To see the other types of publications on this topic, follow the link: Restaurants – Customer services.
Journal articles on the topic 'Restaurants – Customer services'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Restaurants – Customer services.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
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.
Full textAbstract:
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.
2
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.
Full textAbstract:
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.
3
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.
Full textAbstract:
<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>
4
Zendeli, Mislim, and Blagica (Rizoska) Vanikj. "Measuring the factors that contribute to the quality of services in the restaurants in Republic of Macedonia." European Journal of Economics and Business Studies 9, no. 1 (October 6, 2017): 90. http://dx.doi.org/10.26417/ejes.v9i1.p90-99.
Full textAbstract:
The study examined the consumer behavior in the restaurant businesses in Macedonia. Aside from the data analyses for the differences of the perceptions of the factors that contribute towards the decision for visiting the restaurants among restaurant’s employees and consumers, this paper contains the data about the factors that influence the customer satisfaction. Additionally, the research provides information about the main tools that customers use in order to inform themselves for different offers and services in different restaurants. The research has been based on the measurements for making analyses of the following factors: Quality, Accessibility, Food Decoration, Customer Care, Innovation, Taste of the food, Price, Hygiene, Ambience and Promotion. Based on the founding’s, the data gives clearer picture for the focus, opportunities and challenges for developing the marketing strategy in the restaurant businesses in Macedonia. Additionally, the conclusions give directions for implementing advanced knowledge, techniques and methods for marketing analyses in the field of restaurant businesses. Finally, the study provides critical evaluation for the current situation of the marketing in restaurant businesses in Macedonia. The founding’s give further recommendations for the development of the suitable marketing strategy in order to increase the customer satisfaction. Key words: bringing decision, customer behavior, customer satisfaction, restaurant businesses
5
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.
Full textAbstract:
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.
6
Chun, Se-Hak, and Ariunzaya Nyam-Ochir. "The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale." Sustainability 12, no. 18 (September 10, 2020): 7435. http://dx.doi.org/10.3390/su12187435.
Full textAbstract:
The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive information, or become a loyal customer. The fast food industry has only recently developed in Mongolia and an increasing number of global fast food chains are now entering the market every year. The purpose of this paper is to examine and evaluate the factors affecting customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian fast food restaurants, as well as a global fast food restaurant in Mongolia using the DINESERV scale. This study focuses on comparing directly competing food chains; only two brands were studied because of the limited fast food presence in Ulaanbaatar. Then, it aims to analyze how satisfaction levels influence a customer’s revisit intention and likelihood of recommending a restaurant. Furthermore, an in-depth analysis of the difference between local and global fast food brands is a key element that this paper analyzes. Moreover, this paper investigates how results can be different according to whether the respondent resides in Mongolia or Korea and discusses business implications. The results of this paper show that four factors (food quality, service quality, price, and atmosphere of a restaurant) positively influence customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian and global fast food restaurants, and customer satisfaction has a positive influence on customer revisit intention and likelihood of recommendation for both types of restaurants. However, depending on whether it is a Mongolian fast food restaurant or a global fast food restaurant, the factors affecting customer satisfaction, revisit intention, and recommendation are different.
7
Vo, Thuy Thi Ngoc. "The satisfaction of Vietnamese and European customers with service quality of high-end restaurants." Science & Technology Development Journal - Economics - Law and Management 1, Q2 (November 30, 2017): 129–43. http://dx.doi.org/10.32508/stdjelm.v1iq2.447.
Full textAbstract:
This study applied the DINERSERV scale to measure the effect of service quality on customer satisfaction about high-end restaurants. Moreover, this research also examined the impact of the difference between Eastern and Western cultures on the relationship between service quality and customer satisfaction. The research was carried out on a survey of 117 Vietnamese customers and 126 European customers in five high-end restaurants in Da Lat city. The outcome indicated that the service quality has a strong influence on the satisfaction of both Vietnamese and European customers. An interesting result is while to Vietnamese customers, fast and in-time services is very important, to European customers, it is not. The restaurant ambience is what European customers care about. This result not only broadens the theory of service quality but also suggests some practical implications for multicultural customer management in the integration period.
8
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.
Full textAbstract:
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.
9
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.
Full textAbstract:
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
10
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.
Full textAbstract:
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.
11
Li, Minglong, and Cathy H. C. Hsu. "Customer participation in services and employee innovative behavior." International Journal of Contemporary Hospitality Management 30, no. 4 (April 9, 2018): 2112–31. http://dx.doi.org/10.1108/ijchm-08-2016-0465.
Full textAbstract:
Purpose This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee innovative behavior and then tested the hypotheses in a restaurant context. Design/methodology/approach A total of 514 valid questionnaires were collected from frontline employees or entry-level managers in 25 well-known restaurants (including 14 hotels and 11 freestanding restaurants) in Beijing, China. The relationships among customer participation, interpersonal trust and employee innovative behavior were examined using structural models analyzed in AMOS 20.0. Findings The structural equation modeling results indicate that customers’ information and emotional participation in services significantly influence the innovative behavior of employees, whereas behavioral participation does not. In addition, a high level of interpersonal trust between customers and employees may increase employee innovative behaviors. Moreover, unlike cognitive trust, affective trust mediates the relationship between customer information or emotional participation and employee innovative behavior. Practical implications Findings indicate that service firms can encourage customers to participate actively in service co-creation; their participation in terms of information is encouraged to foster employee innovative behaviors by training employees and establishing an appropriate climate for information exchange. Moreover, service firms must pay attention to the emotions of customers during the service processes. Furthermore, the affective trust between customers and employees is significant to service firms, which need to take measures for employees to manage their relationships with customers well. Originality/value Based on the concepts of service marketing and organizational behavior, this study contributes to the research on customer–employee co-production and employee innovative behavior from an interdisciplinary perspective. The study reveals the influencing mechanism of customer participation on employee innovative behavior and contributes to the research on customer–employee interpersonal trust. Previous studies emphasized the importance of trust among work group members in innovation, while this study supports the association between customer–employee interpersonal trust and employee innovative behaviors.
12
Hasbullah, Siti Aminah, Umme Umaimah Amin, Norhafizi Nordin, and Nurul Asmida Abd Razak. "CUSTOMER SATISFACTION IN THE FAST FOOD RESTAURANT IN ARAU, PERLIS: A STUDY ON PRICE, FOOD QUALITY AND SERVICE QUALITY." Journal of Event, Tourism and Hospitality Studies (JETH) Vol.1, July 2021, Number 1 (July 15, 2021): 163–83. http://dx.doi.org/10.32890/jeth2021.1.8.
