QUALITY ANALYSIS OF SERVICES PROVIDED BY JOLLY CAFÉ OF THE BLACK SEA BUSINESS CENTER “PRESIDENT” MANGALIA
QUALITY ANALYSIS OF SERVICES PROVIDED BY JOLLY CAFÉ OF THE BLACK SEA BUSINESS CENTER “PRESIDENT” MANGALIA

Summary/Abstract: Studying consumer needs is a prerequisite for achieving business competitiveness through a strategy focused on quality. The purpose of this analysis was to obtain valid conclusions about the main causes leading to customer dissatisfaction which use services provided by the Jolly Café. The analysis results indicated that almost half of the reasons underlying customer dissatisfaction (47%) are because customer service and the diversity assortment of dishes and drinks are not at the level of customer expectation. It’s recommended to stimulate improving service personnel or hiring qualified by a more rigorous selection and respectively, increasing diversity assortment of dishes and drinks.

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