurant location predicted the customer retention. The results of step-wise multiple regression analysis revealed that restaurant location positively moderated the relationship of service quality and customer retention. It also revealed that restaurant location positively moderated the relationship of price fairness and customer retention. This study may have practical implications for human resource managers regarding recruitment decisions. It may have importance for restaurant managers or owners regarding quality of service and pricing plans which are true reflection of the services provided. Similarly, they may give due consideration to the location factor while launching a food service business. On the basis of the findings of the study, conclusions have been made and recommendations and directions for further research have been offered.
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Kim, Og Yeon, Sunhee Seo, and Vieta Annisa Nurhidayati. "Scale to measure tourist value of destination restaurant service." International Journal of Contemporary Hospitality Management 31, no. 7 (July 8, 2019): 2827–44. http://dx.doi.org/10.1108/ijchm-05-2018-0443.
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Purpose The purpose of this study is to develop a measurement scale to explain how international tourists, as consumers at destination restaurants, evaluate their dining experiences. Design/methodology/approach The measurement scale was developed using a three-stage process: initial item generation, scale development and scale evaluation. A total of 369 self-administered questionnaires validated the developed scale. Findings The results showed five dimensions of value of destination restaurant services: service quality value, authentic experience value, emotional experience value, social value and utility value. The scale, comprising 40 items, was reliable and valid for assessing the value of destination restaurant services. Research limitations/implications This scale revealed new items that help explain the value of various destination restaurant services among international tourists. The developed scale could be used to extend the research model with antecedents of value and consequences of value for destination restaurant services. Practical implications Considering the popularity of food tourism among international tourists, the developed scale should be useful in assessing how tourists value destination restaurant services, thereby helping restaurant managers create effective marketing strategies. Originality/value This study contributes with a new, reliable and valid measurement scale that was specifically developed to address the unique value of destination restaurant services.
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Pan, Huifeng, and Hong-Youl Ha. "Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic." Sustainability 13, no. 17 (August 29, 2021): 9694. http://dx.doi.org/10.3390/su13179694.
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Extant hospitality literature has tended to view the dimensions of service quality as primarily complementary or differential in nature. However, studies of the similarities and differences between the two types of service quality have been limited. This study investigates how restaurant image and customer orientation affect the relative importance of both process and outcome service quality in customer satisfaction, focusing on restaurants during the COVID-19 pandemic. Using a moderated moderation process and macro-based approach (M = 3), our findings show that process service quality impacts restaurant satisfaction; however, they also reveal that outcome service quality has a stronger main effect on restaurant satisfaction than process service quality. In particular, the findings show that the negative impact of the relationship between process (or outcome) service quality and restaurant image on restaurant satisfaction is insignificant when customer orientation is low. On the other hand, the same relationship has an even stronger positive effect on restaurant satisfaction when customer orientation is high. These findings have implications for restaurants’ efforts to develop and improve service quality, and bolster customer orientation, helping them identify more effective strategic approaches during and after the COVID-19 pandemic.
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Hartini, Sri, and Lesti Hartati. "ANALISIS PREFERENSI MASYARAKAT TERHADAP RESTORAN CEPAT SAJI DI KOTA BOGOR." JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) 3, no. 1 (June 30, 2017): 16–28. http://dx.doi.org/10.34203/jimfe.v3i1.436.
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ABSTRACTThe objectives of this research are: (1) to identify the most important environmental factors that led to a variety of consumer preferences for fast food restaurants in Bogor; (2) to measure the relative performance of consumer satisfaction attribute in fast food restaurant industry in Bogor by using approach of importance performance analysis; and (3) to identify the pattern of competition among fast food restaurants in Bogor City with the use of SPSS scoring method. Data analysis method used is Fischbein analysis consist of quantitative analysis and qualitative analysis. The results showed that: 1) hygiene factors should be put forward because the concept of fast food restaurants attract more consumers from middle to upper economic level, and of course it is critical to give an assessment of the condition or circumstances in all aspects of the service from fast food restaurants; 2) the level of service provided to the consumer most attributes are in the low priority position matrix with the percentage of 53%, the attribute on the matrix to maintain the achievement is in the second with the percentage of 33%, followed by the main priority attribute is only 9% and the last attribute on the matrix excessive with percentage of 5%. This means there are still many attributes that do not have significant effectiveness to the services provided by each attribute; 3) can be determined the average total scoring of KFC restaurant (20.56, 14%), McD restaurant (18.29, 12%), Pizza Hut restaurant (16.67, 11%), Trio restaurant (15.98,11%), restaurant of Simpang Raya (15.96,11%), Burger Kings restaurant(15.87,10%, Rumah Anai restaurant, (15.18; 10%), and Dominos restaurant (14.83,10%).Keywords: Community Preference, Fast Food Restaurant, and Bogor City
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Kukanja, Marko, and Tanja Planinc. "Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality." South East European Journal of Economics and Business 14, no. 2 (December 1, 2019): 67–81. http://dx.doi.org/10.2478/jeb-2019-0014.
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Abstract The main goal of this study is to investigate whether higher (cost-effective) operational efficiency in restaurants can be achieved without lowering the perceived level of service quality. This study also investigates the importance of restaurants’ size on operational efficiency and on the perceived level of service quality. We present the methodological procedures used to investigate the relationships among restaurants’ operational efficiency, size, and service quality after presenting the conceptualization of the cost-effective service excellence (CESE) research construct. The restaurants’ efficiency was assessed using Data Envelopment Analyses and the DINESERV tool was implemented to analyse guests’ perceptions of service quality. Guests of low- and high-efficient restaurants perceive service quality based on the same quality dimensions. Based on the structural equation modelling, it is evident that CESE can be achieved in the restaurant industry. The restaurant size has proven to influence restaurants’ operational efficiency and guests’ quality perceptions.
