Contents
ABSTRACT....................................................................................................................................................3
CHAPTER 1: INTRODUCTION........................................................................................................................5
1.1 Introduction...........................................................................................................................................5
1.2Problem Statement.................................................................................................................................6
1.3 Aim and Objectives................................................................................................................................7
1.4Outline of study......................................................................................................................................8
CHAPTER 2: LITERATURE REVIEW................................................................................................................8
2.1 Service Processes...................................................................................................................................8
2.2 Restaurant Service Process Flow...........................................................................................................9
An overview of the sequence of all process activities and tasks involved in the creation of a product
or in the delivery of a service are provided on process maps (Heinrich, Henneberger, Leist and
Zellner 2009). Process maps provide a way for analyzing and assessing the service delivery process
for the managers and decision makers (Kubiak 2007). O'Donnell and O'Donnell (2008) noted that
process maps helps managers and decision makers by placing interrelating systems into perspective
and showing how each task, system, and team members relates in a manner that is easy to
understand..........................................................................................................................................9
2.3 Service Design......................................................................................................................................10
2.3.1 Service Blueprints.........................................................................................................................10
2.4 Service Quality.....................................................................................................................................13
2.4.1Characteristics of Services.............................................................................................................14
2.4.2 Overview of literature on intangibility..........................................................................................15
2.4.3 Criticism of Intangibility................................................................................................................16
2.4.4 Overview of Literature on Heterogeneity.....................................................................................16
2.4.5 Criticism of Heterogeneity............................................................................................................16
2.4.6 Overview of literature on Inseparability.......................................................................................17
2.4.7 Criticism of inseparability..............................................................................................................18
2.4.8Overview of Literature on Perishability.........................................................................................18
2.4.9 Criticism of Perishability...............................................................................................................18
2.5 Service Failure.....................................................................................................................................20
2.6 Service recovery...................................................................................................................................21
2.7 Service Guarantee................................................................................................................................21
1
,CHAPTER 3: RESEARCH METHODOLOGY....................................................................................................22
3.1Introduction..........................................................................................................................................22
3.2 Research type: Quantitative and Qualitative research........................................................................23
3.3 Sample size and Sampling techniques.................................................................................................23
3.4 Data Collection.....................................................................................................................................24
3.5 Secondary Data and Primary Data.......................................................................................................24
3.6 Target population................................................................................................................................24
3.7 Interview..............................................................................................................................................24
3.8 Questionnaires.....................................................................................................................................25
3.9 Covering Letter....................................................................................................................................25
3.10 Pilot Test............................................................................................................................................25
3.11 Data Analysis......................................................................................................................................26
3.12 Limitations of the study.....................................................................................................................26
CHAPTER 4: RESULT AND DISCUSSION.......................................................................................................27
4.1 Introduction.........................................................................................................................................27
4.2 Miam’ees.............................................................................................................................................27
4.3 The relationship between the overall business strategy and the operation strategy..........................28
4.4 Analysis of manager’s perception on the process at Miam’ees...........................................................29
4.5 The core processes and its recovery....................................................................................................29
4.5.1 Service delivery process................................................................................................................29
4.5.2 Menu Ordering.............................................................................................................................31
4.5.3 Queuing system............................................................................................................................31
4.5.4 Home delivery..............................................................................................................................31
4.6SPSS data analysis.................................................................................................................................32
Table 4.8...................................................................................................................................................33
4.9Reconciliation of management perception and customers perception................................................35
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS..............................................................................37
5.1 Recommendations...............................................................................................................................37
5.2 Conclusion...........................................................................................................................................39
REFERENCES..............................................................................................................................................40
APPENDICES
2
, ABSTRACT
Since a couple of years, services are growing in importance in the world economy and this is due
to the progress of technology. Services are diverse and omnipresent in most industries. They are
economic activities that create value and benefit for customers at specific times and places as a
result of bringing a change in restaurant. The objectives of the study were to identify the service
operation management from managers’ perception, to identify processes within the fast food
organization, to identify the most critical process in the fast food restaurant and to analyze the
relationship between customer satisfaction and processes. In the methodology to gather data,
structured interview was carried out with the Manager of Miamees’ Restaurant. A questionnaire
was designed which was distributed to customers of Miamees’ Restaurant. The results of the
3
, study emphasises on customers analysis of the core processes. Statistical data through SPSS has
been used to analyse respondents’ demographic characteristics.
ACKNOWLEDGEMENT
I would like to express my appreciation to the following persons who have made the coursework
possible.
Our module conveyor for her guidance, patience and constructive criticism for this coursework.
Our close friends for their support during the coursework.
The Respondents for their willingness to participate in the survey, and The Human Resource
Manager of Miam’ees restaurant
Last but not least, we would like to thank all the people who indirectly helped us in completing
our research study.
