Service Quality Report: Analysis of Sand Grill Restaurant in Maldives
VerifiedAdded on 2022/12/01
|17
|2659
|320
Report
AI Summary
This report presents an analysis and evaluation of the service quality at the Sand Grill Restaurant in the Maldives. The study employs a questionnaire survey based on the RATER model to gather customer perceptions regarding the restaurant's performance across various dimensions, including food quality, price, ambiance, and service quality. The report highlights key findings, such as the importance of staff training and improvements in cleanliness and bill accuracy, and provides recommendations for organizational improvement. The research also examines the application of the SERVQUAL model and its dimensions. The analysis reveals areas where the restaurant can enhance its service quality to improve customer satisfaction and increase revenue. The report concludes with suggestions for future research and implementation strategies.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
Running head: SERVICE QUALITY
Service Quality
Name of the Student:
Name of the University:
Author’s Note:
Service Quality
Name of the Student:
Name of the University:
Author’s Note:
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
1
SERVICE QUALITY
Table of Contents
Introduction -..............................................................................................................................2
Overview of the Topic -.............................................................................................................2
Data Collection and Findings -..................................................................................................3
Recommendations for the Organisation -..................................................................................5
Conclusion -...............................................................................................................................6
References -................................................................................................................................7
Appendices -...............................................................................................................................9
Appendix A:...........................................................................................................................9
SERVICE QUALITY
Table of Contents
Introduction -..............................................................................................................................2
Overview of the Topic -.............................................................................................................2
Data Collection and Findings -..................................................................................................3
Recommendations for the Organisation -..................................................................................5
Conclusion -...............................................................................................................................6
References -................................................................................................................................7
Appendices -...............................................................................................................................9
Appendix A:...........................................................................................................................9
2
SERVICE QUALITY
Introduction -
The purpose of writing this report is to analyse as well as evaluate the service quality
of the Sand Grill Restaurant in Maldives. In today’s time and age, it has become extremely
important for the restaurants to maintain certain quality standards in terms of the food they
offer to the customers as well as in terms of health and sanitation (Hanks, Line and Kim
2017). In addition to this, it is also a well-known fact that the competition has been rapidly
increasing and has eventually led to a situation where in the restaurants now have to seek for
different ways to be able to operate in a profitable way.
Overview of the Topic -
Developments in the restaurant industry is one of the factor amongst many more that a
customer uses to select a restaurant. It has become extremely crucial for the Sand Grill
restaurant of Maldives to provide a top quality service to its customers so as to achieve a
comparatively higher level of satisfaction (Wu 2013). The report discusses and takes into
consideration the various concepts of service quality that is, the perceived quality as opposed
to the objective quality, quality as opposed to satisfaction, quality as an attitude, and
expectations compared to the needs and wants. As per the different settings of the different
restaurants, the customers have a high tendency to expect a lot of different things along with
an excellent and fine dining experience (Hanks, Line and Kim 2017). The restaurant, Sand
Grill, serves Seafood, Indian, Italian, European, Sri Lankan, and Asian food to its customers.
In addition to this, the restaurant also offers special diet food items such as vegetarian food
and serves all the three meals of a day along with brunch on special days. Although, the
restaurant is situated in a populated place it still does not attract as much customers as it is
supposed to on a daily basis (Wu 2013).
SERVICE QUALITY
Introduction -
The purpose of writing this report is to analyse as well as evaluate the service quality
of the Sand Grill Restaurant in Maldives. In today’s time and age, it has become extremely
important for the restaurants to maintain certain quality standards in terms of the food they
offer to the customers as well as in terms of health and sanitation (Hanks, Line and Kim
2017). In addition to this, it is also a well-known fact that the competition has been rapidly
increasing and has eventually led to a situation where in the restaurants now have to seek for
different ways to be able to operate in a profitable way.
Overview of the Topic -
Developments in the restaurant industry is one of the factor amongst many more that a
customer uses to select a restaurant. It has become extremely crucial for the Sand Grill
restaurant of Maldives to provide a top quality service to its customers so as to achieve a
comparatively higher level of satisfaction (Wu 2013). The report discusses and takes into
consideration the various concepts of service quality that is, the perceived quality as opposed
to the objective quality, quality as opposed to satisfaction, quality as an attitude, and
expectations compared to the needs and wants. As per the different settings of the different
restaurants, the customers have a high tendency to expect a lot of different things along with
an excellent and fine dining experience (Hanks, Line and Kim 2017). The restaurant, Sand
Grill, serves Seafood, Indian, Italian, European, Sri Lankan, and Asian food to its customers.