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Meyers, Don. "Restaurant Service:." Cornell Hotel and Restaurant Administration Quarterly 32, no. 1 (May 1991): 69–73. http://dx.doi.org/10.1177/001088049103200117.
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Stella, Stella, and Eko Harry Susanto. "Analisis Kualitas Pelayanan pada Restoran XYZ dalam Rangka Mengukur Kepuasan Pelanggan." Jurnal Manajemen Bisnis dan Kewirausahaan 1, no. 1 (August 2, 2019): 08. http://dx.doi.org/10.24912/jmbk.v1i1.4740.
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The good quality of the service is one of important aspect for any restaurants, especially for various old restaurants in Jakarta to stay in the completion in this industry. In this research, the researcher used XYZ Restaurant as the object of this research to give feedback to XYZ Restaurant to know whether their service quality has already met their customers' expectation, so that XYZ Restaurant can keep competing in this global competition. XYZ Restaurant is Chinese Food restaurant that can be said has been long enough in this industry, We live in the era where food and restaurant business is continuously expanding in Indonesia, whether in a similar business or not, from traditional as well modern. Writer used service quality for the method in this research and dimensions that measured are tangibility, reliability, responsiveness, assurance and empathy, in which compares perception or what customer’s feels compared with what customer expect from the dimensions. From the calculations performed by the writer, overall, XYZ Restaurant score of service quality is negative it means perception score is lower than expectation score. Therefore, XYZ Restaurant need to fix dimension of Tangibility and Assurance, because is lower than customer’s expectation. Meanwhile for reliability dimension, Responsiveness dimension and Empathy dimension have to be in keep because its already higher than customer expectation. Overall, XYZ Restaurant need to fix their service quality because their service is haven’t meet customer’s expectation.
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Liu, Ming, and Yu Fang Yu. "The Impact of Consumers’ Beliefs on Attitudes and Patronage Intention Toward Green Restaurant in Taiwan." Advanced Materials Research 524-527 (May 2012): 3501–4. http://dx.doi.org/10.4028/www.scientific.net/amr.524-527.3501.
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Since 1990, the Green Restaurant Association (GRA), a United States based national non-profit organization, has led the green restaurant movement by providing certification for restaurants to become more environmentally responsible. Certification services include rating existing restaurants and food service operations with points in seven environmental categories. The present study intended to employ Fishbein and Ajzen’s Theory of Reasoned Action (TRA) to examine and understand the impact of consumers’ beliefs on attitudes and patronage intention toward green restaurant in Taiwan. A total of 389 respondents completed a survey conducted at the downtown hectic transit station of Taipei’s Metro system. The results of a structural equation analysis revealed that consumers’ beliefs of green restaurant positively affected their attitudes and patronage intentions toward green restaurant. Implications and suggestions for future research are discussed.
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Brain, Arthur Donald. "Increasing wine sales through customised wine service training – a quasi-experiment." International Journal of Wine Business Research 31, no. 1 (March 11, 2019): 29–47. http://dx.doi.org/10.1108/ijwbr-05-2018-0018.
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Purpose The selling of wines is usually performed by a sommelier in the context of an upmarket restaurant. However, many restaurants cannot afford to employ a sommelier and must rely on the food and beverage service personnel to assist customers with the selection of wine. The food and beverage service personnel are generally not qualified to do this. Restaurants usually do not provide training with regard to wine knowledge, wine service skills and wine selling skills. The purpose of this paper was to establish whether wine service training had an influence on the wine sales of a restaurant. Design/methodology/approach A quasi-experimental research design used two restaurants from the same franchise. One restaurant was the control group while the other was the experimental group. Wine sales were monitored and recorded for a period of three months, the second month being used for the training intervention of the experimental group. Findings Although the results were not statistically significant, the results indicated that wine service training increased the wine sales in the restaurant of the experimental group. Originality/value This study contributes to the literature in the South African hospitality sector and establishes that wine service training is a necessity for wine sales to explore further in the restaurant industry.
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Clemes, Michael Daniel, Zurinawati Mohi, Xuedong Li, and Baiding Hu. "Synthesizing moderate upscale restaurant patrons’ dining experiences." Asia Pacific Journal of Marketing and Logistics 30, no. 3 (June 11, 2018): 627–51. http://dx.doi.org/10.1108/apjml-06-2017-0115.
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PurposeThe purpose of this paper is to develop and test a comprehensive hierarchical model of the interrelationships among five higher order marketing constructs (service quality, customer satisfaction, perceived value, restaurant image and behavioural intentions) for moderate upscale restaurants in Malaysia. A third order conceptualisation of service quality is also included in the empirical analysis.Design/methodology/approachThe data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equations.FindingsService quality, customer satisfaction and restaurant image all have a strong, positive impact on the behavioural intentions of moderate upscale restaurant patrons. Service quality, perceived value and restaurant image are also important determinants of customer satisfaction. Behavioural intentions to re-patronise a restaurant and recommend it to friends are influenced more strongly by restaurant image than by customer satisfaction. Three primary dimensions and ten pertaining sub-dimensions are modelled in the third order conceptualisation of service quality. The primary and sub-dimensions also vary in importance amongst the customers in the sampling frame.Originality/valueThis is the first empirical research that develops and tests a comprehensive hierarchical model for moderate upscale restaurants to provide a complete and integrative analysis of a service setting. The interrelationships among service quality, customer satisfaction, perceived value restaurant image and behavioural intentions are assessed. A third order conceptualisations of service quality is also included in the modelling framework.
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STAVSKA, Yuliia, and Liudmyla YAKHNO. "FORMATION OF COMPETITIVE ADVANTAGES OF RESTAURANT BUSINESS IN UKRAINE UNDER THE CONDITIONS OF EUROPEAN INTEGRATION." "EСONOMY. FINANСES. MANAGEMENT: Topical issues of science and practical activity", no. 2 (56) (June 29, 2021): 181–96. http://dx.doi.org/10.37128/2411-4413-2021-2-13.
