Aim: The aim of this research is to investigate factors which influence customer satisfaction in Asian restaurants.Method: Qualitative method and quantitative are used in this research. The data collected from both questionnaires and semi-structured interviews. Result and Conclusions: The research concludes that food quality and service quality are important factors of customer satisfaction towards Asian restaurants in Gävle. Meanwhile, environmental factors, the price of food and the authenticity of food also affect satisfaction of the Asian restaurant customers. Suggestions for future research: Future research could expand the diversity of samples to get a broader perspective of Customer satisfaction, or based on our research framework, a narrowed perspective of only one type of restaurant would be studied in the future. Contribution of the thesis: This thesis provides a new idea of studying customer satisfaction. Moreover, the research developed a model of customer satisfaction in the restaurant industry. Key words: Food Quality, Service Quality, Environmental Factors, Price and Authenticity Impression of Asian restaurants

The current study investigated the effectiveness of a task clarification meeting and consistent task specific feedback on the completion of customer service tasks by servers at a local sit-down restaurant. The current study also investigated whether customers tip based on social convention (i.e., adjust a tip based on bill percentage according to the quality of customer service received) and whether customer service quality ratings were related to task completion and tip percentage. A list of tasks that should be completed during the course of table-service was developed into a survey through meetings with a restaurant manager. In experiment 1, task completion, tip percentage, and customer service quality data were collected by customers and completed surveys were left on the table as feedback for participants to find. The task clarification meeting and task specific customer feedback increased task completion for two of the three participants, tips were not related to task completion, task completion was moderately and significantly related to customer service quality, and customer service quality was not significantly related to tip percentage. In experiment 2, data were collected by the lead experimenter and completed surveys were vocally and visually reviewed by the experimenter with the server. The task clarification meeting and task specific experimenter feedback increased task completion for all three participants and tips were not related to task completion. Implications of the data as they relate to previous research on feedback and pay-for-performance schedules are discussed.

The basic aim of this thesis was a discovery of new trends in gastronomy and their use in contemporary life. Especially, how people react to the modern trends, what are their claims and what measurement they apply or accept them. How they perceive {\clqq}experience gastronomy``, what they prefer and whether they are satisfied or not.

