You are on page 1of 16

Service Quality

Introduction
Service Quality & SERVQUAL
Checklist
Critical Incident Technique (CIT)
Brand Value and Standard
Service Recovery
Blueprint
Building Customer Loyalty
Repeat Customer
Trends
Is here
RESTAURANT RATING
Food :   
Drink :  
Service :  
Tangible
convenience,
comfort
good personality of staff
Reliability
good quality of product
Ex. Sushi - fresh raw fish
Responsiveness -
waiters and
waitresses are
available all the time.
Assurance -
freshness and
cleanliness
Empathy - concern
with customers needs
and wants
Checklist for Fuji Japanese Restaurant

Excellent Good Average Poor


1. Quality of food
* Taste    
* Freshness & Cleanliness    
* Raw Material    
* Variety    
* Appearance & Utensil    
2. Services
* Courtesy    
* Supervise    
* Friendly    
* Professional    
3. Menu
* Variety    
* Easy to read    
* Colorful    
4. Rapidly
* Rapidly Services    
* Food Serving    
* Bill Collecting    
5. Cleanliness
* Dining Area    
* Utensil    
* Comfort    
6. Environment
* Decoration    
* Ambience   
* Comfort    
* Atmosphere    
7. Staff
* Welcome guest    
* Smiling   

* Friendly   

* Guests seated efficiently    
* Present menu    
* Uniform   

8. Prices
*Cover the cost    

9. Dining areas
* The floors are clean, dry and in good condition (Please grade).
Most      Less
1 2 3 4 5
* The highchairs, tables and seating are in good condition (Please grade).
Most      Less
1 2 3 4 5
* The exit signs are illuminated (Please grade).
Most      Less
1 2 3 4 5
* The outlets, switches and electrical components are working properly
(Please grade).
Most      Less
1 2 3 4 5
* The lights are working properly (Please grade).
Most      Less
1 2 3 4 5
10. Timing
* Guests are greeted at the table within 60 seconds (Please grade).
Most      Less
1 2 3 4 5
* Drink order arrives within 5 minutes (Please grade).
Most      Less
1 2 3 4 5
 “A critical path of service is a list of the
service steps necessary to provide consistent
quality service to a customer in order in
which they need to be performed” (Martin,
2002).

 “Customer care is all about meeting


customer expectations: staff attitude and
behavior are critical. The point of sale impact
relies on helpful friendly service, explaining
products and service to the customer,
making sure we understand their needs and
 A service recovery is a preplanned
action in response to a customer
complaint or comment. (Scanlon,
2000).
 Provide the comment card and
comment box in dining area
 Customer complain helps to identify
the level of quality product
Custom Drink &
er Food
Arrival Serve

Dining
Greetin Queue
Waiting Experience
g No.

Table Call for


Availab Invite to Bill
le table
Introduce
Menu
Pay Bill
Take
Order Ask for
memb Cashier
er card
discou prepares
nt bill
Kitchen Drink

Custom
er
Leave
Assure and develop an understanding
of customers
Providing a consistent quality of food
and service
Supervise food servers
Develop effective standard
Marketing activities
Customer Loyalty Programs
Efficient Operation
Well-managed of food service operation
 To maintain the highest possible
standard
 To meet customer needs and
expectation
 To produce to same quality of delivery

everytime
Healthy
Restaurant
Fatless and low
calories food
Co-production
with Thai Food

You might also like