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The article examines the process of intensive development and globalisation of the restaurant business in Ukraine as a part of the service sector of the economy exposed to many factors different in strength, duration and areas of influence in the context of European integration. The article is devoted to the consideration of positive and negative factors influencing the development of hospitality. Among them are extensive and intensive. The development of hotel-restaurant business, its impact on the quality of life of citizens of Ukraine is considered. Particular attention has been paid to the changes and approaches which took place in the work of restaurants in pandemic and quarantine restrictions. The analysis of development of restaurant economy of Ukraine in 2003-2020 was carried out. There was a significant reduction in restaurants during 2014 - 2020. The direct dependence of the state of the restaurant industry of Ukraine on the development of its economy has been substantiated. It has been proved that the enterprises of the hospitality industry are gaining popularity, intensive development in conditions of political and economic stability, stable economic situation of visitors to restaurants, as well as preserved cultural heritage. Thus development of restaurant business is carried out in the conditions of European integration under the approved programmes. There is an introduction of new forms and methods of service. The analysis shows the relationship between the development of the restaurant business and integration processes. As a result of the study, an algorithm for assessing the level of competitiveness of restaurants was developed. The key criteria for the competitiveness of the restaurants have been established, namely: the level of customer satisfaction, quality of services provided, efficiency of management and organization processes in the restaurants, the level of corporate and social responsibility, competitive strategy of the restaurant and the competitive environment.
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Abu Hassan, Suzanawati, Nur Aqilah Hassan, Teoh Yeong Kin, Norpah Mahat, and Anas Fathul Ariffin. "Companies’ Perspectives on Factors Affecting Consumer Satisfaction in Fast-Food Restaurant using Fuzzy AHP." Journal of Computing Research and Innovation 6, no. 3 (September 13, 2021): 42–52. http://dx.doi.org/10.24191/jcrinn.v6i3.228.
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In today's world, the fast-food restaurant has become a popular sort of eatery. The fast-food industry's expansion is always changing in response to customer requests in order to meet their needs. As a result, clients have a wide range of fast-food restaurants to choose from in order to satiate their hunger. Clients' contentment with restaurants will influence not just the image of the establishments, but also the services offered by their employees as they strive to entertain and deliver the best possible service to their paying customers. However, the competition between the restaurants have caused certain restaurants to gain lower profits as the customers’ satisfaction is not fulfilled for certain factors. Price, food quality, service quality, restaurant atmosphere, promotion, customer expectations, and brand are all elements to consider. This study was conducted to analyse the importance of factors in customer satisfaction in a fast-food restaurant in Perlis. In this study, the method applied is the Fuzzy Analytical Hierarchy Process (AHP) to rank the factors that have a high impact on customer satisfaction. The selected fast-food restaurants were McDonald (McD), Kentucky Fried Chicken (KFC), Pizza Hut, Domino’s Pizza, Marrybrown, and Subway. The primary data collected through the questionnaire were analysed by experts, the manager of the fast-food restaurant selected. The findings show that in a fast-food restaurant, the quality of service with 0.2188 of normalized weight is the most important factor in customer satisfaction, and the price with 0.0436 of normalized weight is the least significant. The role of the manager and the staffs were thus evidently more important in customer satisfaction than the price offered.
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Hussain, Murad, Hafiz Ullah, Sheikh Raheel Manzoor, and Khurshed Iqbal. "The Effect of Extrinsic Product Cues and Customer Services/Sales Personnel on Restaurant Image, KPK, Pakistan." International Journal of Learning and Development 1, no. 1 (October 16, 2011): 40. http://dx.doi.org/10.5296/ijld.v1i1.1093.
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Abstract This research study analyzes the effect of extrinsic product cues (store name, brand name, price) and customer service on restaurant image of Khyber Pakhtunkhwa (KPK), Pakistan. The self-administered questionnaire was distributed among the customers of six well known restaurants of two cities of KPK, Pakistan. The names of these two cities are Peshawar and Kohat. This research study uses regression and correlation techniques in order to analyze the relationship as well as effect between extrinsic product cues (store name, brand name, price) and customer service on restaurant image. The result of the study demonstrates that there is a significant positive impact of predictors on the response variable. The study recommends favorable extrinsic product cues and customer services enhance the image of the restaurant. Future research areas have also been indicated in this study. Key words: Brand name, Store name, Price, Customer service & Restaurant image
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Freitas, André Luís Policani, and Marta Duarte De Barros. "Percepção dos clientes quanto a qualidade em um restaurante a la carte: uma análise exploratória." Sistemas & Gestão 11, no. 1 (March 31, 2016): 8–16. http://dx.doi.org/10.20985/1980-5160.2016.v11n1.705.