In addition to this, the restaurant also offers special diet food items such as vegetarian food
and serves all the three meals of a day along with brunch on special days. Although, the
restaurant is situated in a populated place it still does not attract as much customers as it is
supposed to on a daily basis (Wu 2013).
3
SERVICE QUALITY
Hence, to address the issue, a survey questionnaire was formulated and circulated
amongst the customers to know where the restaurant is going wrong and then improve as well
as develop accordingly. Taking into consideration the fact that Sand Grill is located on the
sandy beach that serves multicultural cuisine food to its customers that is enriched with local
spices and Maldives seafood, it becomes a paradise for the outsiders as well as the locals.
Although, the presentation and the services offered by the staff is not that up to mark and
needs immense improvement (Ryu, Lee and Gon Kim 2012). So, it becomes important for
the restaurant to cater to this issue and resolve at the earliest as it is losing out on its
customers and not generating enough revenue.
Data Collection and Findings -
In order to analyse and have a better understanding of the current situation of the Sand
Grill Restaurant in Maldives, a questionnaire survey took place and obtained the perception
of the customers who visited the restaurant as well as customers who did not visit the
restaurant (Ryu, Lee and Gon Kim 2012). The purpose of this survey was to comprehend the
current state of the quality of service by having a clear understanding of the needs and wants
of the customers as well as understanding their perception towards the restaurant, Sand Grill
(Ramseook-Munhurrun 2012). This situation eventually enabled a scenario where in the
restaurant, Sand Grill, got to know the particular areas that it could focus on and thereby
improve to meet and fulfil the needs and requirements of the customers in a better fashion. A
total of 250 people were surveyed and their responses were recorded and analysed further.
The survey took place in the Sand Grill restaurant and outside two of the nearby restaurants.
In addition to this, the research was based on the RATER model as well as on the
SERVQUAL model. Sampling method was adopted to for the research and primary data was
obtained (Ramseook-Munhurrun 2012). Furthermore, not probability convenience sampling
method was made use in the research as this is one of the easiest ways to conduct a
SERVICE QUALITY
Hence, to address the issue, a survey questionnaire was formulated and circulated
amongst the customers to know where the restaurant is going wrong and then improve as well
as develop accordingly. Taking into consideration the fact that Sand Grill is located on the
sandy beach that serves multicultural cuisine food to its customers that is enriched with local
spices and Maldives seafood, it becomes a paradise for the outsiders as well as the locals.
Although, the presentation and the services offered by the staff is not that up to mark and
needs immense improvement (Ryu, Lee and Gon Kim 2012). So, it becomes important for
the restaurant to cater to this issue and resolve at the earliest as it is losing out on its
customers and not generating enough revenue.
Data Collection and Findings -
In order to analyse and have a better understanding of the current situation of the Sand
Grill Restaurant in Maldives, a questionnaire survey took place and obtained the perception
of the customers who visited the restaurant as well as customers who did not visit the
restaurant (Ryu, Lee and Gon Kim 2012). The purpose of this survey was to comprehend the
current state of the quality of service by having a clear understanding of the needs and wants
of the customers as well as understanding their perception towards the restaurant, Sand Grill
(Ramseook-Munhurrun 2012). This situation eventually enabled a scenario where in the
restaurant, Sand Grill, got to know the particular areas that it could focus on and thereby
improve to meet and fulfil the needs and requirements of the customers in a better fashion. A
total of 250 people were surveyed and their responses were recorded and analysed further.
The survey took place in the Sand Grill restaurant and outside two of the nearby restaurants.
In addition to this, the research was based on the RATER model as well as on the
SERVQUAL model. Sampling method was adopted to for the research and primary data was
obtained (Ramseook-Munhurrun 2012). Furthermore, not probability convenience sampling
method was made use in the research as this is one of the easiest ways to conduct a
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
4
SERVICE QUALITY
questionnaire survey as it does not involve waiting and is less time consuming (Parasuraman,
Zeithaml and Berry 1988).
