Case Study On Customer Service

Chang makes a point of putting their customers’ satisfaction at the forefront of their business. This position is illustrated in the 2010 financial report of P.F. Chang which stated that the company’s aim was to “strive to create a loyal customer base that generates a high level of repeat business in our restaurants and translates to interest and trial of our retail products [however] Our business is highly sensitive to changes in guest traffic and our operators concentrate on consistent execution of superior customer service while also focusing on additional opportunities for operating efficiencies” (P.F. Chang, 2011).

Food chain industries are starting to realize the significance of service quality and how it affects customers’ satisfaction. Customer dissatisfaction occur all the time whether it is something as simple as getting the wrong order at a fast food chain restaurant or a service complaint at an expensive restaurant. A customer must be the priority of every business around the world because customers are the ones to buy the goods and services (Lesley & Faure, 1992). According to Thompson (2014), everyone working in the food chain industry will have to deal with customer dissatisfaction at some point in their career, how you handle those dissatisfaction makes all the difference.

The analysis done at 5% significance lever show that overall customer satisfaction was significantly related to average meal price and the type of restaurant. The regression equation show that an increase in meal expenditure means the more the customer is satisfied. The multiple regression equation indicates that Italian customer is more satisfied compared to seafood restaurant.

Service quality is a crucial success in restaurants today. Longhorn managers need to measure and improve the service quality continuously. Managers must be aware of the measurements and training given to reach excellence. Service quality is a complex vague concept however, research has proven that is a restaurant can understand customers they will be more successful in the future. The way that customers view service quality can be difficult and unique depending on the atmosphere given. Longhorn stands for integrity. They do not take shortcuts. The steak that a customer orders is cut by hand in their kitchen and grilled to the customer’s specifications. They take special care for each dish that comes out if the kitchen. That includes quality check. The servers, bartenders and managers rise to the same challenge as the chiefs which is to do things right the first time. That is the Longhorn way. They are not the only place to get a steak but strive to be the only place that can give their customers everything that comes with it.

Based upon our review, you filed a grievance because you received notification from One Exchange that your funding had been cancelled, so you reached out to your former employer and they advised you to reach out your Anthem.

Teaira is a professional candidate that has experience working in a high volume call center.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Perceived service quality as customer-based performances measure is also known as SERVQUAL Model. This study empirically examines organizational barriers to delivering high-quality service performance as measured by customer perceptions and expectations. Using the extended service-quality model developed by Zeithaml, Berry, and Parasuraman (Journal of Marketing, 52, 35-48) as a conceptual framework, five specific propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have

We live in a culture where we want everything fast and easy, and in recent years we have seen the fast and casual restaurant business increase. This fast and casual increase has not just been in the pizza market, but in Mexican, Chinese, burgers, etc. Fast-casual has become the new buzz word. Independent pizza chains have fared worse than the larger pizza chains with sales declining by 5%, but the larger pizza chains showing growth of almost 3.8%. A case study on competitive service quality improvement (CSQI) in the fast food industry was conducted and the results revealed aspects of service, rather than product, were key in differentiation in the saturated market This is not surprising since it becoming more and more difficult to differentiate product. The competitive advantage opportunity lies within the ability to personal and accommodate the customer's experience (Seok-hoon, Yong-pil, 2004). Changes in the next decade will center around increased technology for improving the customer experience along with providing fast and easy service. Pizza chains will focus on quick service while maintaining quality that includes fresh ingredients, and ramping up the delivery

According to Kim and KIm (2009), customer satisfaction is often used to predict the likelihood of customers returning to a restaurant. Some studies (Oh, 2000; Yuksel and Yuksel, 2002), have shown that customer satisfaction is important to food service managers through word-of-mouth leads to repeat patronage, brand loyalty and new customers through word-of-mouth promotion. Another opinion from Kotler and Clarke (1987) define satisfaction as a state felt by a person who has experience performance or an outcome that fulfill his or her expectation. Satisfaction is a function of relative level of experience and perceive performance. When using a dimensions Institutional DINESERV, the satisfaction will strengthen customer loyalty and also improve the dining facility’s status and produce greater

Customer preferences are important concept within services marketing theory. According to my review, service quality have significant relationship with customer preferences. Their finding indicates that the service quality provided by staff is fundamental and crucial to the customer satisfaction in the restaurants. Furthermore, customers will choose the restaurants based on their satisfaction level. In another study by Cronin and Taylor (1992), the study have shown the perceived service quality can greatly affect customers’ satisfaction and customer preferences. Many restaurants out there will pay more attention on service quality because it will directly influencing the customer preferences which will lead to customer revisit and customer will become loyalty to the restaurants. And will directly affect he restaurant revenue. In addition, Yüksel & Yüksel (2002) stated that service quality had the most significant impact on dining satisfaction at the aggregate market

Mani, N. K., & Srivalli, P. (2014). A study on factors influencing Service Quality in Restaurants'. Annamalai International Journal Of Business Studies & Research, 6(1), 1-9.

Service is important in the food and beverage industries, that customer always have a high expectation and needs while dining in the restaurant. To find out how well the service provided, quality is a main element to every service. According to Haksever et al (2000), “Quality is ‘the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs’”. Therefore, service quality is one of the main point in every restaurants to allow them improve and upgrade their level of image and reputation. In this report, Bella Italia was chosen to have an overview of its service quality. It will be find out how well the service practice was made and which part of service can be improve within the restaurant by using the service quality analysis, service recovery, customer feedback mechanism and benchmarking.

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these