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    Improving service quality of the restaurant staff: a case study of Deutsches Eck pub & restaurant 

    Sirilak Benjamin; Fernando, Maria Socorro Cristina L. (2016)

    This study focused on improving the service quality of the restaurant staff in terms of communication, assurance and responsiveness at Deutsches Eck pub and restaurant. The researcher conducted the survey of the restaurant service by using questionnaires with 35 selected customers and conducted the interviews with two managements in the Pre-ODI and Post-ODI phases. Interview data was used as qualitative data. Mean and frequency were used as the quantitative data from the questionnaire. Paired Sample T - Test was used to determine the initial ...