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ResumoO turismo é uma das atividades econômicas mais promissoras atualmente e o sucesso dessa atividade depende de vários setores de serviços, dentre eles o de restaurantes. Diversos estudos têm sido desenvolvidos com o objetivo de avaliar a qualidade dos serviços em restaurantes, buscando identificar as necessidades, as expectativas e os atributos mais importantes do serviço oferecido segundo o ponto de vista dos clientes. Entretanto, geralmente estes estudos consideram dimensões e atributos diferenciados, com foco em estabelecimentos com características específicas, como por exemplo, restaurantes a La Carte e Self- Service. Visando contribuir para a análise deste problema, este artigo empregou uma abordagem metodológica baseada em modelos e estudos existentes para avaliar a qualidade em um restaurante à luz de dimensões e itens inerentes a este segmento, segundo a percepção dos clientes. O estudo foi realizado em um restaurante a La carte localizado em um município do estado do Rio de Janeiro, Brasil. O emprego do coeficiente Alfa de Cronbach revelou que todas as dimensões foram consideradas confiáveis. Os resultados revelaram que diversos itens críticos estão associados às condições do ambiente (servicescapes), além de itens relacionados a facilidades proporcionadas a portadores de necessidades especiais. Acredita-se que a abordagem utilizada seja aplicável à avaliação da qualidade em outros tipos de restaurantes. AbstractNowadays, tourism is one of the most promising economic activities and the success of this activity depends on the several service sectors, such as restaurants sector. Several studies have been developed with the aim to assess the quality of the service in restaurants, trying to identify the needs, the expectations and the most important attributes of the service concerning the customersâ point of view. However, in general these studies consider different dimensions and attributes, with focus in establishments with specific characteristics, such as, self-service and full-service restaurants. In order to contribute for the analysis of this problem, this article applied a methodological approach based on existing models and studies to assess the quality rendered by restaurants regarding dimensions and items inherent to this segment, according to the customersâ perception. The study was performed in a full-service restaurant, in a municipality of Rio de Janeiro state, Brazil. Cronbachâs Alpha analysis showed that all dimensions were reliable. Several critical items are related to ambient conditions (servicescapes) and to issues concerning disabled people. It is believed that the referred approach is applicable to assess the quality in other kinds of restaurants.
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Uslu, Abdullah. "The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere." Tourism & Management Studies 16, no. 4 (October 31, 2020): 23–35. http://dx.doi.org/10.18089/tms.2020.160303.
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The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was determined that the service quality dimensions of the restaurants have effects on satisfaction and eWOM. In addition, restaurant atmosphere has been found to have a moderating effect on the effect of service quality dimensions on eWOM in restaurants.
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Boo, Ho Voon. "Service Environment of Restaurants: Findings from the youth customers." Journal of ASIAN Behavioural Studies 2, no. 2 (January 1, 2017): 67. http://dx.doi.org/10.21834/jabs.v2i2.183.
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The relatively service-driven restaurant industry is becoming more important in generating income for many Asian countries and hence the service performance of the restaurants must be well understood and managed. The key determinants for restaurant service quality need to be identified, especially for the important segment such as youth customers. Therefore, this paper aims to explore the importance of service environment (servicescape and human service), food quality and price from the youth customers’ perspective. The types of restaurant investigated were the fine dining (n1 = 145), fast food (n2 = 147), and food court (n3 = 117) restaurants. Duly completed structured questionnaires (n = 409) were collected. The key determinants on satisfaction and loyalty were mainly human service and price. However, the impact of servicescape on customer satisfaction and loyalty was relatively smaller, except for fast food restaurants.
Keywords: Service environment, youth, restaurant.
© 2017 The Authors. Published for AMER ABRA by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
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Liu, Hongbo, Hengyun Li, Robin B. DiPietro, and Jamie Alexander Levitt. "The role of authenticity in mainstream ethnic restaurants." International Journal of Contemporary Hospitality Management 30, no. 2 (February 12, 2018): 1035–53. http://dx.doi.org/10.1108/ijchm-08-2016-0410.
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Purpose This paper aims to examine the effects of perceived authenticity at an independent, full-service mainstream ethnic restaurant and the moderating effects of diners’ cultural familiarity and cultural motivation on the influence of perceived authenticity on perceived value and behavioral intention. Design/methodology/approach A total of 417 self-administered questionnaires were collected from customers of an independent, full-service Italian restaurant in southeastern USA. The data analysis was performed using structural equation modeling. Findings Restaurant authenticity has a positive influence on perceived value. Respondents who are more familiar with and interested in Italian culture and food tend to attach more value to the restaurant authenticity. Respondents tend to use authenticity to convey quality judgment of the restaurant. Research limitations/implications First, this study advances previous literature on dining authenticity by incorporating cultural familiarity and cultural motivation. Second, this study extends the theoretical framework of perceived quality of ethnic restaurants by connecting authenticity perceptions and quality assessment. Practical implications Results suggest that the managers at independent, full-service mainstream ethnic restaurants should focus on the restaurants’ environment and atmospheric authenticity, especially for customers who possess cultural familiarity and cultural motivation, while also ensuring the quality of food and service. Originality/value This study makes an initial attempt at studying the role of authenticity in a mainstream ethnic restaurant context and adds to the knowledge of restaurant authenticity from the perspectives of cultural familiarity, cultural motivation and perceived quality.
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Chua, Bee-Lia, Shahrim Karim, Sanghyeop Lee, and Heesup Han. "Customer Restaurant Choice: An Empirical Analysis of Restaurant Types and Eating-Out Occasions." International Journal of Environmental Research and Public Health 17, no. 17 (August 28, 2020): 6276. http://dx.doi.org/10.3390/ijerph17176276.
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This study investigated restaurant customers’ perceived importance of key factors in accordance with dining occasions and restaurant segments. Our investigation into restaurant selection and situational factors present two types of empirical evidence regarding customers’ choice of restaurant. First, menu price was customers’ top priority in restaurant selections for full-service, quick-casual, and quick-service restaurants. Second, restaurant customers rated the importance level of restaurant selection criteria differently according to eating-out occasions. The importance of menu price was greatest for both quick meal/convenience and social occasion, brand reputation was the most important factor for business necessity, and word-of-mouth recommendation was greatest for celebration.
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Komiljonovna, Odilova Gulnoza. "Problems Of Menu Designing And Translation Issues." Restaurant Business 118, no. 8 (August 12, 2019): 13–51. http://dx.doi.org/10.26643/rb.v118i8.6899.
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this article researches problems of designing restaurant and café menus. Description of different menu types and graphical requirements of restaurant menu were discussed. Analyzing Uzbek restaurants and fast-food menus author forms table of evaluation design and translation of menu. Given recommendations can be used as marketing guideline in restaurant business and will help to increase service in restaurants , cafes and fast foods.