Full textAbstract:
The high demand from customers for quality services and competitive environment in the fast food industry give rise to the need to improve customers’ satisfaction that will increase the restaurant’s revenue. The objective of this study is to investigate the factors effecting customers’ satisfaction in fast food restaurants namely the price, service quality, and food quality of fast food restaurants in Arau, Perlis. The fast food restaurants selected for this study are Marry Brown, KFC, Pizza Hut and Domino's Pizza. A quantitative method was applied using online questionnaire to collect data from customers. The respondents consisted of customers who had experienced purchasing at these fast food restaurants. The findings of the study revealed that there is a significant relationship between customers’ satisfaction and the price of the foods. However, the study indicated insignificant relationships between food quality, service quality of fast food businesses and customers’ satisfaction. For future studies, it is recommended that the study area is expanded to involve various samples of the population, for broader results. To obtain more precise and reliable results, a similar study considering other factors that influence customer satisfaction in fast food restaurants could be added as variables.
13
Morkunas, Mangirdas, and Elzė Rudienė. "The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States." Journal of Open Innovation: Technology, Market, and Complexity 6, no. 3 (September 7, 2020): 77. http://dx.doi.org/10.3390/joitmc6030077.
Full textAbstract:
The present paper studies the importance of social servicescape factors to customer satisfaction in middle-priced restaurant services. This paper fills the existing literature gap on the importance of social servicescape factors onto customers’ satisfaction in middle-priced services. A survey of 514 respondents from three capitals of the Baltic States was conducted for the purpose of the present study. Descriptive statistics together with an independent samples t-test and partial least squares path analysis were employed for data processing. The results obtained confirmed the hypothesis about the importance of social servicescape attributes to customer satisfaction. The study also highlighted the difference in gender attitudes towards intangible aspects of service delivery. The research confirmed the existence of a relationship between customer satisfaction and repurchase intentions, although to a lesser extent than could have been anticipated from the literature review. The findings of the study covered by the present paper allow us to position middle-priced restaurants closer to luxury ones compared to casual restaurants
14
Ahuja, Pooja, and Pankaj Tiwari. "Examining Consumer Loyalty, Internet of Things (IoT), and Theme Restaurants in the Delhi Region." International Journal of Knowledge-Based Organizations 10, no. 4 (October 2020): 1–12. http://dx.doi.org/10.4018/ijkbo.2020100101.
Full textAbstract:
The research is conducted keeping in view the new trend of theme restaurants in India. Theme restaurants are not very famous in India. But people look for more than food in a restaurant. They want to have good experience along with food. So, ambience, crowd, and other aspects come into the scenario. The theme industry is not dominated by any major players, but there are some players like Pind Baluchi, Haveli that are doing good. Theme restaurants target different age groups. They are considered to be expensive. Customer loyalty is the new marketing now. Loyal customers not only help in generating profits but also spread positive reviews about the product or service. It helps in generating new customers and creates publicity without any promotional efforts. There are four types of loyalty: true loyalty, spurious loyalty, latent loyalty, and no loyalty. It is based on behavioral and attitudinal aspects of customers. Out of four types of loyalty, the type of loyalty for theme restaurants in Delhi/NCR is determined in this study. This can be helpful for existing players as well as for new entrants. They can understand the current scenario or level of loyalty in theme restaurant business. The study has determined the factors that can impact customer loyalty in theme restaurants in Delhi/NCR. If any new entrant comes, they can design their offerings based on the factors. This in turn can help them in bringing customer loyalty. For existing players, they can revise their services and offerings based on the determined factors.
15
Kim, Eojina, Liang (Rebecca) Tang, and Robert Bosselman. "Customer Perceptions of Innovativeness: An Accelerator for Value Co-Creation." Journal of Hospitality & Tourism Research 43, no. 6 (March 13, 2019): 807–38. http://dx.doi.org/10.1177/1096348019836273.
Full textAbstract:
Hospitality and tourism businesses engage customers as collaborators in creating value through the satisfactory delivery of products and services. The purpose of this study is to examine the effect of customers’ perception of innovativeness on their value co-creation behavior. Specifically, with the theoretical support of Service-Dominant logic, the present study investigates customer value co-creation behavior, its antecedents (i.e., customer’s perceived innovativeness) and consequences (i.e., customer satisfaction and loyalty) at restaurants. This study confirms a holistic concept of perceived innovativeness as the key predictor of customers’ behavior for value co-creation, which in turn leads to their satisfaction and loyalty. This study contributes to the evolving knowledge of innovativeness and value co-creation and offers practitioners effective strategies to improve customer value co-creation behavior through their perceptions of restaurants’ innovativeness and thereby maximizing their satisfaction and loyalty.
16
Marković, Suzana, Sanja Raspor Janković, and Matina Gjurašić. "Kvantitativna analiza emocionalnog doživljaja gostiju u restoranima Opatijske rivijere." Oeconomica Jadertina 11, no. 1 (June 11, 2021): 19–40. http://dx.doi.org/10.15291/oec.3384.
Full textAbstract:
Experience economy is not about people buying products and services. Instead, they buy experiences that lead to strong emotions and reactions. Although service quality and customer satisfaction concepts have been under study for many years, they are still in the focus of scientific and practical research. However, there is a small number of studies that aim to measure and research customers’ emotional experience in restaurants. The main purpose of the present study is to analyse previous researches regarding these concepts, and to develop an instrument DINEXPE for measuring customers’ emotional experience in restaurants. For this purpose, measurement instrument with 35 variables was created and data was analysed using statistical methods. The sample consists of 195 restaurant customers who visited Lovran gastronomic festival (Opatija Riviera, Croatia) in April 2018. The research findings can be useful to restaurant managers to better understand their guests in designing service quality that meets guests’ expectations.
17
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.
Full textAbstract:
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.
18
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.
Full textAbstract:
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.
19
Chan, Grace Suk Ha, Anna Chun-Hsuan Hsiao, and Ada Lai Yung Lee. "Exploration of Customer Compliant Behavior toward Asain Full-Service Restaurants." International Journal of Marketing Studies 8, no. 2 (March 28, 2016): 46. http://dx.doi.org/10.5539/ijms.v8n2p46.