The RATER model took into consideration the five dimensions namely, empathy,
tangibles, assurance, responsiveness, and reliability. However, the SERVQUAL method or
the tool engulfs the five dimensions of RATER tool with the help of the 22 item scale, has
been noted under criticism. With the help of the two models, the gap can be identified
between the actual expectation and perception of the customers and what is being delivered to
them instead. In addition, this questionnaire will try to address all of the aspects of service
quality (Alex and Ondiek 2014). This will be done by asking the customers to rate the
dimensions from the five options that they are provided with. The questionnaire too is
divided into two parts where in the first part questions the customers about their personal
details such as their name and age while the second part goes on to question and examine the
perceptions as well as the expectations of the customers from the Sand Grill restaurant
(Parasuraman, Zeithaml and Berry 1988). To address this, the Likerts’s scale of five values
has been incorporated where Strongly Agree equals to 1 and it goes on till Strongly Disagree
that equals to 5.
Strongly
Disagree(Very
Bad)
Disagree
(Bad)
Neutral Agree
(Good)
Strongly
Agree (Very
Good)
Price 76%
Ambience 48%
Food
Quality
82%
Service
Quality
70%
Lastly, from the distributed questionnaire, as per Appendix A, it was found that out of
total 250 responses, 54 per cent of them were men (135) and 47 per cent were women (115).
SERVICE QUALITY
questionnaire survey as it does not involve waiting and is less time consuming (Parasuraman,
Zeithaml and Berry 1988).
The RATER model took into consideration the five dimensions namely, empathy,
tangibles, assurance, responsiveness, and reliability. However, the SERVQUAL method or
the tool engulfs the five dimensions of RATER tool with the help of the 22 item scale, has
been noted under criticism. With the help of the two models, the gap can be identified
between the actual expectation and perception of the customers and what is being delivered to
them instead. In addition, this questionnaire will try to address all of the aspects of service
quality (Alex and Ondiek 2014). This will be done by asking the customers to rate the
dimensions from the five options that they are provided with. The questionnaire too is
divided into two parts where in the first part questions the customers about their personal
details such as their name and age while the second part goes on to question and examine the
perceptions as well as the expectations of the customers from the Sand Grill restaurant
(Parasuraman, Zeithaml and Berry 1988). To address this, the Likerts’s scale of five values
has been incorporated where Strongly Agree equals to 1 and it goes on till Strongly Disagree
that equals to 5.
Strongly
Disagree(Very
Bad)
Disagree
(Bad)
Neutral Agree
(Good)
Strongly
Agree (Very
Good)
Price 76%
Ambience 48%
Food
Quality
82%
Service
Quality
70%
Lastly, from the distributed questionnaire, as per Appendix A, it was found that out of
total 250 responses, 54 per cent of them were men (135) and 47 per cent were women (115).
5
SERVICE QUALITY
Moreover, the responses recorded that approximately 90 per cent of people who visited
restaurants were below the age of 50 where in again more than half of this 90 per cent
consisted of the age group of 21-35. This shows that the young generation often visit
restaurants and can be said that they are financially independent and that consuming outside
food is now part of their day to day routine. The main target segment was the Maldivians but
then other people too were included while conducting the research (Alex and Ondiek 2014).
Recommendations for the Organisation -
From the above questionnaire that was distributed amongst 250 respondents, it was
seen that the restaurant needs immediate development so as to not miss out the customers and
thereby enhance its cash flow (Bujisic, Hutchinson and Parsa 2014). The perception of the
customer is quite important to understand the service quality of a restaurant. This elucidates
on the sustainability of the restaurant as well. Moreover, the questionnaire gave a heavy
importance on the dimensions of the restaurant that is the price, food quality, ambience, and
service quality. These are some of the factors that a customer wonders and thinks upon before
actually going to the restaurant as these factors talk about how good the restaurant is and how
varied and different the service of the restaurant is compared to the other restaurants
(Haghighi, Dorosti, Rahnama and Hoseinpour 2012).