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Komiljonovna, Odilova Gulnoza. "Problems of menu designing and translation issues." Restaurant Business 118, no. 9 (September 26, 2019): 258–95. http://dx.doi.org/10.26643/rb.v118i9.8111.
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this article researches problems of designing restaurant and café menus. Description of different menu types and graphical requirements of restaurant menu were discussed. Analyzing Uzbek restaurants and fast-food menus author forms table of evaluation design and translation of menu. Given recommendations can be used as marketing guideline in restaurant business and will help to increase service in restaurants , cafes and fast foods.
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Jun, Jinhyun, Juhee Kang, and Sunghyup Sean Hyun. "Effects of third-party certification on patrons’ service quality evaluation in the luxury-restaurant industry." British Food Journal 119, no. 4 (April 3, 2017): 771–89. http://dx.doi.org/10.1108/bfj-06-2016-0272.
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Purpose The purpose of this paper is to incorporate third-party certification to test a theoretical model that demonstrates the effects of third-party certification on perceived food quality, perceived service quality, and trust and the effects of these factors on word of mouth (WOM) intentions in the context of luxury restaurants. It also investigates the moderating roles of attention to social comparison information (ATSCI) and the education level. Design/methodology/approach An online survey sent to customers who are patronizing luxury restaurants in the US 317 empirical data analysis was conducted using structural equation modeling. Findings Third-party certification facilitated patrons’ positive evaluation of food and service quality. In addition, this positive evaluation fostered trust in the restaurant. Finally, ATSCI and the education level had significant moderating effects on the relationship between third-party certification and patrons’ trust in the restaurant. Originality/value This study proposes risk-reducing effect of third-party certification on the luxury-restaurant business. Third-party certification is employed as a mechanism for communicating restaurant quality in food and service to patrons. Both stakeholders and patrons in the restaurant industry can obtain benefits from the third-party certification because it minimizes uncertainties and information asymmetries in luxury restaurants’ quality and service, and thus generating likelihood of WOM intentions.
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Yip, Janice, and Esa T. Mbouw. "The Effect of a Restaurant’s Physical Environment on Customer Repurchase Behaviour: A Case Study of An Upscale Restaurant." ICONIET PROCEEDING 2, no. 4 (February 14, 2019): 243–52. http://dx.doi.org/10.33555/iconiet.v2i4.42.
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With the increasing number of restaurants being opened annually, restauranteurs can not only pay attention to the food and service, but also to the restaurant’s physical atmosphere. This study focuses on DINESCAPE as the theory for physical environment. It aims to find whether or not the factors of DINESCAPE affect customer repurchase behavior in an upscale restaurant. This is a quantitative descriptive research and uses questionnaires to obtain its data.132 data from questionnaires are obtained from customers that have dined at Restaurant X. Restaurant X is an upscale restaurant located in the heart of Jakarta. Multiple linear regression isused to analyze the data and obtained the result. Result shows a strong relationship of 67,9% from physical environment towards customer repurchase behavior. Each hypothesis regarding the factors of DINESCAPE are accepted and shows that each factor of DINESCAPE affect customer repurchase behavior. Based on the findings, recommendations for Restaurant X include, but not limited to, improving the restaurant facility aesthetics such as lighting and themed decorations to stimulate repurchase behaviours.
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Erkmen, Ezgi, and Murat Hancer. "Building brand relationship for restaurants." International Journal of Contemporary Hospitality Management 31, no. 3 (March 18, 2019): 1469–87. http://dx.doi.org/10.1108/ijchm-08-2017-0516.
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PurposeThe purpose of this study is to examine the role of other customers in explaining customers’ relation with a brand. A conceptual model, which incorporates other customers along with atmospherics, food quality and service quality, is proposed to better understand how customers form their brand preference for fine dining restaurants.Design/methodology/approachA quantitative research methodology, using structural equation modeling, was adopted to understand the role of other customers along with other restaurant attributes. Data were collected from the customers of fine dining restaurants resulting in 324 usable surveys.FindingsThe findings supported the sequential link for: restaurant experience attributes – brand relationship and brand preference. While all restaurant attributes except other customers explain the satisfaction of customers, only service quality and other customers played a significant role in forming the brand image in the minds of restaurant guests. Overall, this study acknowledged the importance of both other customers and employees in fine dining restaurants’ branding.Research limitations/implicationsThe results suggest that customers in servicescape have a significant role in creating a successful brand image for restaurants. Moreover, service quality is also key to achieve a unique image, thereby suggesting that employees could be a source of differentiation and competitive advantage by managing their brand related behaviors.Originality/valueThis research was one of the first to study the role of other customers in restaurant service experience along with other attributes to assess customers’ brand relation and brand preference for fine dining restaurants.
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Manupada, Ni Putu Manacika, Ahyar Ismail, and Meti Ekayani. "WILLINGNESS TO PAY WARUNG MAKAN TERHADAP TPS 3R DI DESA BABAKAN KABUPATEN BOGOR." ECOTROPHIC : Jurnal Ilmu Lingkungan (Journal of Environmental Science) 13, no. 2 (November 30, 2019): 147. http://dx.doi.org/10.24843/ejes.2019.v13.i02.p03.
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Babakan is one of administrative villages in Bogor Regency where Institut Pertanian Bogor (IPB) is located. IPB has given social and economic impacts in Babakan that many small-scalled business developed and small-scalled restaurant has the most participators. These small-scale restaurants generate waste everyday and the waste is still managed with end of pipe practice where waste was hauled from collection point to disposal site without any intermediate treatment. Community based waste management with 3R (reduce, reuse, recycle) approach should be proposed to reduce waste at source. 3R Solid Waste Treatment Facilities (TPS 3R) is a facility that focused on reducing, reusing, and recycling waste at source comunally involved active roles from community and goverment. The objectives of this study are (1) Examining level of participation of small-scale restaurant owners if TPS 3R is built and implemented in Babakan. (2) Estimating Willingness to Pay (WTP) of small-scale restaurans owners to TPS 3R implementation planning. The results showed most of small-scale restaurant owners are willing to participate in both sorting waste at source and paying TPS 3R service if TPS 3R is being implemented in Babakan. Average WTP values for TPS 3R is Rp 32,037.04/month and it’s higher than existing rate of waste collection service, which shows small-scale restaurant owners have preference for TPS 3R.