Full textAbstract:
<p>The first law of service productivity and quality in restaurants is doing it right the first time. In today’s highly competitive environment, restaurants should acquire feedback from their customers to improve further the products and services they offer. One means to obtain customer feedback is to encourage and facilitate the complaint process. In response to an unhappy service, customers either speak with the management, their friends or do nothing, and they may also expect fair compensation whenever service failure occurs. This study aimed to investigate the complaint behavior of Hong Kong customers toward Asian full-service restaurants. A qualitative approach was adopted with a sample of 30 respondents who often dine in Asian full-service restaurants. Semi-structured questions were asked through an in-depth interview. Based on the results, the reasons for the complaints and complaint behavior of Hong Kong customers were identified, and recommendations were made to provide insights for industrial practitioners.</p>
20
Gunawan, Alexius Hendra, Andri Wijaya, and Dellih Wijaya. "Design and Build Customer Complain Applications for Mobile Based MVVM Architecture Method." Tech-E 3, no. 2 (February 26, 2020): 9. http://dx.doi.org/10.31253/te.v3i2.297.
Full textAbstract:
Abstract
PT. DhanaJaya BogaIndo has more than twenty restaurants spread across Jakarta, Surabaya and Australia. At present complaints regarding services and food served are still being done by providing limited criticism and suggestions during operational hours, so employees in the service section always record complaints and suggestions from customers who come to restaurants are accommodated, then convey related to food, service and the environment dirty one. related to customer complaints. Information on customer complaints can be received directly by management, so actions can be taken quickly.
21
Jeon, Jiyeon, Myongjee Yoo, and Natasa Christodoulidou. "The impact of Wi-Fi service on millennial diners." Journal of Hospitality and Tourism Technology 10, no. 3 (September 17, 2019): 383–400. http://dx.doi.org/10.1108/jhtt-11-2017-0133.
Full textAbstract:
Purpose The purpose of this study is to explore the impact of Wi-Fi service on the millennial generation’s loyalty to restaurants. Additionally, this study examines the impact of Wi-Fi service on three different types of restaurants (coffee shops, fast-food restaurants and casual dining restaurants). Furthermore, this study examines the similarities and differences that exist cross-culturally between Americans and Koreans. Design/methodology/approach A total number of 480 questionnaires were collected to empirically test the study model. A factor analysis that used a principal components analysis with varimax rotation was performed to condense the loyalty items into a few underlying constructs, and the Cronbach’s alpha was checked to test for reliability. A multiple regression analysis and t-test were performed to test the study hypotheses. Findings The results show that Wi-Fi service has a significant impact on millennials’ loyalty behavior on all three types of restaurants in this study. However, the differences between Americans and Koreans on how they perceive the Wi-Fi services turned out to be significant only for coffee shops. Research limitations/implications The authors used a non-probability convenience sampling method for data collection. The findings cannot be generalized to other types of restaurants, such as fine dining and luxury restaurants. Although the results indicate a positive relation between Wi-Fi usage and a customer’s loyalty, loyalty is a multifaceted concept where a variety of factors, such as frequency or convenience can have an impact. Practical implications The findings should encourage marketers in the restaurant industry to use Wi-Fi as a value-added service for their customers. Originality/value There are limited studies on how significant Wi-Fi service is for the hospitality industry, and in particular, for restaurants. This study builds on the scholarship of Cobanoglu et al. (2012) on the value of the customer loyalty by providing new insights into customers’ views on Wi-Fi service in the restaurant industry.
22
Kwak, Min-Kyu, JeungSun Lee, and Seong-Soo Cha. "Senior Consumer Motivations and Perceived Value of Robot Service Restaurants in Korea." Sustainability 13, no. 5 (March 4, 2021): 2755. http://dx.doi.org/10.3390/su13052755.
Full textAbstract:
This research empirically tested a theoretical model by defining senior customers’ intentions to use robot service restaurants emerging in South Korea. Non-face-to-face services have become increasingly important for seniors. Therefore, restaurant marketers should cater to senior customers’ needs by sustaining robot service restaurants. The study analyzed 243 questionnaires to verify the reliability and validity of the measurement items. The research hypotheses were examined using structural equation modeling (SEM). The suggested model comprised three stages: motivated consumer innovativeness (MCI), perceived value, and planned behavior (attitude, intention to use). The results revealed that senior customers’ perceived values positively influenced attitude and were enhanced by hedonically MCI (hMCI) and socially MCI. Moreover, the hedonic and social elements of motivation improved the attitude and usage intentions of robot service restaurants for senior customers. However, these relationships differed in terms of the income level of the customer groups. For the low-income senior-level group, hMCI was more influential on the perceived value. This study is meaningful because it analyzes the effect of MCI of seniors on the perceived value of robot service restaurants, which are growing rapidly in South Korea. It has empirically proved the moderating effect of different income groups, providing practical implications.
23
Göral, Ramazan, and Simge Tokay. "Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach." European Journal of Interdisciplinary Studies 1, no. 2 (August 30, 2015): 9. http://dx.doi.org/10.26417/ejis.v1i2.p9-19.
Full textAbstract:
In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.
24
Göral, Ramazan, and Simge Tokay. "Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach." European Journal of Interdisciplinary Studies 2, no. 1 (August 30, 2015): 9. http://dx.doi.org/10.26417/ejis.v2i1.p9-19.
Full textAbstract:
In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.
25
Tsaur, Sheng-Hshiung, and Chang-Hua Yen. "Service redundancy in fine dining: evidence from Taiwan." International Journal of Contemporary Hospitality Management 31, no. 2 (February 11, 2019): 830–54. http://dx.doi.org/10.1108/ijchm-09-2017-0574.
Full textAbstract:
Purpose Service excellence has been recognized as a crucial means of achieving customer delight. Several recent studies have argued that redundant services may be perceived as unnecessary by customers; however, few studies have explored the construct of service redundancy. This study aims to identify and classify service redundancy in the foodservice industry. Design/methodology/approach This qualitative study conducted in-depth interviews with 72 participants, namely, 36 customers and 36 managers of fine dining restaurants in Taiwan. Content analysis of the data yielded the classification of service redundancy. Findings This study determined 16 categories of service redundancy categorized under three themes: service behavior, service regulations and environmental factors. Furthermore, six causes and four consequences of service redundancy were identified. Research limitations/implications Customers and managers of fine dining restaurants were interviewed; thus, the findings may not be fully generalizable to service redundancy in other restaurant types. Originality/value The contribution of this research is the construction of a model of service redundancy, which could serve as a theoretical foundation for further examination of service redundancy and the relationships between the related constructs.
