Professional Documents
Culture Documents
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
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).
Dining
Greetin Queue
Waiting Experience
g No.
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