Keywords: small-scaled restaurants; TPS 3R; waste management; willingness to pay
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Xu, Yang, EunHa Jeong, Ahmed E. Baiomy, and Xiaolong Shao. "Investigating onsite restaurant interactive self-service technology (ORISST) use: customer expectations and intentions." International Journal of Contemporary Hospitality Management 32, no. 10 (September 15, 2020): 3335–60. http://dx.doi.org/10.1108/ijchm-02-2020-0157.
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Purpose This study aims to investigate consumers’ intention to use onsite restaurant interactive self-service technology (ORISST) using a modified value attitude-behavior model. To extend the understanding of how consumers’ dining value focus could influence their intention to use ORISST, this study examines the conditional indirect effects of restaurant type (quick-service vs fine-dining) within the proposed model. Design/methodology/approach An online survey was developed and distributed to randomly selected respondents in the USA. A total of 588 (quick-service: 295; fine-dining: 293) responses were used for the data analysis. Structural equation modeling with a robust maximum likelihood method was used to examine the proposed model. To investigate the moderated effects of restaurant type, a latent moderated mediation model was used. Findings The results showed that consumers’ value perceptions toward technology use in restaurants influenced their intention to use ORISST via both hedonic and utilitarian expectations. Latent moderated mediation analyzes revealed that the mediation effect of hedonic expectation between perceived value and the intention was stronger in fine-dining than in quick-service restaurants. Originality/value This study extends the understanding of consumer intentions to use interactive self-service technology in restaurants by building on a model that is customer-oriented instead of tech-specific. Furthermore, the conditional effects of restaurant type are investigated using the latent moderated structural equation method. The findings of this study provide guidelines for managers of quick-service and fine-dining restaurants to better incorporate ORISST in their restaurants, to boost customer experiences and to increase operational efficiency.
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Azevedo, Lorna das Graças Martins Rosa P. Pinheiro de, Luiz Rodrigo Cunha Moura, and Gustavo Quiroga Souki. "Choosing a Restaurant: important attributes and related features of a consumer’s decision making process." Revista Turismo em Análise 28, no. 2 (August 23, 2017): 224–44. http://dx.doi.org/10.11606/issn.1984-4867.v28i2p224-244.
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The identification of the attributes considered by consumers in their decision-making process is a competitive factor for organizations and consists of a field of research on the products and services available on the market. This study aimed at identifying which are the attributes and related features taken into account by consumers in their decision-making process for choosing a restaurant. Two studies were thus conducted, the first being a qualitative study based on interviews with 23 restaurant consumers. The research contributions were used for the development of a questionnaire for the second study carried out in the city of Belo Horizonte, Brazil, in March 2014, which consisted of a survey made up of a sample of 600 customers of fast-food restaurants, continuous service (all-you-can-eat restaurants), buffet, and a la carte, totaling 438 valid questionnaires analyzed statistically, obtaining 12 groups with 46 attributes (service, beauty, comfort, nearby location, convenient location, choices, children, convenience, offers, perceived value, entertainment, and queue). On food evaluation, two groups were identified (organoleptic and presentation), regarding beverages, a single group was formed for seven indicators. The attributes on hygiene, food quality, service, and price made up the list of the most important aspects in the consumers’ decisionmaking process for choosing a restaurant (fast-food, continuous service – “all-you-caneat restaurants” –, buffet and a la carte). The identification of these attributes showed similarities between the restaurants surveyed and allowed the comparison of results with other surveys conducted in that field.
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Erdis, Cindy, and Michael Du Toit. "Household Life Cycle: The Case Of Customer Satisfaction In Restaurants." International Business & Economics Research Journal (IBER) 13, no. 2 (February 27, 2014): 335. http://dx.doi.org/10.19030/iber.v13i2.8450.
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The restaurant industry is rife with customers experiencing unacceptable levels of customer service, resulting in many customers often deciding to take their patronage elsewhere. Marketing researchers have long been investigating the influence of family on customer behaviour and satisfaction, but very limited research has been done on the influence of the family structure on customer satisfaction in restaurants. This article examines the influence of household life cycle on customer satisfaction in selected restaurants in the Tshwane area of Gauteng, South Africa. An empirical study was conducted with the aim of establishing if the stage in the household life cycle of restaurant patrons has an influence on the level of customer satisfaction experienced when visiting restaurants. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, it was found that the stage in the household life cycle of restaurant patrons does indeed have an influence on how satisfied customers were with regard to certain aspects relating to customer service, which in turn influences their overall customer satisfaction. This is important for restaurants who want to retain customers based on their loyalty and to ultimately increase profitability.
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Kim, Kyung-Ja, and Kanghwa Choi. "Bridging the Perception Gap between Management and Customers on DINESERV Attributes: The Korean All-You-Can-Eat Buffet." Sustainability 11, no. 19 (September 23, 2019): 5212. http://dx.doi.org/10.3390/su11195212.
