Service Quality Gap in Restaurants
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SERVICE QUALITY GAP IN RESTAURANTS IN VARANASI
Under the Guidance of Dr. Ashutosh Mohan
By:-
Prachi Prabha Chauhan(31)
Jitendra Singh(19)
MBA-IB (2010-2012)
INTRODUCTION
The restaurant industry is a demanding sector that stresses the provision of high-level customer service and continuous quality improvement. As lifestyles change and dining out becomes more and more commonplace, customers desire new flavors, comfortable ambience and pleasant memories. What is more, they prefer an excellent overall dining experience.
Dining experience is comprised of both tangible and intangible elements. While tangible elements can easily be improved, the intangible part of restaurant service requires considerable attention. Researchers have noted that the ability to deliver high quality service will provide long-term financial viability and sustainable business success. Hence, restaurants that provide customers with quality services can gain a stronger competitive position in today’s dynamic marketplace.
Recent studies suggested that organizations should identify targeted customers and develop skills and commitment in order to meet customer expectation and requirements. Those who provide customers with quality services can have a stronger competitive position in today's dynamic marketplace. The hotel and restaurant industry is a demanding sector that stresses the provision of high-level customer service and continuous quality improvement. Like elsewhere, many hotels and restaurants in Hong Kong have been facing keen competition locally and abroad and have been struggling for survival. According to the statistics of the Hong Kong Tourist Association (2000), Hong Kong has been experiencing a continual drop in the average capita expenditure by each visitor since 1996. There has been a pressing need to encourage local consumption and attract the arrival of visitors.
Quality is fitness to use and the conformance to
SERVICE QUALITY GAP IN RESTAURANTS IN VARANASI
Under the Guidance of Dr. Ashutosh Mohan
By:-
Prachi Prabha Chauhan(31)
Jitendra Singh(19)
MBA-IB (2010-2012)
INTRODUCTION
The restaurant industry is a demanding sector that stresses the provision of high-level customer service and continuous quality improvement. As lifestyles change and dining out becomes more and more commonplace, customers desire new flavors, comfortable ambience and pleasant memories. What is more, they prefer an excellent overall dining experience.
Dining experience is comprised of both tangible and intangible elements. While tangible elements can easily be improved, the intangible part of restaurant service requires considerable attention. Researchers have noted that the ability to deliver high quality service will provide long-term financial viability and sustainable business success. Hence, restaurants that provide customers with quality services can gain a stronger competitive position in today’s dynamic marketplace.
Recent studies suggested that organizations should identify targeted customers and develop skills and commitment in order to meet customer expectation and requirements. Those who provide customers with quality services can have a stronger competitive position in today's dynamic marketplace. The hotel and restaurant industry is a demanding sector that stresses the provision of high-level customer service and continuous quality improvement. Like elsewhere, many hotels and restaurants in Hong Kong have been facing keen competition locally and abroad and have been struggling for survival. According to the statistics of the Hong Kong Tourist Association (2000), Hong Kong has been experiencing a continual drop in the average capita expenditure by each visitor since 1996. There has been a pressing need to encourage local consumption and attract the arrival of visitors.
Quality is fitness to use and the conformance to