CUSTOMERS’ SATISFACTION EVALUATION ON QUALITY OF FOOD SERVICES PROVIDED BY THE PRESIDENT RESTAURANT OF THE BLACK SEA BUSINESS CENTER MANGALIA
CUSTOMERS’ SATISFACTION EVALUATION ON QUALITY OF FOOD SERVICES PROVIDED BY THE PRESIDENT RESTAURANT OF THE BLACK SEA BUSINESS CENTER MANGALIA

Summary/Abstract: Achieving competitiveness by a company requires the rejection of conservatism and immobility, or its constant adaptation to market conditions and consumer demands. This paper has proposed assessing the quality of food services in the President Restaurant performed by applying Servqual instrument designed on the basis of customer’s expectations and perceptions on analyzed components. Over 70% of respondents have a favorable perception on the quality of services. However you can see a slight difference between perceptions and expectations regarding the serve speed, waiter’s professionalism, hygiene of room service and inventory objects, the reason being related to the lack of staff.

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