In addition to this, the findings suggested that the restaurant, Sand Grill, should train
their staff members in respect of delivering a friendly service and giving enough attention to
the customers (Al-Tit 2015). Also, it was noted that the customers pointed that the restaurant
should be neat and clean and the employees too must dress appropriately as per their role
(Gagić, Tešanović, and Jovičić 2013). The rest rooms too should be cleaned on a regular
basis and lastly there should be fewer or no mistakes when it concerns the bill payment.
SERVICE QUALITY
Moreover, the responses recorded that approximately 90 per cent of people who visited
restaurants were below the age of 50 where in again more than half of this 90 per cent
consisted of the age group of 21-35. This shows that the young generation often visit
restaurants and can be said that they are financially independent and that consuming outside
food is now part of their day to day routine. The main target segment was the Maldivians but
then other people too were included while conducting the research (Alex and Ondiek 2014).
Recommendations for the Organisation -
From the above questionnaire that was distributed amongst 250 respondents, it was
seen that the restaurant needs immediate development so as to not miss out the customers and
thereby enhance its cash flow (Bujisic, Hutchinson and Parsa 2014). The perception of the
customer is quite important to understand the service quality of a restaurant. This elucidates
on the sustainability of the restaurant as well. Moreover, the questionnaire gave a heavy
importance on the dimensions of the restaurant that is the price, food quality, ambience, and
service quality. These are some of the factors that a customer wonders and thinks upon before
actually going to the restaurant as these factors talk about how good the restaurant is and how
varied and different the service of the restaurant is compared to the other restaurants
(Haghighi, Dorosti, Rahnama and Hoseinpour 2012).
In addition to this, the findings suggested that the restaurant, Sand Grill, should train
their staff members in respect of delivering a friendly service and giving enough attention to
the customers (Al-Tit 2015). Also, it was noted that the customers pointed that the restaurant
should be neat and clean and the employees too must dress appropriately as per their role
(Gagić, Tešanović, and Jovičić 2013). The rest rooms too should be cleaned on a regular
basis and lastly there should be fewer or no mistakes when it concerns the bill payment.
6
SERVICE QUALITY
These factors are some of the factors that drives a customer away from the restaurant and
must be taken care of at the earliest.
Conclusion -
Hence, to conclude the above report on service quality of the Sand Grill Restaurant in
Maldives, it can be said that the restaurants implement and abide by different strategies and
marketing mix to be able to succeed as well as differentiate their business. It is extremely
important for them to understand the needs of their customers and to get regular feedback
from them in order for them to improve the service quality. In addition to this, it is believed
that SERVQUAL is an effective measure which is adopted by a lot many restaurants, as it
engulfs all the five dimensions that the RATER tool does, with the help of the 22 item scale.
SERVICE QUALITY
These factors are some of the factors that drives a customer away from the restaurant and
must be taken care of at the earliest.
Conclusion -
Hence, to conclude the above report on service quality of the Sand Grill Restaurant in
Maldives, it can be said that the restaurants implement and abide by different strategies and
marketing mix to be able to succeed as well as differentiate their business. It is extremely
important for them to understand the needs of their customers and to get regular feedback
from them in order for them to improve the service quality. In addition to this, it is believed
that SERVQUAL is an effective measure which is adopted by a lot many restaurants, as it
engulfs all the five dimensions that the RATER tool does, with the help of the 22 item scale.
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
7
SERVICE QUALITY
References -
Alex, O.T. and Ondiek, A.B., 2014. Applicability of SERVQUAL/RATER Model in
Assessment of Service Quality Among Local Authorities in Kenya A Survey of Residents of
Nakuru Town.
Al-Tit, A.A., 2015. The effect of service and food quality on customer satisfaction and hence
customer retention. Asian Social Science, 11(23), p.129.
Bujisic, M., Hutchinson, J. and Parsa, H.G., 2014. The effects of restaurant quality attributes
on customer behavioral intentions. International Journal of Contemporary Hospitality
Management, 26(8), pp.1270-1291.
Cronin Jr, J.J. and Taylor, S.A., 1992. Measuring service quality: a reexamination and
extension. Journal of marketing, 56(3), pp.55-68. (Cronin and Taylor 1992)
Gagić, S., Tešanović, D. and Jovičić, A., 2013. The vital components of restaurant quality
that affect guest satisfaction. Turizam, 17(4), pp.166-176.