26
Cha, Seong Soo. "Customers’ intention to use robot-serviced restaurants in Korea: relationship of coolness and MCI factors." International Journal of Contemporary Hospitality Management 32, no. 9 (August 10, 2020): 2947–68. http://dx.doi.org/10.1108/ijchm-01-2020-0046.
Full textAbstract:
Purpose This study aims to empirically test a theoretical model by defining customers’ intention to use services of restaurant robots, which are rapidly developing in Korea. The proposed model incorporates three stages: coolness, motivated consumer innovativeness (MCI) and the theory of planned behaviour. Design/methodology/approach A total of 420 questionnaires were issued. The results were analysed to verify the reliability and validity of the measured variables. Structural equation modelling was used to test the research hypotheses. Findings The results showed that hedonically motivated consumer innovativeness (hMCI) and socially motivated consumer innovativeness (sMCI) have positive effects on attitude and are enhanced by attractiveness, utility, subcultural appeal and originality. However, the relationship between MCI and attitude differed among age groups. Practical implications The results revealed that sensory elements of robot services improve customer attitudes towards the use of robots in restaurants. This is a key finding that restaurant marketers should consider, because non-face-to-face services are becoming increasingly important in the current COVID-19 context. Originality/value This study analysed the relationship between coolness, MCI and the theory of planned behaviour in the context of robot-serviced restaurants and how the relationship between MCIs and attitude differed among the young and older customers. Practical implications are suggested.
27
Abdelhadi, Abdelhakim. "Using lean manufacturing as service quality benchmark evaluation measure." International Journal of Lean Six Sigma 7, no. 1 (March 7, 2016): 25–34. http://dx.doi.org/10.1108/ijlss-02-2015-0003.
Full textAbstract:
Purpose – A lean manufacturing metric called Takt time is used as a benchmark evaluation measure to evaluate service quality at fast food restaurants. The metric is applied to find the relative efficiency between three fast food restaurants belonging to different chains. The purpose of this paper is to help guide management through ways to improve customer service and increase performance. Design/methodology/approach – The customer lead time (the time taken by a customer from arrival at the service queue until their order is fulfilled) is the focus of this study. Takt time is used to find the relative efficiency of service time between three fast food restaurants. Findings – It is shown that Takt time can be used effectively to measure the level of efficiency of the services provided. It measures the relative efficiency and identifies bottlenecks among different entities providing the same services. Practical implications – The results can be used as a guide to rank the efficiency of the length of service time of different entities by taking the whole system into consideration rather than just measuring and comparing the service time itself between the entities. The results show the effectiveness of using lean manufacturing practices in pinpointing the relative inefficiencies between different service provider facilities. Originality/value – This research presents a procedure to measure relative efficiency between different service providers to enhance their services. It can be applied to any service management systems that deal directly with walk-in customers.
28
Jalilvand, Mohammad Reza, Sirous Salimipour, Mehdi Elyasi, and Mehdi Mohammadi. "Factors influencing word of mouth behaviour in the restaurant industry." Marketing Intelligence & Planning 35, no. 1 (February 6, 2017): 81–110. http://dx.doi.org/10.1108/mip-02-2016-0024.
Full textAbstract:
Purpose Restaurants with limited promotion budgets depend mainly on word of mouth (WOM) among customers. WOM seems particularly important to the marketing of services. This is because services are experiential in nature and difficult to assess before purchase. In the restaurants context there is little research on WOM. The purpose of this paper is to examine the factors that may influence tourists’ WOM about restaurants implying on the critical role of relationship quality. Design/methodology/approach A comprehensive literature review is conducted to identify the major factors influencing WOM in the context of restaurant industry. The study utilizes self-administered questionnaire survey and the target population are the customers who have referred to the restaurants of Tehran, Iran. A convenience sampling approach was utilized to collect a sample of 326 customers. A structural equation modeling procedure is applied to the examination of the antecedents of WOM. Findings The paper found that food quality, personal interaction quality, physical environment quality, and perceived value influence WOM behavior of customer in an indirect way through relationship quality. Practical implications This research conjectured that an understanding of factors that influence the tourist to talk each other about a given restaurant are worthy of additional research. Consequently, the study helps to understand how these factors can provide alternative sources of marketing to attract the long-term economic sustainability of restaurant industry in Iran. Originality/value To the authors’ knowledge, this research will be the first attempt to explore influential factors on WOM in restaurant industry focusing on the critical role of relationship quality. It is expected that researchers will find this research a contribution to the WOM literature, particularly in restaurant industry.
29
Fauzia, Syifa, Rahayu Relawati, and Gumoyo Mumpuni Ningsih. "Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Konsumen Rumah Makan Langensari." Agriecobis : Journal of Agricultural Socioeconomics and Business 3, no. 1 (June 16, 2020): 22. http://dx.doi.org/10.22219/agriecobis.vol3.no1.22-31.
Full textAbstract:
Restaurant is an interesting business, because of the high profits. The high competition between culinary businesses can encourage businesses to reach consumer satisfaction, in order to get their loyalty. The purpose of this study was to analyze the factors affecting the consumer satisfaction and loyalty at Langensari Restaurant. Accidental sampling was used to take 76 consumers as the research sample. The Structural Equation Model (SEM) and Customer Satisfaction Index (CSI) were used to analyze the data. The study result shows that consumers visiting Langensari Restaurant were very satisfied with the score of 93,57 percent. It means that the restaurant performance in the form of products, fixed prices, places, and services were fulfill the consumers expectation. Price and place affected customer satisfaction, while product and service did not affect customer satisfaction. Satisfaction had a positive effect on loyalty. The higher the level of cunsomer satisfaction, the higher the loyalty. Products, prices, services, and places also indirectly influence loyalty. Restaurants should improve the performance in terms of products, prices, services, and places. They need to be improve the flavor, price affordability, and toilet cleanliness.
30
Nuryanto, Imam, and Ida Farida. "THE LEVEL OF SERVICE QUALITY OF FAST-FOOD RESTAURANTS IN SEMARANG." Jurnal Penelitan Ekonomi dan Bisnis 5, no. 2 (September 22, 2020): 212–19. http://dx.doi.org/10.33633/jpeb.v5i2.3700.
