Customer Satisfaction And Customer Satisfaction

The guest satisfaction/ customer service was analysed on seven scales or dimensions of satisfaction; Pace of Service, Service Overall, Server Communication & Accuracy, Food (Taste & Quality), Food Preparation, Gratefulness, and Atmosphere (including atmosphere and cleanliness). The following literature supports each dimension, while providing background as to why these strategies should be implemented to create better customer service.

The pace of the meal is to the rate at which your service was provided. This includes the wait time to be seated, the delivery of beverages and food, and the presentation of the check and change. This dimension of guest satisfaction is important to evaluate in guest satisfaction; a rushed meal can make a guest

The findings support the hypothesized positive linkages among food quality, satisfaction, and behavioural intentions. Another segment to this scale is: regardless of the severity of the service failure, each one should be carefully addressed and managed to minimize further discomfort to the guest. That said, operators making mistakes with their food are at a greater risk of losing their guests (Susskind & Viccari, 2011). The food quality will highly affect the return intentions of

Restaurant managers must recognize that not all disgruntled restaurant patrons voice their discontent while at the restaurant – many wait until later, expressing dismay about serious complaints in letters or online sites such as Facebook, Instagram, trip advisor, yelp etc (Customer Satisfaction & Loyalty, 2009). Making sure the guest has left feeling the restaurant and staff were “grateful” for their visit can stop any negative word of mouth (WOM) or service failure that has possibly occurred. This is the last step before the guest or customer is leaving, and the last opportunity to make a service