A study on service quality at Masala Andel Indian Restaurant

Niyati Parekh

Diplomová práce

Abstract:

The restaurant industry, as a crucial component of the dynamic hospitality sector, has experienced significant expansion, transforming into vital social centres on a global scale. During tremendous expansion, the need for outstanding service quality has become crucial for restaurants to succeed in the fiercely competitive industry. This study centres around Masala Andel Indian Restaurant, a renowned restaurant in the Czech Republic, utilizing the SERQUAL model to examine the complexities of service quality and its influence on customer satisfaction. This study attempts to address the lack of research on the specific challenges encountered by Masala Andel Indian Restaurant by investigating the underlying causes of service quality problems and providing practical suggestions for enhancement. This research not only focuses on its immediate objectives, but also contributes to the wider comprehension of service quality management in the hotel industry. It aims to promote a culture of excellence and customer-centricity. The main aim is to assess the influence of service quality on customer happiness and loyalty at Masala Andel Indian Restaurant, with a secondary aim of identifying the disparity between consumer expectations and actual experiences in terms of service quality. The study employs a positivist epistemology and incorporates a case study design along with a quantitative research approach. The methodology used is convenience sampling, and data is collected by questionnaires, guided by the SERVQUAL Model. The results demonstrate the varied client base, dynamics of loyalty, and expectations of Masala Andel Indian Restaurant. The study examines several aspects of service quality and highlights specific areas that require enhancement, with a particular focus on cleanliness, professionalism, and aesthetics. Although customers have a generally positive opinion, there are still areas that need improvement. These areas help the restaurant's management in making their service delivery more refined.

Keywords

Hospitality Industry, Service Quality, Customer Satisfaction, Customer Loyalty, SERVQUAL Model, Restaurant Management

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 31. 3. 2024

Obhajoba závěrečné práce

• Obhajoba proběhla 27. 5. 2024
• Vedoucí: doc. Ing. Miloš Ulman, Ph.D.
• Oponent: Dino Sodamin, externi

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Magisterský studijní program:
Business Administration