Full textAbstract:
The purpose of this research is to find out the influence of service quality (tangible, reliability, responsiveness, empathy) on customer loyalty. The object chosen in this research is fast-food restaurant in Semarang. The sample in this research is determined by purposive sampling method which then obtained the number of a sample as many as 100 respondents. The data in this research were obtained by the questionnaire. The data analysis used in this research is multiple linear regression analysis methods. The results of this research prove and give the conclusion that: service quality has a positive and significant influence on customer loyalty. The empathy variable is the highest variable affecting customer loyalty, because during the COVID 19, personal service was needed. Each consumer is unique, so the needs of customer services vary. Customers can use delivery or take away, home delivery, drive-thru, online and KFC box servicesKeywords: service quality; customer loyalty; fast-food restaurant
31
Lau, Tommy, Man Lai Cheung, Guilherme D. Pires, and Carol Chan. "Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong." International Journal of Wine Business Research 31, no. 4 (November 18, 2019): 532–54. http://dx.doi.org/10.1108/ijwbr-10-2018-0060.
Full textAbstract:
Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.
32
Yemchuk, Tetiana, and Oksana Arpul. "Competitive Positions in Restaurant Business in Present-Day Conditions Based on the Example of Chernivtsi (Ukraine)." Studies of the Industrial Geography Commission of the Polish Geographical Society 34, no. 1 (March 30, 2020): 92–107. http://dx.doi.org/10.24917/20801653.341.7.
Full textAbstract:
Intensification of competition in restaurant business is accompanied by the emergence of a large number of competing dining establishments in both domestic and foreign markets, the increase of market requirements that force restaurants to continuously develop their strategic potentials, seek for various options for their effective work and create new competitive advantages. Availability of such advantages in restaurant industry is among the most important preconditions to obtain the surplus and develop business, which determines the relevance of the present research. Thus, the present study is aimed at demonstrating the ways of helping an increase of the competitiveness and efficiency in public catering establishments in present-day conditions of economic management. The authors discuss the concept of competitive advantages, analyse the results of the assessment of restaurant competitiveness (60 restaurants of Chernivtsi have been assessed), and suggest criteria to help rank the restaurant-type establishments of Chernivtsi by indicators of their competitiveness. The company’s total rating combines all important parameters (indicators) of financial and economic activity, marketing, investment, production activities, etc. Rating of competitiveness makes it possible to see which the best restaurants are, as well as to determine further goals and steps for those who gained fewer points. These goals and steps include: efficient use of available potential; definition and expansion of the range of products; up-to-date serving; development and introduction of new forms of service; development of customer-oriented complex of restaurant services based on the study of customers’ habits; increase of staff competitiveness; reduction of restaurant expenses; attraction of new customers by way of modern advertising campaigns, etc.
33
Polinskaya, Galina. "Geographical Distribution of Catering Venues and the Importance of Geographical Factor for Customer Satisfaction." Moscow University Economics Bulletin 2020, no. 1 (February 27, 2020): 156–80. http://dx.doi.org/10.38050/01300105202018.
Full textAbstract:
To date Russian market of catering services is experiencing serious difficulty: there is a significant fall in visitors’ inflow in all market segments, except the fast-food segment. The decline in the number of visits is mostly caused by the economic downturn in the country which brings about the decline in population real income. As a result, there is a growing tendency for budget saving, switching to cheaper substitutes, or even abandoning the consumption of certain goods, such as visiting traditional restaurants. This leads to shrinking catering venues. But despite the hard times, some restaurateurs continue to open new venues, many of which are becoming successful. All successful institutions have much in common: specialized or unusual concept of the venue or advantageous location, with most new restaurants being opened in the centre of Moscow. The author finds it important to correlate the restaurant’s location with the system of visitor’s satisfaction. As a result, the author segments the consumers by the location factor and reveals the reverse dependence in restaurant location and place of residence.
34
P, Vinish, Prakash Pinto, Iqbal Thonse Hawaldar, and Slima Pinto. "Antecedents of behavioral intention to use online food delivery services: an empirical investigation." Innovative Marketing 17, no. 1 (January 13, 2021): 1–15. http://dx.doi.org/10.21511/im.17(1).2020.01.
Full textAbstract:
The online food delivery market in India perseveres to grow at a sustained pace. The business has unique dynamics and challenges with the spike in orders during weekends, meeting delivery schedules during peak demand, offering deep discounts to address wavering customer loyalty, reducing cash burns, and managing food quality inconsistency. In contrast, the fast-paced life and the rise of millennials in the workforce is likely to assure a promising future for the food aggregators. The above backdrop has led the researchers to pursue this study. An empirical study was carried out to explore the consumption occasion and the antecedents of online food ordering in the select cities in Karnataka, India. The data was collected from 385 respondents through telephonic and mail survey using a structured questionnaire. The responses were analyzed using exploratory factor analysis and multiple regression. The result of the study indicated a positive association between the constructs ‘buying motives’, ‘aggregator attractiveness’, and customer satisfaction. The variation in customers` satisfaction is largely attributable to the convenience of order placing, food quality, availability of food and restaurant reviews, offers and discounts, faster home delivery, and the wide choice of restaurants listed on the aggregator’s website. Additionally, the aggregator attractiveness showed a higher impact on customer satisfaction as compared to buying motives.
35
Ganatra, Varsha, A. A. Gde Satia Utama, Purvika Pawar, Sahil Verma, Rudresh Pandey, Jhonathan Whiryawan, Liem Gai Sin, et al. "Marketing Strategies of Travel and Tourism Industry." International Journal of Tourism and Hospitality in Asia Pasific 4, no. 1 (February 20, 2021): 43–52. http://dx.doi.org/10.32535/ijthap.v4i1.1020.
Full textAbstract:
Travel and Tourism is an assemblage of all the leisure, luxuries, comfort, travel products, and services provided by suppliers including airlines, hotels, transportation like self-drive agencies, cruise lines, restaurants, etc. All these functions require marketing. This study aims to explore the marketing patterns of tourist agencies to increase customer awareness. The tourism sector also helps to promote the various hotels, restaurants, rental agencies by giving a platform for all these services to promote their services and also provide a customer discount for customer satisfaction.
36
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.
Full textAbstract:
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.