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Our study is based on the premise that there are differences between the key service attributes that restaurant managers prioritize and crucial DINESERV attributes that are important to customers’ perception of their experience at a restaurant. This paper investigated the perception gap between operators and customers on the service attributes of Korean all-you-can-eat buffet restaurants, and it suggests strategic alternatives to bridge this perception gap. To investigate this perception gap, we first used the analytic hierarchy process (AHP) to determine the priority ranking of the service attributes that restaurant managers employ for enhancing customer satisfaction. Second, we used the importance-performance analysis (IPA) methodology to reveal the importance that customers place on individual restaurant service attributes and how they affect customer satisfaction. Finally, this paper integrated AHP and IPA to scrutinize the perception gap between managers’ prioritization and customers’ view of the importance of DINESERV attributes. The theoretical contribution of this study is the proposed integrated AHP-IPA model that combines the manager and customer perspectives. This model differentiates our study from previous studies that analyzed operator prioritizations and customer perceptions separately. Furthermore, we offer strategic alternatives for managing service attributes that are suitable for multiple types of buffet restaurants, including hotel, specific, and casual buffet restaurant types that are categorized by the food served and service procedures employed.
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Din, Norina, Mohd Salehuddin Mohd Zahari, and Shazali Mohd Shariff. "Nutritional Labelling in Malaysian Full Service Restaurant Menu." Journal of ASIAN Behavioural Studies 2, no. 2 (January 1, 2017): 47. http://dx.doi.org/10.21834/jabs.v2i2.178.
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This study empirically investigates customer perception towards providing nutritional information in Malaysian full service restaurants menu. Results reveal that nutritional information is important and the major nutrition elements such as calories, protein, fat and dietary fiber is the minimum information desired by customers in the restaurant menu. Nutritional information in fact directly influences restaurant customers’ future purchase decisions. These findings produced significant indicators not only to the existing restaurant operators but also to those individuals or companies who intend to venture into this so called booming sub- sectors of food service businesses. In addition, attaining customer needs lead to repeat patronization and in the long run, contributes to restaurant business survival.
Key words: Nutritional, Menu, Full Service Restaurant, Customer
© 2017 The Authors. Published for AMER ABRA by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
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Suharianto, Lukman Bahar Agung Pambudi, Angga Rahagiyanto, and Gandu Eko Julianto Suyoso. "Implementasi QR Code untuk Efisiensi Waktu Pemesanan Menu Makanan dan Minuman di Restoran maupun Kafe." BIOS : Jurnal Teknologi Informasi dan Rekayasa Komputer 1, no. 1 (March 29, 2020): 35–39. http://dx.doi.org/10.37148/bios.v1i1.7.
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The quick response (QR) code provides a fast, easy, convenient, accurate and automatic method of transporting data. By freeing applications and popularizing wireless communications and cellular technology, two-dimensional barcode technology has been used for production, logistics, and sales. To order the benefits of technology to the service sector, for this study, we used various QR code applications in the food or beverage menu service management system in restaurants / cafes. The specific purpose is to allow restaurant waiters to quickly and appropriately provide service to restaurant / cafe customers. Experimental results show that the method developed in this study can significantly improve the service menu, prepare waiters and chefs to provide the right service, shorten the time for ordering the menu, and facilitate the resolution of the problem. Research in actual circumstances will be a full support tool for restaurant / cafe menu services. The results of the test prove agreeing from the point of view of efficiency and cost savings, the new system is fast and efficient, improving very competitive with the release of an improved management system.
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Mishra, G. D., Vijiya Singh Chauhan, and Nikita Chandra. "A Study of Service in Restaurant by Using Queuing Model." Bulletin of Society for Mathematical Services and Standards 5 (March 2013): 14–18. http://dx.doi.org/10.18052/www.scipress.com/bsmass.5.14.
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The restaurants want to avoid losing their customers due to a long wait on the line. This shows a need of a numerical model for the restaurant management to understand the situation better. This paper aims to show that queuing theory satisfies the model when tested with a real-case scenario. We obtained the data from a restaurant. We then derive the arrival rate, service rate, utilization rate, waiting time in queue and the probability of potential customers to balk based on the data using Little’s Theorem and M/M/1 queuing model. We conclude the paper by discussing the benefits of performing queuing analysis to a busy restaurant.
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Schjøll, Alexander, and Frode Alfnes. "Eliciting consumer preferences for credence attributes in a fine-dining restaurant." British Food Journal 119, no. 3 (March 6, 2017): 575–86. http://dx.doi.org/10.1108/bfj-06-2016-0264.
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Purpose The purpose of this paper is to illustrate and discuss methodology issues in menu-labelling experiments in commercial full-service restaurants, and to investigate how the menu description and price affects customers’ choice of an organic veal entrée in a Norwegian restaurant. Design/methodology/approach A menu-labelling experiment was conducted in a fine-dining restaurant during ordinary opening hours over a period of two weeks. The menu description of an organic veal entrée was altered repeatedly and the effect of these changes on the sales of this entrée was investigated. Findings Adding words to the menu description, such as “organic”, or describing animal welfare had a very limited effect on customers’ choices in the restaurant. Research limitations/implications The research illustrates the use of a natural field experiment in a commercial full-service restaurant and discusses strengths and weaknesses of the methodology. Originality/value Few experiments have been performed on the effect on credence attributes in commercial full-service restaurants and there is little knowledge about research challenges in menu-labelling experiments. This paper contributes to the knowledge on both issues by conducting a natural field experiment in a fine-dining restaurant.
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Lee, Hye Eun, Joyce Hyunjoo Hwang, and Keri Bennett. "Understanding culture on the effectiveness of restaurant servers’ check-back style." International Journal of Contemporary Hospitality Management 27, no. 8 (November 9, 2015): 1905–26. http://dx.doi.org/10.1108/ijchm-04-2014-0195.