Haghighi, M., Dorosti, A., Rahnama, A. and Hoseinpour, A., 2012. Evaluation of factors
affecting customer loyalty in the restaurant industry. African Journal of Business
Management, 6(14), pp.5039-5046.
Hanks, L., Line, N. and Kim, W.G.W., 2017. The impact of the social servicescape, density,
and restaurant type on perceptions of interpersonal service quality. International Journal of
Hospitality Management, 61, pp.35-44.
Kim, E.J., Shon, D. and Lee, Y.K., 2013. The comparison of impacts of in-restaurant
environment on perceived store quality in family restaurant context. International Journal of
Tourism Sciences, 3(2), pp.115-132. (Kim, Shon and Lee 2013)
SERVICE QUALITY
References -
Alex, O.T. and Ondiek, A.B., 2014. Applicability of SERVQUAL/RATER Model in
Assessment of Service Quality Among Local Authorities in Kenya A Survey of Residents of
Nakuru Town.
Al-Tit, A.A., 2015. The effect of service and food quality on customer satisfaction and hence
customer retention. Asian Social Science, 11(23), p.129.
Bujisic, M., Hutchinson, J. and Parsa, H.G., 2014. The effects of restaurant quality attributes
on customer behavioral intentions. International Journal of Contemporary Hospitality
Management, 26(8), pp.1270-1291.
Cronin Jr, J.J. and Taylor, S.A., 1992. Measuring service quality: a reexamination and
extension. Journal of marketing, 56(3), pp.55-68. (Cronin and Taylor 1992)
Gagić, S., Tešanović, D. and Jovičić, A., 2013. The vital components of restaurant quality
that affect guest satisfaction. Turizam, 17(4), pp.166-176.
Haghighi, M., Dorosti, A., Rahnama, A. and Hoseinpour, A., 2012. Evaluation of factors
affecting customer loyalty in the restaurant industry. African Journal of Business
Management, 6(14), pp.5039-5046.
Hanks, L., Line, N. and Kim, W.G.W., 2017. The impact of the social servicescape, density,
and restaurant type on perceptions of interpersonal service quality. International Journal of
Hospitality Management, 61, pp.35-44.
Kim, E.J., Shon, D. and Lee, Y.K., 2013. The comparison of impacts of in-restaurant
environment on perceived store quality in family restaurant context. International Journal of
Tourism Sciences, 3(2), pp.115-132. (Kim, Shon and Lee 2013)
8
SERVICE QUALITY
Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1988. Servqual: A multiple-item scale for
measuring consumer perc. Journal of retailing, 64(1), p.12.
Ramseook-Munhurrun, P., 2012. Perceived service quality in restaurant services: Evidence
from Mauritius. International Journal of Management and Marketing Research, 5(3), pp.1-
14.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International journal of contemporary hospitality
management, 24(2), pp.200-223.
Wu, H.C., 2013. An empirical study of the effects of service quality, perceived value,
corporate image, and customer satisfaction on behavioral intentions in the Taiwan quick
service restaurant industry. Journal of Quality Assurance in Hospitality & Tourism, 14(4),
pp.364-390.
SERVICE QUALITY
Parasuraman, A., Zeithaml, V.A. and Berry, L.L., 1988. Servqual: A multiple-item scale for
measuring consumer perc. Journal of retailing, 64(1), p.12.
Ramseook-Munhurrun, P., 2012. Perceived service quality in restaurant services: Evidence
from Mauritius. International Journal of Management and Marketing Research, 5(3), pp.1-
14.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International journal of contemporary hospitality
management, 24(2), pp.200-223.
Wu, H.C., 2013. An empirical study of the effects of service quality, perceived value,
corporate image, and customer satisfaction on behavioral intentions in the Taiwan quick
service restaurant industry. Journal of Quality Assurance in Hospitality & Tourism, 14(4),
pp.364-390.
9
SERVICE QUALITY
Appendices -
Appendix A:
SURVEY QUESTIONNAIRE
I am carrying out this research on service quality of the Sand Grill Restaurant in Maldives.
Please answer the below set of questions and I thank you for your valuable and precious time.
Moreover, the answers will solely be used for the research purpose and shall be kept
confidential.