37
Sakinah Shaeeali, Noor, Azlinah Mohamed, and Sofianita Mutalib. "Customer reviews analytics on food delivery services in social media: a review." IAES International Journal of Artificial Intelligence (IJ-AI) 9, no. 4 (December 1, 2020): 691. http://dx.doi.org/10.11591/ijai.v9.i4.pp691-699.
Full textAbstract:
Food delivery services have gained attention and become a top priority in developed cities by reducing travel time and waiting time by offering online food delivery options for a variety of dishes from a wide variety of restaurants. Therefore, customer analytics have been considered in business analysis by enabling businesses to collect and analyse customer feedback to make business decisions to be more advanced in the future. This paper aims to study the techniques used in customer analytics for food delivery services and identify the factors of customers’ reviews for food delivery services especially in social media. A total of 53 papers reviewed, several techniques and algorithms on customer analytics for food delivery services in social media are Lexicon, machine learning, natural language processing (NLP), support vector machine (SVM), and text mining. The paper further analyse the challenges and factors that give impacts to the customers’ reviews for food delivery services. These findings would be appropriate for development and enhancement of food delivery services in future works.
38
Saveetha, D., and Dr G. Maragatham. "Online Customer Reviews on Restaurant Using Blockchain." Webology 18, Special Issue 02 (April 29, 2021): 269–77. http://dx.doi.org/10.14704/web/v18si02/web18071.
Full textAbstract:
Modern day businesses are largely dependent on digital technologies. People prefer viewing the reviews before making any decisions. It applies to all consumables like buying Electronic items, Clothing, Travel, Guest-House, Restaurant, Rental, Housing, Automobile, Cosmetics, Jewellery, Movies, etc. Online services like Mantra, Yelp, Amazon, Facebook, Google My Business, Trip Advisor offer great services to the customer. However, drawbacks of these systems are fake reviews, negative reviews and sometimes even tampering of the reviews given by the customers, which has a huge impact on the business leading to huge financial losses. Sometimes a competitor in the business might also influence the ratings being provided. The centralized storage of these reviews also leads to problems like tampering or manipulation of the data being stored. In this paper we propose an application in the restaurant industry that solves all these drawbacks by making use of the Ethereum blockchain. The food reviews given by the customers are stored as smart contracts in the blockchain, which can't be altered, thus guaranteeing the authenticity of the reviews. Validity of the reviews is ensured because it is difficult for the restaurants to delete or create new accounts to wipe away the bad reviews given. Blockchain is immutable so we ensure that the reviews are genuine and the system is trustable.
39
Lu, Carol Y., Dwi Suhartanto, Arie Indra Gunawan, and Brendan T. Chen. "Customer Satisfaction toward Online Purchasing Services: Evidence from Small & Medium Restaurants." International Journal of Applied Business Research 2, no. 01 (February 1, 2020): 1–14. http://dx.doi.org/10.35313/ijabr.v2i01.89.
Full textAbstract:
This study examines shopper satisfaction toward an online purchasing model in small and medium restaurants (SMRs), including the quality of e-service and food, with perceived value as the determinants. For this research purpose, 392 data gathered from online restaurant shoppers in Bandung, Indonesia. This study adopts the Structural Equation Model (PLS) to evaluate shopper satisfaction relations with its determinants as well as consequences. The results uncover that both the quality of e-service and food on shopper satisfaction is essential, and disclose the partial mediation function of perceived value to assess the relationship between both qualities on shopper satisfaction. This study offers a guide to SMR managers to enhance their business performance by focusing on the quality of food, instead of focusing on both the quality of e-service and food. In terms of online service-based businesses, this research implies that the SMRs need to collaborate with reliable online platform service providers.
40
Martínez-Tur, Vicente, Yolanda Estreder, Carolina Moliner, Rosa María Sánchez-Hernández, and José Mª Peiró. "Under-over benefitting perceptions and evaluation of services." Journal of Service Theory and Practice 26, no. 4 (July 11, 2016): 430–47. http://dx.doi.org/10.1108/jstp-11-2014-0249.
Full textAbstract:
Purpose – In the context of service exchanges, the purpose of this paper is to examine the form of the link from under-benefitting (customers receive less than they invest) vs over-benefitting (customers receive more than they invest) perceptions to customer service evaluations. The authors assess three competing hypotheses: maximization, fairness, and the asymmetric hypotheses. Design/methodology/approach – Linear and nonlinear relationships between under-over benefitting perceptions and service evaluations are examined following a test-retest approach. These relationships are investigated in four samples from two survey studies: hotels (Time 1, n=591; Time 2, n=512) and restaurants (Time 1, n=536; Time 2, n=473). Findings – Results confirmed the existence of asymmetrical curvilinear relationships. Service evaluations improve sharply when perceptions move from under-benefitting perceptions to balanced situations. However, service evaluations do not improve in high over-benefitting situations. Practical implications – The design of employee tasks and services should avoid both under-benefitting perceptions and a disproportionate maximization of customer benefits. Originality/value – Previous research studies have investigated these types of relationships by computing linear relationships or comparing different groups of customers. The current research tests the link from under-over benefitting perceptions to customer service evaluations by also considering nonlinear relationships. This approach supports an asymmetrical curvilinear relationship that captures the complexity of service exchanges.
41
Pratyush Ranjan and Peeyush Ranjan. "Service-Profit Chain Analysis in Healthcare Services." Journal of Multidisciplinary Research in Healthcare 4, no. 2 (April 2, 2018): 95–100. http://dx.doi.org/10.15415/jmrh.2018.42008.
Full textAbstract:
Focus on service-profit chain by organizations in the service sector has been found to be of crucial importance. Companies in varied sectors like banking, airlines, restaurants and healthcare have become industry leaders by focusing on aspects of service-profit chain. This paper presents an analysis of service-profit chain in the healthcare sector. Taking two examples of hospitals from India and one from abroad this paper brings out the importance of focusing on the service-profit chain in this sector. An analysis of the practices in these hospitals, with a major focus on Aravind Eye Hospital, will give a perspective of how these hospitals have focused on the service-profit chain and made them efficient and effective and have enhanced their customers’ satisfaction. Service-profit chain analysis can help healthcare organizations to be customer focused. It can motivate organizations to develop attractive value propositions for customers. It can also provide a warning to organizations that are neglecting the interests of employees. Overall, the service-profit chain provides a useful framework for healthcare organizations in developing their strategy as well as implementing day-to-day operations.
