QUALITY EVALUATION OF SERVICES PROVIDED BY THE RESTAURANT “PRESIDENT” FROM MANGALIA BY ANALYZING CUSTOMER’S SATISFACTION REGARDING THE WAITER’S TAKING ORDER

摘要

Service features assessment of their quality has certain characteristics. The quality of services and hence the satisfaction degree of consumers’ needs are determined by the qualifications, competence, discipline of personnel serving, but also by the organizing capacity of the sector. For consumers the serving time is a quality aspect of live, an element that indicates the satisfaction degree of consumers’ needs. To assess the satisfaction degree of President restaurant customers regarding the takeover order by waiters we used a specific quality management tool that allows comparison of trial results with the requirements set out above and identification of the extent to which the process has good results and to which point there are deviations to the limits set in requirements. After the selection of analyzed process and variables respectively, the time (in minutes) needed to take order we proceeded to collect relevant data during the period 1 to 2 May 2010, when 54 observations were made. The scheduled requirement was that making order should be performed within no more than 10 minutes from a list-menu presentation. The results showed a relatively large number of observations that have not met the target. Measures are necessary to reorganize the serving activity in order to reduce the waiter’s taking order time so that they fall within specified limits.