Orientador: Elisabete Salay / Tese (doutorado) - Universidade Estadual de Campinas, Faculdade de Engenharia de Alimentos / Made available in DSpace on 2018-08-20T07:40:39Z (GMT). No. of bitstreams: 1 Danelon_MarianaSchievano_D.pdf: 3248029 bytes, checksum: e8ac5de57aff9a65e1d5662613e18c3d (MD5) Previous issue date: 2012 / Resumo: O padrão alimentar da população brasileira tem sido caracterizado, entre outros aspectos, pelo reduzido consumo de hortaliças e pelo crescimento do número de refeições realizadas fora do domicílio. A utilização dos serviços de alimentação pode representar oportunidade para a inclusão de variedade de hortaliças na dieta. Tem sido pouco estudado, no Brasil, o comportamento do consumidor quando se alimenta fora de casa. Este pode ser influenciado pelos riscos percebidos em uma situação de compra. Com base na percepção dos riscos, o consumidor pode adotar diferentes estratégias no momento das escolhas, na tentativa de minimizá-los. Face ao exposto, a presente pesquisa teve como objetivos: desenvolver uma escala, com indicadores de validade e confiabilidade satisfatórios, para analisar a percepção do consumidor sobre os riscos relacionados ao consumo de saladas de hortaliças cruas em restaurantes à la carte; examinar a frequência de uso, pelo consumidor, de estratégias redutoras dos riscos físicos, no contexto estudado; identificar o perfil dos frequentadores de restaurantes à la carte e consumidores de saladas de hortaliças cruas neste tipo de estabelecimento; e avaliar associações entre as variáveis estudadas (percepção de risco, frequência de uso das estratégias redutoras de risco e frequências de consumo) e as características sociodemográficas do consumidor e, quando pertinente, a tendência à desejabilidade social. Uma escala de percepção de risco foi previamente elaborada com base em revisão de literatura, realização de dois grupos focais (envolvendo seis consumidores em cada sessão), avaliação de dez especialistas (validação de conteúdo) e pré-teste (n = 30 consumidores). Duas pesquisas de campo foram realizadas, envolvendo indivíduos adultos, residentes na cidade de Campinas, SP, e que haviam freqüentado restaurantes à la carte no mínimo uma vez nos três meses prévios à realização da pesquisa. Na primeira coleta, 271 consumidores foram entrevistados em dois shopping centers da cidade. Esta coleta teve como objetivo a purificação da escala, sendo avaliadas a correlação item-total, a confiabilidade e a análise fatorial exploratória. Na segunda coleta de dados, 359 consumidores foram entrevistados em um shopping center da região central da cidade, sendo realizadas as etapas de purificação da escala e a validação de construto (análise fatorial confirmatória). Além da escala de percepção de risco, o questionário apresentava 17 estratégias redutoras de risco (elaboradas com base em revisão de literatura e na condução dos dois grupos focais), variáveis sociodemográficas e uma escala para identificar a tendência à desejabilidade social. Com base nos resultados da segunda coleta (n = 359), foram realizadas as análises envolvendo as diferenças nos níveis de riscos percebidos pelo consumidor e na frequência de uso das estratégias de redução de risco em função de variáveis sociodemográficas. As análises envolvendo a frequência de consumo de saladas de hortaliças em restaurantes à la carte foram conduzidas tendo por base os resultados das duas coletas (n = 630). Foram construídos bancos de dados usando os softwares Predictive Analytics Software 18.0 e LISREL 8.80. Análises descritivas foram realizadas e testes não paramétricos foram utilizados para a comparação de médias e correlações. A escala de percepção de risco final apresentou 26 itens e adequada confiabilidade (a de Cronbach = 0,93). A análise fatorial confirmatória validou um modelo de percepção composto por seis tipos de risco: físico, de desempenho, financeiro, de tempo, psicológico e social. Os resultados da aplicação do questionário revelaram que 52,3% dos indivíduos afirmaram se alimentar em restaurantes à la carte no mínimo uma vez por semana. Diferenças significativas (p<0,05) foram observadas ao se considerar as variáveis sociodemográficas e a frequência de consumo em restaurantes à la carte ou a frequência de consumo de saladas. A frequência de consumo de salada neste tipo de restaurante foi significativamente (p<0,05) maior no almoço durante a semana. A desejabilidade social parece não ter influenciado as respostas dos consumidores quanto à frequência de consumo deste tipo de alimento. Os consumidores apresentaram uma moderada percepção de risco, sendo percebidos maiores níveis para os riscos físicos e de desempenho (médias iguais a 24,2, considerando escala que poderia variar entre 1 e 49). A média para o risco social (igual a 8,5) foi significativamente inferior a dos demais tipos de riscos. Diferenças (p<0,05) nos níveis percebidos dos tipos de riscos foram identificadas em função das variáveis sociodemográficas: de forma geral, as mulheres e os indivíduos com menor escolaridade perceberam os maiores níveis de riscos no contexto pesquisado. As estratégias redutoras de risco ¿levo em consideração a aparência geral do restaurante¿, ¿frequento restaurantes que já conheço¿, ¿deixo de frequentar o restaurante no qual já tive alguma experiência desagradável¿ e ¿levo em consideração a higiene geral do restaurante¿ foram as mais frequentemente utilizadas. ¿Visito a cozinha do restaurante¿ foi a estratégia com freqüência de uso significativamente menor que todas as demais. Diferenças (p<0,05) na frequência de uso das estratégias em função das variáveis sociodemográficas foram identificadas. Foi observada correlação positiva significativa (p<0,05) entre a desejabilidade social e algumas estratégias. Conclui-se que a escala de percepção de risco desenvolvida apresenta indicadores adequados de confiabilidade e validade e se espera que os resultados constituam subsídios para os programas públicos (como aqueles voltados a informar o consumidor), bem como forneçam suporte à elaboração de estratégias de crescimento do setor de serviços de alimentação / Abstract: The standard diet of the Brazilian population has been characterized, amongst other aspects, by a reduced consumption of vegetables and by an increasing number of meals eaten away from home, and hence the use of food services could represent an opportunity to include a variety of vegetables in the diet. Consumer behavior when eating away from home has been little studied in Brazil, and could be influenced by the risks perceived in a buying situation. Based on his/her perception of the risks, the consumer could adopt different strategies at the moment of choice, in an attempt to minimize them. With this in mind, the present research had the following objectives: develop a scale with satisfactory validity and reliability indicators to analyze consumer perception with respect to the risks involved in eating raw vegetable salads in full-service restaurants; examine the frequency with which the consumers use strategies to reduce physical risks in the context under study; identify the profile of those frequenting full-service restaurants and eating raw vegetable salads; evaluate associations between the variables studied (risk perception, frequency of use of risk reducing strategies and the frequencies of consumption) and the sociodemographic characteristics and, when pertinent, the tendency for social desirability. A risk perception scale was previously elaborated based on a review of the literature, the carrying out of two focus groups (involving six consumers in each session), the evaluation of ten specialists (content validation) and a pre-test (n = 30 consumers). Two field surveys were also carried out involving adult individuals resident in the city of Campinas, SP, Brazil, all of whom were used to frequenting full-service restaurants at least once in the 3 months prior to the survey. In the first data collection, 271 consumers were interviewed in two shopping centers in the city. The objective of this collection was to purify the scale, and hence the item-total correlation, reliability and exploratory factor analysis were evaluated. In the second data collection, 359 consumers were interviewed in a shopping center in the central region of the city, carrying out the scale purification and construct validation (confirmatory factor analysis) steps. In addition to the risk perception scale, the final questionnaire presented 17 risk-reducing strategies (elaborated based on a review of the literature and the carrying out of two focus groups), socio-demographic variables and a scale to identify a tendency for social desirability. Based on the results of the second collection (n = 359), analyses were carried out involving the differences in the risk levels perceived by the consumer and the frequency of use of the risk-reducing strategies as a function of the socio-demographic variables. The frequency of eating vegetable salads in full-service restaurants was evaluated based on results of both collection (n = 630). Data banks were constructed using the Predictive Analytics 18.0 software and the LISREL 8.80 software. Descriptive analyses were carried out and non-parametric tests used to compare the means and correlations. The final risk perception scale presented 26 items and adequate reliability (Cronbach¿s a coefficient = 0.93). The confirmatory factor analysis validated a perception model composed of six types of risk: physical, performance, financial, time, psychological and social. The results of applying the questionnaire showed that 52.3% of the individuals stated they ate in full-service restaurants at least once a week. Significant differences (p<0.05) were observed when considering the socio-demographic variables and the frequency of eating in full-service restaurants or the frequency of eating salads. The frequency of eating salads in this type of restaurant was significantly higher for weekday lunches and social desirability apparently had no influence on consumer responses with respect to the frequency of eating salads. The consumers showed moderate risk perception, perceiving higher risk levels for physical and performance (means of 24.2 on a scale varying from 1 to 49). The mean for social risk (equal to 8.5) was significantly lower than for the other types of risk. Differences (p<0.05) in the levels perceived for the different types of risk as a function of the socio-demographic variables were identified: in general women and those with lower scholastic levels perceived higher levels of risk in the context surveyed. The most frequently used risk reducing strategies were the following: ¿I take the general appearance of the restaurant into consideration¿, ¿I frequent restaurants I already know¿, ¿I don¿t go back to restaurants where I had an unpleasant experience¿ and ¿I take the general hygiene level of the restaurant into consideration¿. The strategy ¿I visit the restaurant¿s kitchen¿ showed a significantly lower frequency of use than the other strategies. Differences (p<0.05) in the frequency of use of the strategies as a function of the socio-demographic variables were identified and a significant positive correlation (p<0.05) was observed between social desirability and some strategies. It was concluded that the risk perception scale developed showed adequate reliability and validity indicators, and it is hoped that the results provide subsidy for public programs (such as those directed at providing information to the consumer), and provide support for the elaboration of growth strategies for the foodservice sector / Doutorado / Consumo e Qualidade de Alimentos / Doutor em Alimentos e Nutrição