42
Satria, Satria. "Perancangan Sistem Smart Resto Mobile Reservation Client Server Multiplatform." KILAT 9, no. 1 (April 25, 2020): 125–35. http://dx.doi.org/10.33322/kilat.v9i1.889.
Full textAbstract:
Waroeng Steak And Shake is one of the favorite restaurants of Bekasi residents which in serving and payment ordering services is still using the manual method by taking notes on paper. This method is very ineffective because it still uses a lot of paper to record orders and cause long customer queues just to order food or pay for orders. Customers cannot provide special notes directly to the chef so orders are made according to standards. To overcome the problem of the length of the queue and the use of a lot of paper and customers can provide notes directly to the chef, the authors propose to design a smart resto mobile multiplatform server client-server system with the waterfall method. The author hopes that this method can be implemented well in the system of ordering service records directly to the chef and of course reduce the queue at Waroeng Steak And Shake restaurant in Bekasi
43
Teichmann, Karin. "Loyal customers’ tipping points of spending for services: a reciprocity perspective." European Journal of Marketing 55, no. 13 (August 3, 2021): 202–29. http://dx.doi.org/10.1108/ejm-10-2019-0781.
Full textAbstract:
Purpose Controversy exists about the shape of the relationship between loyalty and profitability. This paper aims to address the possibly nonlinear effects of behavioral loyalty (BLOY) on customer spending (as a proxy for profitability). Building on social exchange theory and the norm of reciprocity, it examines the asymmetries between BLOY and customer spending and the moderating influence of personal communication (PCOMM) as a social reward and dispositional positive reciprocity as process evidence. Design/methodology/approach Study 1a (n = 309) gathered customer data from four restaurants and Study 1b (n = 252) data from hotel guests after they checked out. Study 2 is an experimental study with two manipulated factors BLOY and PCOMM). In total, 295 participants from a large German online panel completed the study. Findings The results indicate an inverted-U shaped relationship between BLOY and customer spending: after reaching a turning point, customers gradually curb spending as their BLOY further increases. High PCOMM acts as a reciprocal response while triggering additional customer spending particularly at higher levels of behavioral loyalty; positive reciprocity adjusts the differences in customer spending when social rewards such as PCOMM are present. Research limitations/implications The asymmetric relationship between BLOY and customer spending is tested only for hedonic service settings. Practical implications Not all loyal customers spend more – companies need to meet their reciprocal obligations before they can benefit from increased customer spending. Originality/value The present research re-considers the nature of the relationship between BLOY and customer spending and reveals an inverted-U shaped relationship, with a turning point beyond which greater customer loyalty decreases customer spending. It finds converging process evidence for the mechanism of reciprocity underlying this relationship. This study also details the financial impact of BLOY on the firm by investigating actual customer spending.
44
Reyes-Menendez, Ana, Pedro R. Palos-Sanchez, Jose Ramon Saura, and Felix Martin-Velicia. "Understanding the Influence of Wireless Communications and Wi-Fi Access on Customer Loyalty: A Behavioral Model System." Wireless Communications and Mobile Computing 2018 (December 2, 2018): 1–16. http://dx.doi.org/10.1155/2018/3487398.
Full textAbstract:
New technologies offer new possibilities to better understand complex consumer behavior points of sale. The data obtained using wireless communications and Wi-Fi services available in restaurants and catering companies make it possible to acquire in-depth knowledge on consumer behavior complexity. In the present study, the PLS-SEM analysis was used to analyze the impact of free wireless communications and Wi-Fi access on customer loyalty. Our results demonstrate that client satisfaction with wireless communications and Wi-Fi access networks services has a direct impact on customer loyalty. Therefore, wireless communications and Wi-Fi networks and technologies available at the points of sale should be updated in order to better meet customers’ expectations.
45
Nekesa, Tabitha Brenda, and Jane Wanjira. "Employee Empowerment and Customer Service Delivery in Selected Small and Medium Size Restaurants in Nairobi City County, Kenya." International Journal of Business Management, Entrepreneurship and Innovation 2, no. 3 (October 7, 2020): 49–65. http://dx.doi.org/10.35942/jbmed.v2i3.134.
Full textAbstract:
In the global market today, competition between various providers of service is brutal and firms in the service industry continuously endeavor to create, manage and maintain healthy relationships with customers, to gain competitive advantage over the others. When services are inappropriately handled and coordinated, the outcome is wrong perception of service quality, client’s complaints, staff turnover, low sales and customer dissatisfaction. This study investigated the effect of employee empowerment on customer service delivery and the following specific objectives guided the study: to investigate the effect of training, leadership, employee involvement and incentives on customer service delivery. The study was guided by Resource based view theory, the SERVQUAL model and the Kanter’s theory of empowerment. Descriptive research design was adopted. This study targeted 50 full-service restaurants in Nairobi city. Six workers were then selected in the category of operational staff, supervisors and senior management. This formed a total population 740 respondents. The study adopted multistage sampling technique and obtained a sample of 216 respondents. The study used self- administered questionnaires as the major instrument for data collection. Pretesting the validity of the questionnaires a pilot study was done. Reliability of the questionnaire was evaluated using the Cronbach alpha test, which provided an acceptable threshold of 0.7. Descriptive statistics (in form of means, percentages & measures of dispersion) and analysis of inferential (multiple regressions) were applied to show the level of the association between the dependent and independent variables and the effect of the independent variables on dependent variables. The study findings were displayed in pie charts and frequency tables and a brief explanation provided for each. This study may be beneficial to employers in the hospitality industry who require an in depth knowledge on how to empower employees for better service delivery, entrepreneurs who may want to venture into restaurant business and academicians who may want to broaden their knowledge and understanding on employee empowerment. The study findings indicated a positive correlation R (coefficient of correlation) of 0.79 signifying that there was a strong relationship between employee empowerment and customer service delivery. The results indicated that there was a significant statistical relationship between the independent and the Customer service delivery, training R=0.082, leadership R= 0.054, employee involvement R=0.212 and incentives R=0.518. There was also a positive association between the dependent and independent variable of 0.792, the study therefore rejected the null hypotheses (H0) and accepted the alternate hypotheses (HA) ,that there is a significant relationship between Training, Leadership, Employee Involvement and Incentives as measures of Employee empowerment and Service delivery based on the correlational analysis and regression analysis results. The study concluded that it’s important for restaurants to consider training, leadership, providing attractive incentives and involving employees in decision making in order to create competitiveness in service delivery so as to achieve maximum customer satisfaction.
