Simply put, quality of service is the customers’ expectation and evaluation of the level of ease and comfort he is supposed to have while enjoying or operating the products or services of the providing organization. For example, if a restaurant chain is classified as having a four or five star rating, not only would it have a there would be a certain level of proficiency expected in the provision of these services as well. In fact, when we enter a five star restaurant we expect a certain ambience and care and support that emanates from the reception area and goes right through the whole establishment. Empathy, reliability, responsiveness and assurance of the expected level of service are what gives the restaurant its rating and the customer’s perception of the actual services provided gives the satisfaction level of these benefits. Elements of Service Quality There can be many elements of service quality, but they all boil down to the five most important ones which are as under: a. Reliability: This is the ability of the service provider to provide what was promised, in an accurate and dependable manner. b. Assurance: This is the ability of the service provider to convey trust and confidence that what is desired will be carried out. It also reflects the knowledge and courtesy of the service provider while dealing with customer requests or complaints. c. Tangibility: This refers to the physical facilities and equipment at the hotel. Everything from the working style to the dress of the employees should send the message of a caring and responsive attitude to customer needs
The report at hand presents a look into the elements of service quality, how to measure them and how to implement a plan at the HR level to being about a change and improvement in service quality at a restaurant chain. …
The paper focuses on the customer feasibility assessment for setting up an Afro-Caribbean restaurant in Allerton, a suburb in Liverpool, United Kingdom. The paper discusses the micro-level as well as the macro-level assessment of the market for the restaurant.
The growth of the business was considerable and by 1981, there were nearly 1000 restaurants in 50 U.S sates. The specialty of Denny’s restaurants is their round the clock service throughout the year. So, Denny’s restaurants are often situated in areas near to freeway exits, bars and service areas.
Service quality improvement is paramount especially in companies that deal with provision of services to clients. This is because it forms the main base of the organization’s competitive advantage. The competitive advantage is what assists a company to form a strong customer-base. Various companies use different approaches.
The author states that to regulate service delivery, supervisors tend to enforce procedures and rules on the staff to restrict their discretion and autonomy. These similar procedures and rules are envisioned to restrict the magnitude of service delivered for the client and the subsequent absence of customization.
This involves meeting the customer's service expectations and making sure their organisation exceeds quality expectations.
Service organisations have to do things right all the time in terms of satisfying customers and setting competitive pricing structures.
The introduction of quality in the managerial agenda has progressed gradually from being an organizational function to the more recent and ambitious goal of describing the characteristics of quality-oriented organizations.
In deed this is the question of first impression last long; therefore, in cases where the expectation is surpassed, one not only tends to have a lasting liking of the place, but also develops a feeling that the cost
The company has its headquarters in United States, having begun its operations in the year 19401. The founders of this company are, Maurice and Richard McDonald.
McDonalds has diverse sources of revenues, and they emanate from