DEPARTMENT OF MARKETING STUDIES AND INTERNATIONAL MARKETING
University of Chittagong
An assignment of
Course no: 402
Mr.Sagib Kumar Ghosh
Department of Marketing Studies and International Marketing
University of Chittagong
Date of Submission: 08/03/2015
Member’s Name | ID |
Farah Salsabil Faria | 10304069 |
Md. Mehedi Hasan | 10304100 |
Md. Saiful Islam | 10304065 |
Sanjida Akter | 10304038 |
Rifat Fouzia Rifa | 10304093 |
S.M Zia Uddin | 10304017 |
Md. Saidur Islam | 10304111 |
Md. Ariful Islam ...view middle of the document...
Understanding customer perceptions of the service interaction is critical to building customer satisfaction. In recent years, many services have been progressively moving toward technology-based services, in which the service encounter takes place mainly in the digital world. Many service firms implement technology to standardize services by dropping the interaction between employees and customers.Prior research has focused mainly on interpersonal service encounters, although some researchers are starting to investigate technology-based service encounters, given that many service firms are now implementing self-service technologies (SSTs).
We are assigned to prepare an assignment based on any one of service industry. in which we have to measure customer satisfaction with technological encounter. we choose restaurant industry.
The restaurant industry has become one of the most profitable industries in the world. International and local restaurant chains are satisfying the demand of customers in variety of range of products and services. The ready to eat segment (fast Food) has given a new dimension to the industry so that Fast food restaurants like Pizza Hut, KFC, AFC are taking very good business in most of the part of world as well as in many cities of our country and they are spreading their branches very successfully. Basically this is the era of globalization and due to advancement of media world is shrinking in terms of culture and habits so the fashions as well as eating patterns are also being opted among all over the world and this the reason for such a huge spread of restaurant industry in the world.
Definition of Restaurant Service
Service is a type of economic activity that is intangible, is not stored and does not result in ownership. A restaurant is basically a service oriented business which prepares and serves food and drinks to customers in exchange for money, either paid before the meal, after the meal, or with an open account. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of the main chef's cuisines and service models.
Restaurants may be classified or distinguished in many different ways. The primary factors are usually the food itself (e.g. vegetarian, seafood, steak); the cuisine (e.g. Italian, Chinese, Japanese, Indian, French, Mexican, Thai) and/or the style of offering (e.g. tapas bar, a sushi train, a tasted restaurant, a buffet restaurant or a yum cha restaurant). Beyond this, restaurants may differentiate themselves on factors including speed, formality, location, cost, service, or novelty themes (such as automated restaurants).
Restaurants range from inexpensive and informal lunching or dining places catering to people working nearby, with simple food served in simple settings at low prices, to expensive establishments serving refined food and fine wines in a...