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

au.link.externalLink [Full Text] (http://www.assumptionjournal.au.edu/index.php/aumitjournal/article/view/3685/2258)
dc.contributor.author Sirilak Benjamin
dc.contributor.author Fernando, Maria Socorro Cristina L.
dc.date.accessioned 2016-08-22T03:06:32Z
dc.date.available 2016-08-22T03:06:32Z
dc.date.issued 2016
dc.description.abstract 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 impact of ODI in improving the service quality in terms of communication, assurance and responsiveness. After the implementation of the OD interventions to 14 service staffs, those activities were found to be effective. The customers were more satisfied with their expected service in the restaurant. there was significant difference between the Pre and the Post ODI on communication, assurance and responsiveness. Thus, the continuous development is leading the restaurant service to go beyond customer's expectation. en_US
dc.format.extent 8 pages en_US
dc.format.mimetype application/pdf en_US
dc.identifier.citation International Research E-Journal on Business and Economics 2, 1 (May 2016), 35-42 en_US
dc.identifier.uri https://repository.au.edu/handle/6623004553/18042
dc.language.iso eng en_US
dc.rights This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
dc.subject Improving
dc.subject Service quality
dc.subject Communication
dc.subject Assurance
dc.subject Responsiveness
dc.subject.other International Research E-Journal on Business and Economics
dc.subject.other International Research E-Journal on Business and Economics -- 2016
dc.title Improving service quality of the restaurant staff: a case study of Deutsches Eck pub & restaurant en_US
dc.type Text en_US
mods.genre Journal Article en_US
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
AU-IREJ-Abstract-18042.pdf
Size:
483.82 KB
Format:
Adobe Portable Document Format
Description:
Abstract