Denna studie är ämnad att granska hur kunder och anställda påverkas på olika sätt av att en applikation ingår i tjänsteprocessen på en restaurang. Genom intervjuer, observationer och en enkätundersökning med kunder på Pinchos har vi studerat hur olika faktorer påverkar kundnöjdheten på restaurangen. Vidare har vi genom intervjuer med anställda på Pinchos även undersökt hur deras arbetsuppgifter och roller har påverkats genom applikationens närvaro. Resultat från kundundersökningen visar att det i detta fall finns ett samband mellan applikationen och den totala kundnöjdheten, vilket betyder att applikationen måste fungera utan problem för att undvika missnöjda kunder. Från intervjuer med anställda visar resultatet att deras arbetsuppgifter och roller skiljer sig någorlunda gentemot mer traditionella restauranger och att arbetssättet, enligt dem, genererar ett mer effektivt sätt att arbeta på. Vidare visade det sig från intervjuer med de anställda att deras arbetsuppgifter påverkas negativt och försvåras om inte tekniken fungerar som den ska. Studien resulterar bland annat i en illustration över tjänsteprocessen som visar hur kundnöjdheten påverkas av applikationens närvaro på restaurangen. Utifrån denna modell har förslag på förbättringar lagts fram i syfte att kunna öka kundnöjdheten på Pinchos. Studien resulterar även i en Servicescape-modell som belyser den betydelse som omgivningen kan ha på kunder och anställdas tillfredsställelse. Vidare uppmärksammar även modellen hur omgivningen kan påverka de sociala interaktioner som sker inne på restaurangen. Dessa två illustrationer visar på ett effektivt sätt hur dynamiken i systemet fungerar. Den primära slutsatsen för denna studie är att tekniken måste fungera utan problem på en restaurang där en applikation ingår i tjänsteprocessen, detta för att både gäster och anställda ska bli så tillfredsställda som möjligt med sin närvaro. / This study is intended to examine how customers and employees are affected in different ways by an application included in the service process at a restaurant. Through interviews, observations and a survey with customers at Pinchos we have studied how different factors affect customer satisfaction at the restaurant. Furthermore, we have through interviews with employees at Pinchos also investigated how their duties and roles have been affected by the application's presence. Results of the survey show that it in this case is a connection between the application and the overall customer satisfaction, which means that the application must function correctly to avoid customer dissatisfaction. From interviews with employees, the results show that their duties and roles are fairly different compared with more traditional restaurants and that, according to themselves, it generates a more efficient way of working. Moreover, the interviews with the employees showed that their duties were negatively affected and complicated unless the technology does not work properly. The study results, among other things, in an illustration of the service process that shows how customer satisfaction is affected by the application’s presence in the restaurant. Based on this model, suggestions for improvements have been made in order to increase customer satisfaction at Pinchos. The study also results in a Servicescape-model that highlights the importance the environment can have on customer and employee satisfaction. Furthermore, the Servicescape-model also draws attention to how the environment can affect the social interactions, which takes place inside the restaurant. These two illustrations demonstrate how, in an effective way, the dynamics of the system works. The primary finding of this study is that the technology must work without any problem in a restaurant where an application is included in the service process in order to ensure that both the guests and the employees will be as satisfied with their presence as possible.