46
Shim, Hyeon-Sook, Sang-Lin Han, and Joseph Ha. "The Effects of Consumer Readiness on the Adoption of Self-Service Technology: Moderating Effects of Consumer Traits and Situational Factors." Sustainability 13, no. 1 (December 24, 2020): 95. http://dx.doi.org/10.3390/su13010095.
Full textAbstract:
Self Service Technology (SST] refers to technological interfaces that enable customers to produce a service independently, without service employees’ direct involvement. Because of the recent technological evolution and rising labor costs, most companies in the retail and service industries tend to use more technology-based SST options. This study tried to investigate the effects of technology readiness and consumer readiness on SST service quality, attitude toward using SST, and intention to use SST in the restaurants. This study verified that consumer readiness as well as technology readiness is a significant leading variable that influences perceived SST service quality that previous studies have not dealt with. The results of this study can provide various suggestions regarding the recent technology-based customer services from the practical point of view.
47
Rudolfné Katona, Mária, and Nándor Komáromi. "Quality-satisfaction-loyalty: consumer behaviour in catering." Applied Studies in Agribusiness and Commerce 8, no. 4 (December 29, 2014): 5–11. http://dx.doi.org/10.19041/apstract/2014/4/1.
Full textAbstract:
Our study is the result of the initial research of a qualitative and quantitative research consisting of more stages. The survey was made between 2007 and 2013 and specially focused on the satisfaction of Hungarian customers of catering enterprises with hot kitchen as well as on factors influencing satisfaction and customer loyalty. The results proved that a well planned, central strategy cannot be prepared for the whole catering industry as even enterprises with the same profile (warm food kitchen) show significant differences. The most important task for an enterprise is to establish and know its appropriate clientele well in order to suit its services, selection to their requirements. Our assumption that customers of fast food restaurants, canteens have lower expectations from selection, personal relations, quality of services than customers of restaurants, public houses, wayside inns, brasseries with traditional methods of selling was proven. In the lattest, the main aspect of choosing a 'favourite place' was the quality of human relations, with the special role, besides other customers, of the staff. Establishing unique atmosphere to the liking of customers can be regarded as an important point of the operational strategy. It was also proven that the majority of regular customers of restaurants are men, coming from the economically active population. Other active users are youngsters, they mainly go to fast food restaurants. More impersonal advertisements hardly have any effect, while successful word of mouth propaganda can be achieved by consequent, high level work. Regular customers can be characterized by rather emotional than market-based attachment. Favourite units are mainly preferred because of their atmosphere, relationships with acquaintances and friends, not because of measurable features, selection or prices. Those visiting catering enterprises with hot kitchen more frequently are more critical and less satisfied, in spite of this, they are reluctant to part from their regular places.
48
Neilenko, Sergii, and Valentyna Rusavska. "Implementation of Artificial Intelligence in Restaurants." Restaurant and hotel consulting. Innovations 4, no. 1 (June 22, 2021): 73–86. http://dx.doi.org/10.31866/2616-7468.4.1.2021.234831.
Full textAbstract:
The topicality. In recent years, there has been a need to study the artificial intelligence use for the operation of restaurants, as in Ukraine (and in most countries) there is no such experience. The use of artificial intelligence systems customer-to-customer and item-to-item will ensure the quality of food delivery sites, which will allow you to analyze the order of the guest and identify the patterns of his preferences thus, automatically ask him to choose a certain set, dish and successful additions to the order, which will increase the average check, or choose new establishments that will help them enter the market of restaurant services. Purpose and methods. The purpose of the study is to analyze the current state, determine the prospects for the application of existing robotic technologies in the technological process of restaurants and develop a robotization scheme of the technological process of restaurants such as salad bar. Methods are in the course of research the methods of logical generalization concerning development of the robotization scheme of technological process which were carried out by means of the computer ArchiCaD program were applied. Results. The problem of introduction and the artificial intelligence use are studied by scientists and researchers in various fields of science. Considering their scientific works, it can be noted that artificial intelligence is already actively used for the manufacture of culinary products in foreign restaurants. There are known examples of the use of barista robots, pizza robots, salad maker robots, burger maker robots, etc. The study developed the robotization scheme of the technological process of salad bar, consisting of three stages. The first stage is the service of visitors in the shopping area, where the selection of the order, payment through the terminal and the subsequent automatic receipt of culinary products and beverages. The second stage is the preparation of semi-finished products in the procurement area. This process is controlled by a chef-operator, who controls the required number of semi-finished products and cleans and cuts vegetables, fruits, meat and fish products using machines for cleaning and slicing culinary products. The program provides for the analysis of the balance and the required number of semi-finished products and the choice of components for the preparation of salads with artificial intelligence. The third stage is the automatic preparation of salad in the pre-cooking production area. The artificial intelligence placed in the system analyzes the guest’s order and activates the containers with the necessary ingredients, mixes them and unloads them into a container covered with a plastic lid, and the robot stamping element leaves the order number on the lid. The proposed scheme provides for compliance with sanitary and hygienic standards for institutions of this type. With the developed system of production activities, the required number of employees will be 5 people: cleaner in the trade area, dishwasher, tray packer, cook-operator of the pre-cooking area and system administrator of artificial intelligence. Conclusions and discussions. The authors analyze the current state, identify prospects for the application of existing robotic technologies in the technological process of restaurants and developed a robotization scheme of the technological process on the example of a salad bar. The developed scheme consists of three stages: service of visitors, preparation of semi-finished products and automatic preparation of finished goods. It is assumed that the implementation of the developed system will speed up the process of customer service, reduce the area of production facilities and, accordingly, increase the restaurant turnover.
49
Ahmad, Maqsood. "Delays in Services and Customer Service Evaluation: A Study of Family Dining Restaurants of Pakistan." Journal of Investment and Management 7, no. 4 (2018): 108. http://dx.doi.org/10.11648/j.jim.20180704.11.
Full text
50
Choi, Choongbeom, and Atul Sheel. "Assessing the Relationship Between Waiting Services and Customer Satisfaction in Family Restaurants." Journal of Quality Assurance in Hospitality & Tourism 13, no. 1 (January 2012): 24–36. http://dx.doi.org/10.1080/1528008x.2012.643186.
Full text