Gender
a) Male
b) Female
Age: ________________
Do you visit Maldivian restaurants?
Yes/No
Kindly tick the appropriate answer
Food quality
1. The restaurant gives a wide range of menu items
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The food served is delicious
SERVICE QUALITY
Appendices -
Appendix A:
SURVEY QUESTIONNAIRE
I am carrying out this research on service quality of the Sand Grill Restaurant in Maldives.
Please answer the below set of questions and I thank you for your valuable and precious time.
Moreover, the answers will solely be used for the research purpose and shall be kept
confidential.
Gender
a) Male
b) Female
Age: ________________
Do you visit Maldivian restaurants?
Yes/No
Kindly tick the appropriate answer
Food quality
1. The restaurant gives a wide range of menu items
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The food served is delicious
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
10
SERVICE QUALITY
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. The presentation of food is visually tempting
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. The food is being served at a suitable temperature
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The food taste reflects exactly the Maldivian taste
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
6. The design of the menu is attractive and it reflects an image of The Fine dining
restaurant
SERVICE QUALITY
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. The presentation of food is visually tempting
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. The food is being served at a suitable temperature
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The food taste reflects exactly the Maldivian taste
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
6. The design of the menu is attractive and it reflects an image of The Fine dining
restaurant
11
SERVICE QUALITY
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Price
1. This restaurant provides the best probable price plan which meets my needs
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The price of food that is being charged by the restaurant is rational
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. The costs in this restaurant seem appropriate
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
SERVICE QUALITY
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Price
1. This restaurant provides the best probable price plan which meets my needs
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The price of food that is being charged by the restaurant is rational
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. The costs in this restaurant seem appropriate
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
12
SERVICE QUALITY
4. This restaurant provides superior pricing options compared to other Maldivian
restaurants
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The price is set accordingly to accommodate the Maldivians and attract them
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Ambience
1. The interior design of the restaurant is visually appealing
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The furniture in the restaurant is clean
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
SERVICE QUALITY
4. This restaurant provides superior pricing options compared to other Maldivian
restaurants
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The price is set accordingly to accommodate the Maldivians and attract them
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Ambience
1. The interior design of the restaurant is visually appealing
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The furniture in the restaurant is clean
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
13
SERVICE QUALITY
e) Strongly Agree
3. The temperature is comfortable
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. The seating arrangements are comfortable and give enough space
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The ambience reflects the Maldivian heritage and culture
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
6. The music gives an enjoyable feeling
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
SERVICE QUALITY
e) Strongly Agree
3. The temperature is comfortable
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. The seating arrangements are comfortable and give enough space
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The ambience reflects the Maldivian heritage and culture
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
6. The music gives an enjoyable feeling
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
14
SERVICE QUALITY
Service Quality
1. Employees speaks clearly
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The staff members are friendly and helpful
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. The restaurant offers individual attention to the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. Staff members are always available to serve the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
SERVICE QUALITY
Service Quality
1. Employees speaks clearly
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The staff members are friendly and helpful
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
3. The restaurant offers individual attention to the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. Staff members are always available to serve the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
15
SERVICE QUALITY
5. The restaurant treats each customer with respect and has their best interests at heart
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
6. The restaurant staff understands the specific needs of customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Empathy
1. The restaurant gives individual attention to the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The operating hours are convenient to the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
SERVICE QUALITY
5. The restaurant treats each customer with respect and has their best interests at heart
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
6. The restaurant staff understands the specific needs of customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Empathy
1. The restaurant gives individual attention to the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
2. The operating hours are convenient to the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
16
SERVICE QUALITY
3. The restaurant understand the individual needs of the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. The employees offer extra effort for handling
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The restaurant offers quick correction of the wrong service
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
SERVICE QUALITY
3. The restaurant understand the individual needs of the customers
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
4. The employees offer extra effort for handling
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
5. The restaurant offers quick correction of the wrong service
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
1 out of 17
Related Documents
Your All-in-One AI-Powered Toolkit for Academic Success.
+13062052269
info@desklib.com
Available 24*7 on WhatsApp / Email
![[object Object]](/_next/static/media/star-bottom.7253800d.svg)
Unlock your academic potential
© 2024 | Zucol Services PVT LTD | All rights reserved.