4
ABSTRACT....................................................................................................................................................3
CHAPTER 1: INTRODUCTION........................................................................................................................5
1.1 Introduction...........................................................................................................................................5
1.2Problem Statement.................................................................................................................................6
1.3 Aim and Objectives................................................................................................................................7
1.4Outline of study......................................................................................................................................8
CHAPTER 2: LITERATURE REVIEW................................................................................................................8
2.1 Service Processes...................................................................................................................................8
2.2 Restaurant Service Process Flow...........................................................................................................9
An overview of the sequence of all process activities and tasks involved in the creation of a product
or in the delivery of a service are provided on process maps (Heinrich, Henneberger, Leist and
Zellner 2009). Process maps provide a way for analyzing and assessing the service delivery process
for the managers and decision makers (Kubiak 2007). O'Donnell and O'Donnell (2008) noted that
process maps helps managers and decision makers by placing interrelating systems into perspective
and showing how each task, system, and team members relates in a manner that is easy to
understand..........................................................................................................................................9
2.3 Service Design......................................................................................................................................10
2.3.1 Service Blueprints.........................................................................................................................10
2.4 Service Quality.....................................................................................................................................13
2.4.1Characteristics of Services.............................................................................................................14
2.4.2 Overview of literature on intangibility..........................................................................................15
2.4.3 Criticism of Intangibility................................................................................................................16
2.4.4 Overview of Literature on Heterogeneity.....................................................................................16
2.4.5 Criticism of Heterogeneity............................................................................................................16
2.4.6 Overview of literature on Inseparability.......................................................................................17
2.4.7 Criticism of inseparability..............................................................................................................18
2.4.8Overview of Literature on Perishability.........................................................................................18
2.4.9 Criticism of Perishability...............................................................................................................18
2.5 Service Failure.....................................................................................................................................20
2.6 Service recovery...................................................................................................................................21
2.7 Service Guarantee................................................................................................................................21
1
,CHAPTER 3: RESEARCH METHODOLOGY....................................................................................................22
3.1Introduction..........................................................................................................................................22
3.2 Research type: Quantitative and Qualitative research........................................................................23
3.3 Sample size and Sampling techniques.................................................................................................23
3.4 Data Collection.....................................................................................................................................24
3.5 Secondary Data and Primary Data.......................................................................................................24
3.6 Target population................................................................................................................................24
3.7 Interview..............................................................................................................................................24
3.8 Questionnaires.....................................................................................................................................25
3.9 Covering Letter....................................................................................................................................25
3.10 Pilot Test............................................................................................................................................25
3.11 Data Analysis......................................................................................................................................26
3.12 Limitations of the study.....................................................................................................................26
CHAPTER 4: RESULT AND DISCUSSION.......................................................................................................27
4.1 Introduction.........................................................................................................................................27
4.2 Miam’ees.............................................................................................................................................27
4.3 The relationship between the overall business strategy and the operation strategy..........................28
4.4 Analysis of manager’s perception on the process at Miam’ees...........................................................29
4.5 The core processes and its recovery....................................................................................................29
4.5.1 Service delivery process................................................................................................................29
4.5.2 Menu Ordering.............................................................................................................................31
4.5.3 Queuing system............................................................................................................................31
4.5.4 Home delivery..............................................................................................................................31
4.6SPSS data analysis.................................................................................................................................32
Table 4.8...................................................................................................................................................33
4.9Reconciliation of management perception and customers perception................................................35
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS..............................................................................37
5.1 Recommendations...............................................................................................................................37
5.2 Conclusion...........................................................................................................................................39
REFERENCES..............................................................................................................................................40
APPENDICES
2
, ABSTRACT
Since a couple of years, services are growing in importance in the world economy and this is due
to the progress of technology. Services are diverse and omnipresent in most industries. They are
economic activities that create value and benefit for customers at specific times and places as a
result of bringing a change in restaurant. The objectives of the study were to identify the service
operation management from managers’ perception, to identify processes within the fast food
organization, to identify the most critical process in the fast food restaurant and to analyze the
relationship between customer satisfaction and processes. In the methodology to gather data,
structured interview was carried out with the Manager of Miamees’ Restaurant. A questionnaire
was designed which was distributed to customers of Miamees’ Restaurant. The results of the
3
, study emphasises on customers analysis of the core processes. Statistical data through SPSS has
been used to analyse respondents’ demographic characteristics.
ACKNOWLEDGEMENT
I would like to express my appreciation to the following persons who have made the coursework
possible.
Our module conveyor for her guidance, patience and constructive criticism for this coursework.
Our close friends for their support during the coursework.
The Respondents for their willingness to participate in the survey, and The Human Resource
Manager of Miam’ees restaurant
Last but not least, we would like to thank all the people who indirectly helped us in completing
our research study.
4
