RESTAURANT ANALYTICAL REPORT

Restaurant Analytical Report



Restaurant Analytical Report

Introduction

Q Smokehouse and Southern BBQ which is located on the famous Argyle Street in downtown Halifax. After having been a frequent customer at the local chain for almost a year now, I have but one thing to change in their method of serving their customers. What I've noticed is that when making an order, the customers must line up and wait their turn to pay first before receiving the order. On top of that, the customers' names are called out so that they must get out of their seats and go back and grab their order from where they made it in the first place and “self-serve” their own table. I find that this also can be discouraging in giving them a tip when I feel like I'm doing the serving myself. It's a fast food method of serving in a non-fast food restaurant. They can change this so that they offer menus at tables, bring the food to you and receive payments at the end when customers are finished. This can potentially maximize both tips and customer satisfaction.

Research Survey

In order to assess the customer satisfaction level, I visited the restaurant to conduct a survey. For this reason, I presented a survey form to some of the customers who were being served by the restaurant staff.

Survey

Questionnaire

YES

NO

1. Do you visit this restaurant on a regular basis?

2. Do you think the last time you visited the outlet, you were served well?

3. Do you think the restaurant should improve upon its services in any aspect?

4. The last time you visited the restaurant, were the waiters responsive to your needs in a timely fashion?

5. Are you disagreeing to the statement that the restaurant should improve upon its services and dealing with the customers especially during rush hours?

6. Is self-service an acceptable practice in this restaurant?

7. Are you satisfied with the way the food is served?

8. Do you think the restaurant could be popular if it treats its customers in a proper manner?

9. Do you think “quality food” coupled with good services is indicative of this restaurant's success?

10. Do you often feel like giving “tip” to the serving men for their diligence and services?

Survey Analysis

After conducting the survey, the results were analyzed and it was observed that a lot of people were dissatisfied with the service provided by the restaurant.

The Concept of Service Quality

Service quality is always considered one of the most important subjects in business management. Nowadays, companies focus on either maintaining or improving their service quality in order to survive in such a competitive business world. Researchers have studied the concept of service quality for a number of years, but no consensus has been reached in terms of how to truly define service quality (Magnusson & Sundin 2005). The concept of service quality can be studied from several perspectives and aspects due to the fact that it is perceived as a multi-dimensional construct requiring multiple perceptual measures to be completely ...