Taipei is a diversified city with a large customer base to start up a new type of fusion restaurant. The idea of starting my own restaurant – FoodMaster would not only provide the public with a variety of delicious healthy dishes, but could also be regarded as a shelter; customers could relax and feel respected due to FoodMaster’s excellent services. In addition, the quality of ingredients is carefully monitored as food safety is now everyone’s concern. The business plan will give you an overview of FoodMaster’s business model and marketing strategies. After careful calculations based on realistic assumptions, the restaurant is able to reach break-even point in a year.

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The Statement of the Problem: This research proposes to identify and evaluate the existing management practices and management performance of two categories of restaurants by comparing the Chinese specialty restaurant to the American specialty restaurant in the Miami, Florida area.

The main research objective of this study was to determine whether Wi-Fi affects customer's loyalty and how its impact differs depending on the type of restaurants: coffee shops, fast food restaurants, and casual dining restaurants. For the study I designed a primary field survey to collect data and performed multiple linear regression analysis to test the study hypotheses. Findings show that Wi-Fi service factors turned out to be significant for all types of restaurants for both attitudinal and behavioral loyalty. Wi-Fi service factors were more important for coffee shop loyalty than fast-food restaurants or casual dining restaurants. However, not all of the Wi-Fi usage factors were significant consistently. Furthermore, Wi-Fi service factors were much more important for coffee shop loyalty than fast food restaurants or casual dining restaurants. Findings are expected to assist hospitality marketers to utilize Wi-Fi service as a point of service towards their customers.