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Purpose – This study aims to, first, identify how service perception can differ depending on the customers’ cultural background during intercultural encounters and, second, provide useful and specific directions of more culturally competent service interaction to restaurant managers and servers in US restaurants. Effective exchanges between service providers and international customers are important to ensure the success of restaurants. While frequently and explicitly checking in on customers is common in the USA, this may not be preferable to people from different cultures. Design/methodology/approach – Study 1 (n = 975) utilized a survey, and Study 2 (n = 145) used an experimental design to, first, examine cultural differences between American and Japanese participants in their preferences about restaurant servers’ check-back style and, second, examined the moderating effect of culture (i.e. American and Japanese culture) on the relationship between the servers’ check-back behavior and the evaluations of service effectiveness, emotional response and the intention to return to a restaurant. Findings – The results showed that the frequency of a server’s visits had a positive effect on evaluations of service effectiveness, emotional response and intent to revisit for the Americans, but not for the Japanese. Practical implications – This research has practical implications for restaurant managers and servers who are expected to interact with international customers. They can apply the findings of this research to examine culturally appropriate check-back styles, which are an important attribute of effectiveness in intercultural service encounters in US restaurants. Originality/value – The current study indicates that providing standardized service to all customers, regardless of cultural differences, might not be ideal.
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Eksiri, Akkharaphong, and Tetsuya Kimura. "Restaurant Service Robots Development in Thailand and Their Real Environment Evaluation." Journal of Robotics and Mechatronics 27, no. 1 (February 20, 2015): 91–102. http://dx.doi.org/10.20965/jrm.2015.p0091.
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<div class=""abs_img""><img src=""[disp_template_path]/JRM/abst-image/00270001/11.jpg"" width=""300"" />Developed restaurant robots</div> This paper describes our development of service robots evaluated in real restaurants. Our objective is to develop two types of robot for 1) taking orders from customers and 2) delivering an order to the table. This project is done in collaboration between Bangkok University and MK Restaurants Group Public Company Limited. To achieve this objective, we have applied simple technologies from our experiences at the robot competition called Robocon. We have evaluated each of our robots for six months in a real environment where five branches of the MK restaurant chain are located in the Bangkok area of Thailand, from 2009 to 2012. In the evaluation, robots provided 14,280 services and attracted the interest of 235,680 customers. “Lessons Learned” from this four-year project have been summarized, and should prove useful to similar service robot development projects. </span>
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Amelia, Maria, and Anshul Garg. "The first impression in a fine-dining restaurant. A study of C Restaurant in Tampere, Finland." European Journal of Tourism, Hospitality and Recreation 7, no. 2 (July 1, 2016): 100–111. http://dx.doi.org/10.1515/ejthr-2016-0012.
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AbstractFood business has become a popular trend for entrepreneurs these days. However, it seems that many entrepreneurs do not know how important is the first impression and the services offered to their guests. Consequently, many restaurants have a generally poor service, and therefore, many are closed as soon as they are opened. This study concerns more on how the first impression works in a fine-dining restaurant; hence, restaurateurs will able to know how to build on a customer’s good first impression. Previous studies, experts’ opinions, and the theories related to the topic of this study were referred and used in this study. The study was carried out in restaurant ‘C’, located in Tampere, Finland. Samples were collected from the guests who visited the restaurant ‘C’. This study contributes new knowledge regarding the first impression, and how it affects the customers’ decision behaviour as well as three different types of service clues (mechanic, humanic, and functional clues) and how they influence the customers’ perception.
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Parsa, H. G., Barry K. Shuster, and Milos Bujisic. "New Classification System for the U.S. Restaurant Industry: Application of Utilitarian and Hedonic Continuum Model." Cornell Hospitality Quarterly 61, no. 4 (January 25, 2020): 379–400. http://dx.doi.org/10.1177/1938965519899929.
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In epistemological domains, classification systems play an integral part as tools of discovery and systematic exploration. Classifications are essential for the integrity and validity of any academic research and application of the research findings to that particular research context. Absence of classification systems limits the ability of a discipline to advance as a legitimate subject worthy of academic pursuit. Currently, in the United States, as noted by the National Restaurant Association, there is no standardized and official classification for the restaurant industry. Thus, the current study proposes a theoretically supported restaurant classification system based on the concept of hedonic and utilitarian consumption. The proposed classification system has been empirically tested in four different studies, including a panel of currently operating restaurateurs, food journalists specializing in restaurant industry, panel of hospitality educators, and restaurant customers. The proposed framework has received strong empirical support from all four selected groups. The obtained results suggest that this parsimonious system could be effectively used to classify the U.S. restaurant industry with the proposed four major classes: Luxury Restaurants, Fine-Dining Restaurants, Casual Restaurants, and Quick-Service Restaurants.
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McAdams, Bruce, Allison Deng, and Tanya MacLaurin. "Food allergy knowledge, attitudes, and resources of restaurant employees." British Food Journal 120, no. 11 (November 5, 2018): 2681–94. http://dx.doi.org/10.1108/bfj-01-2018-0028.
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Purpose Restaurants are unique and challenging environments for accommodating food allergies. The purpose of this paper is to evaluate food allergy knowledge, attitudes and resources among restaurant employees, and identify differences based on restaurant mode of operation. Design/methodology/approach A total of 209 food-service workers were surveyed in full-service restaurants across Southern Ontario, Canada. A paper-based questionnaire was used to evaluate participants’ food allergy knowledge, attitudes toward handling food allergy requests and emergencies, and the availability of food allergen resources at the restaurant. Findings Most participants were knowledgeable about food allergies, and valued being able to provide safe meals. However, there was a general lack of access to important food allergy risk management resources and training. Food allergy attitudes were significantly different between restaurant modes of operation. Also, food allergy training and resources were positively correlated with employee attitudes toward food allergies. Practical implications The results of this study show that engaging employees in food allergy training can contribute to greater levels in employee awareness and confidence in protecting health and safety of restaurant patrons with food allergies. Restaurants that demonstrate a strong preparedness toward handling food allergy requests can deliver a better customer experience and increase customer loyalty. Originality/value The findings of this study underscore the need for the restaurant industry, policy makers and food safety educators to work together to develop training programs and relevant resources to support and facilitate food allergy risk management in restaurants.