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Guest Satisfaction Analysis of a Casual Dining Restaurant: A comparison of tourist VS non-tourist satisfaction scores.

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Date Issued:
2013
Abstract/Description:
Purpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail), Gratefulness, and Atmosphere in whole (including atmosphere and cleanliness).The eight dimensions were evaluated in the GPS (guest pulse survey) based on a Net Promoter Score, or NPS(&)#174; system, and were compared by guest type: tourist versus non-tourist. Multiple linear regression analyses results concluded that the dimensions of Pace, Service Overall, Food, Food Preparation, and Atmosphere were predicators of Overall Satisfaction for tourist respondents. Service Overall, Server Communication, and Gratefulness were predictors of Overall Satisfaction for non-tourist respondents.
Title: Guest Satisfaction Analysis of a Casual Dining Restaurant: A comparison of tourist VS non-tourist satisfaction scores.
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Name(s): Wickey, Jessica, Author
Murphy, Kevin, Committee Chair
Ro, Hee Jung, Committee Member
Rompf, Paul, Committee Member
, Committee Member
University of Central Florida, Degree Grantor
Type of Resource: text
Date Issued: 2013
Publisher: University of Central Florida
Language(s): English
Abstract/Description: Purpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail), Gratefulness, and Atmosphere in whole (including atmosphere and cleanliness).The eight dimensions were evaluated in the GPS (guest pulse survey) based on a Net Promoter Score, or NPS(&)#174; system, and were compared by guest type: tourist versus non-tourist. Multiple linear regression analyses results concluded that the dimensions of Pace, Service Overall, Food, Food Preparation, and Atmosphere were predicators of Overall Satisfaction for tourist respondents. Service Overall, Server Communication, and Gratefulness were predictors of Overall Satisfaction for non-tourist respondents.
Identifier: CFE0005072 (IID), ucf:49965 (fedora)
Note(s): 2013-12-01
M.S.
Hospitality Management, Hospitality Services
Masters
This record was generated from author submitted information.
Subject(s): Tourist -- Non-Tourist -- Customer Satisfaction
Persistent Link to This Record: http://purl.flvc.org/ucf/fd/CFE0005072
Restrictions on Access: public 2013-12-15
Host Institution: UCF

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