Restaurant Industry
MSc International Hospitality Management
RESTAURANTS
CONTEXTULALISING HOSPITALITY AND TOURISM LECTURER: -
DR. HADYN INGRAM
SUBMITTED BY:-
HASSAN ALI KHAN
L0267KRKR1012
TABLE OF CONTENTS
S.NO. CONTENTS PAGES
1.0 Introduction 03
2.0 Literature Review 04
2.1 The CHAMPS model 05
2.2 The RATER model 07
3.0 Analysis and Research findings 08
4.0 Weaknesses 10
4.1 Weaknesses A restaurant 10
4.2 Weaknesses B restaurant 10
5.0 Recommendations 11
6.0 SERVQUAL 15
7.0 Methods of dealing with complain 16
8.0) Opportunity for MGMT to improve 16
9.0) Benefits of good service quality 16
10 References 17
Part A). MUTUAL SURVEY WITH TRAM Two contrasting restaurants
1): Frankie & Benny’s (Brand)
2): Jenny’s Burger (Independent)
PART B). INDIVIDUAL REPORT
1.0) INTRODUCTION:
Hospitality is the gesture of welcoming the guest with whole heartedly, entertaining the guest with polite and friendly service.
Restaurant originally described from French word: restorer. History of the restaurant says that early start of restraints were from Rome. Thermoplium was the restaurant where people eat and use as a bar. Lately in 11th century the Kaifeng from Chinese described as restaurant. Later French modified the idea of restaurant.
Quality must provide goods and services that completely satisfy the needs of both internal and external customers. Quality serves as the "bridge" between the producer of goods or services and its customer. (Johnson & Weinstein)
Service Quality which is the phenomenon part of the restaurant. Service quality management have never been that demanding ever before. Modern society people are more aware of their rights as customers so since the time passes away customers demands goes high but low tolerance towards complaints.
RESTAURANTS
CONTEXTULALISING HOSPITALITY AND TOURISM LECTURER: -
DR. HADYN INGRAM
SUBMITTED BY:-
HASSAN ALI KHAN
L0267KRKR1012
TABLE OF CONTENTS
S.NO. CONTENTS PAGES
1.0 Introduction 03
2.0 Literature Review 04
2.1 The CHAMPS model 05
2.2 The RATER model 07
3.0 Analysis and Research findings 08
4.0 Weaknesses 10
4.1 Weaknesses A restaurant 10
4.2 Weaknesses B restaurant 10
5.0 Recommendations 11
6.0 SERVQUAL 15
7.0 Methods of dealing with complain 16
8.0) Opportunity for MGMT to improve 16
9.0) Benefits of good service quality 16
10 References 17
Part A). MUTUAL SURVEY WITH TRAM Two contrasting restaurants
1): Frankie & Benny’s (Brand)
2): Jenny’s Burger (Independent)
PART B). INDIVIDUAL REPORT
1.0) INTRODUCTION:
Hospitality is the gesture of welcoming the guest with whole heartedly, entertaining the guest with polite and friendly service.
Restaurant originally described from French word: restorer. History of the restaurant says that early start of restraints were from Rome. Thermoplium was the restaurant where people eat and use as a bar. Lately in 11th century the Kaifeng from Chinese described as restaurant. Later French modified the idea of restaurant.
Quality must provide goods and services that completely satisfy the needs of both internal and external customers. Quality serves as the "bridge" between the producer of goods or services and its customer. (Johnson & Weinstein)
Service Quality which is the phenomenon part of the restaurant. Service quality management have never been that demanding ever before. Modern society people are more aware of their rights as customers so since the time passes away customers demands goes high but low tolerance towards complaints.
References: The first service quality analysis model was produced in the eighties (Grönross, 1983; Grönross, 1984): being the total perceived quality model, based on the individual’s perception of the quality of a service.