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- Title
Expectations of the Service Experience Offered by Restaurants and Cafés in Hamilton, New Zealand.
- Authors
Mohsin, Asad; McIntosh, Alison; Cave, Jenny
- Abstract
Growing competition in the hospitality sector and the need to remain customer focused impose the need to provide excellence in service and quality to retain and propagate customers. Restaurants 0and cafés in Hamilton (the fourth largest city in New Zealand) are no different in their experience of this competitive environment. This study attempts to assess the service experience expectations and perceptions of restaurant- and café-goers in Hamilton. It draws upon the responses of 340 respondents to examine their expectations and actual experiences of dining out in a restaurant or café. The findings, in revealing the actual experience of the restaurant-and café-goers, indicate mostly above average performance but also suggest differences in actual experience according to gender and age groups. The findings are expected to help the owners of restaurants and cafés to address those gaps and improve the satisfaction rate of their customers, thereby bringing about repeat business and improving profits.
- Subjects
HAMILTON (N.Z.); NEW Zealand; RESTAURANT customer services; COFFEEHOUSES; ECONOMIC competition; HOSPITALITY industry
- Publication
Australian Voice, 2006, Vol 12, Issue 2, p108
- ISSN
1325-1317
- Publication type
Article