It is about execution in the restaurant business and critical success factors
By
ACKNOWLEDGEMENT
I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.
DECLARATION
I [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.
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ABSTRACT
The restaurant industry appeals to those people who are interested in starting their own business. The restaurant industry has no shortage of failures. The purpose of the study is to shed light on why some restaurants fail and succeed and what factors are responsible for the success of the restaurant. This study is of particular importance to the service industry and service marketing industry practitioners mainly for the hospitality industry sector. The aim of the study is to assess the critical success factors which are considered in while executing in restaurant business. The result of the case study analysis was based on interviews from the owners of the 4 restaurants who determined that the service and quality of food provided in the restaurant in necessary while considering customer satisfaction. Areas such as change management, innovative leadership, or agents of change would fit into further research. Since, there is limited academic research pertaining to full-service restaurants, the findings of this research will be valuable to students looking to this industry as a career as well as scholars interested in conducting future research.
TABLE OF CONTENTS
ACKNOWLEDGEMENTII
DECLARATIONIII
ABSTRACTIV
CHAPTER 1: INTRODUCTION1
Background of the Study1
Rationale of the study2
Problem Statement2
Purpose of the Study3
Significance of the Study4
Research Question5
Research Aim5
CHAPTER 2: LITERATURE REVIEW6
Restaurant Industry6
Defining Success8
Critical Success Factors9
Critical Success Factors in Restaurant Industries12
Customer Satisfaction13
Customer Loyalty and Behavioural Intentions16
Use of best practices to retain customers20
Role of Customer Service21
Nature of customer service22
Importance of customer satisfaction25
Service Quality27
CHAPTER 3: METHODOLOGY30
Qualitative Research31
Interviews32
Case Study33
Sample34
Strength and weaknesses of interview research34
Informed Consent35
Confidentiality35
Validity and Reliability36
Research Ethics37
CHAPTER 4: ANALYSIS AND DISCUSSION39
Case Study Analysis39
Restaurant A39
Restaurant B40
Restaurant C40
Restaurant D41
Common factors among case studies42
Discussion42
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS45
Conclusion45
Recommendations47
Implications of Future48
REFERENCES50
BIBLIOGRAPHY54
CHAPTER 1: INTRODUCTION
Background of the Study
The restaurant industry appeals to those people who are interested in starting their own business. The heritage of restaurants is built on many entrepreneurs who include Colonel Harland Sanders (KFC), Ray Kroc (McDonalds), David Thomas (Wendy's), Thomas Monahan (Domino's Pizza), Wolfgang Puck (Wolfgang Puck Bar and Grill, Spago, Chinois, Postrio), Howard Schultz (Starbucks), Steven Schussler (Rain Forest Cafe), Emeril's New Orleans Fish House and many others. The success of individuals such as them is based on low entry barriers and love food by the people who tend to draw the attention of entrepreneurs in to running this business. Koys (2003) slightly modify the Rockart definition of CSFs: “Critical success factors can be defined as a small number of easily identifiable operational goals shaped by the industry, the firm, the manager, and the broader environment that are believed to ensure the success of an ...