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Topic:

The Evaluation of the Customer Satisfaction regarding the

Quality Service of ABCDE Company Limited

Introduction
There are often problems about human resources management in many business
administrations. ABCDE Company Limited is a fast food restaurant located at a
tourism area that offer mainly breakfasts and lunch to tourists and local people.
However, owing to the recent declination of tourists from China, the sales volumes of
the set products of breakfast and lunch have been going downward. Furthermore, in
the past three months, the restaurant also received some complaints about the food
quality and customer service manners. In order to find out the facts about the quality
management of the restaurant, a research by using questionnaire has been planned.
The objectives of the research are:
1. to find out the gaps between the expectations and experiences of the
customers of the restaurant; and
2. to find out about what best and worst parts of the service and products of the
restaurant.
The theoretical applications of the research are focused at two famous theories.
They are the Gap Model (Zeithaml, Parasuraman & Berry, 1990) and Maslows
theory of the need of hierarchy (Maslow, 1943). By using random sampling and
questionnaires, the collected data will be analyzed by these two theories, it is
believed that valid facts will be foul and effective solutions can be recommended
accordingly.

Figure 1 Gap Model of Service Quality

Gap Model aims to find out the 5 gaps

among quality management. This research
designed to find out Gap 5 which is the gap
between customers expectations and
experiences.

Source: Zeithaml, Parasuraman & Berry, 1990.

Theoretical Reviews of the Research

There are two main theories which are applied in the design of this research. There
are; (a) the gap model of customer service theory (Zeithaml, Parasuraman & Berry,

1990); (b) Maslows Theory Need of Hierarchy (Maslow, 1943) for the analysis.
(a) Quality Service Theory Gap Model
Figure 1 - The Gap Model of Quality Service as show above revealed that they
are 5 gaps in the quality management process. The face is in the hotel field.
Tourism development and use of an area generates environmental impacts
(Smithy, 2000).
i.

Customer expectations and Experiences

The most important issue in the features of the environment are attractions
for tourists. Tourist facilities and infrastructure comprise one aspect of the
built environment. That is the most essential one.

ii.

Functions of the Gap Model

Attractions for tourists are essential because the features are often aptly
reviewed. Tourist facilities and infrastructure comprise one aspect of the
built environment.

(b) Maslows Theory Need of Hierarchy

This issue because when other competitors have modified their skills and
technologies. The relationship between the environment and tourism is a very
close one. Tourist facilities and infrastructure comprise one aspect of the built
environment (Charles, 2010). However, mass food production can also reviewed
from two different aspects, the food management and
Figure 2 Maslows Hierarchy of Needs
Maslows theory of Hierarchy of Needs is applied
in the research in order to analyze how the
customers are motivated by the service and
products of the restaurant according to their
hierarchy of needs.

Source: Maslow, 1943.

Sampling Selection and Questionnaire Design

As we have mentioned that the food style has a strong relationship with the hotel
image and service quality, shown below revealed this particular point. The cake was

exhibited at the Hong Kong Food Exhibition that was held at the Hong Kong
Conference and Exhibition Centre last September.
Random sampling method is applied because it is convenience to invite any
customers to fill in a piece of questionnaire paper after the meal. There are totally 8
questions in the questionnaire with the aim to measure the customers expectations
and the level of satisfaction after experiences the food and services of the restaurant.
Appendix 1 The Questionnaire shows the actual questions of the investigation.

Analysis of the Collected Data

The relationship between the environment and tourism is a very close one. Many
features of the environment are attractions for tourists.

Tourist facilities and

infrastructure comprise one aspect of the built environment. It is essential that these
relationships be understood in order to plan, develop and manage the resources
concerned properly. Facilities and infrastructure comprise one aspect of the built
environment.

Tourism development and use of an area generate environmental

impacts (Holloway, 2006).

Results and Findings of the Research

The relationship between the environment and hotel industry is a very close one.
Many features of the environment are attractions for tourists. Tourist facilities and
infrastructure comprise one aspect of the built environment. Tourism development
and use of an area generate environmental impacts. It is essential that these
relationships be understood in order to plan, develop and manage the resources
concerned properly. Many features of the environment are attractions for tourists.
Develop and manage the resources concerned properly. Table 1 Comparison
between Customers Expectations and Experiences, listed the details of changes as
shown below. More details about the statistical calculations are listed and presented
in the appendix below.

Tourism development and use of an area generate

environmental impacts.

(Further details of the information are shown at the

Appendices.)
Table 1 Comparison between Customers Expectations and Experiences
Reliabilities

Empathy

Responsiveness

Assurance

Customers Expectations

156700

201000

217800

258700

Customers Experiences

190500

205600

226700

201100

+ 56780

- 5678

Differences

+ 1273

- 3471

Source: Analyzed by the researcher.

Recommendations for deducing the negative impacts

Tourism development and use of an area generate environmental impacts. It is
essential that these relationships be understood in order to plan, develop and
manage the resources concerned properly. It is essential that these relationships be
understood in order to plan, develop and manage the resources concerned properly.
The relationship between the environment and tourism is a very close one. Many
features of the environment are attractions for tourists.
Furthermore, the implication can also help to eliminate the unnecessary shortages
and also the unconstructive and unhelpful affect that might caused by other unseen
factors. The more attentive actions on hand could bring more of the precautions and
elimination of the improper results in due course.

Conclusion
The relationship between the environment and tourism is a very close one. Many
features of the environment are attractions for tourists.

Tourist facilities and

infrastructure comprise one aspect of the built environment. Tourism development

and use of an area generate environmental impacts. It is essential that these
relationships o plan, develop and manage the resources concerned properly.
Tourism development and use of an area generate environmental impacts. It is
essential that these relationships be understood. Tourism development and use of an
area generate environmental impacts. It is essential that these elationships be
understood in order to plan, develop and manage the resources concerned properly.
Tourism development and use of an area generate environmental impacts. It is
essential that these relationships be understood (International Computerization
Report, 2011).
REFERENCES
Charles, S, W., 2010. New Hotel Technologies. Singapore: Pearson.

Holloway, J. C., 2006. The Business of Tourism. London: Prentice Hall.

Hong Kong Food Exhibition, (HKFE) 2009. Hong Kong Food Exhibition [online].
Available from:http://www.info.gov.hk/hkbi/eng/13/ch131.htm [Accessed 17 July
2015].
International Computerization Report, 2011. Guide to Internet sources [online].
Available from: http://www.library.html [Accessed 4 Jan 2015].
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50 (4),
370-396
SMITH, F. K., 2000. Food and Beverage Management, London: Oxford.
Zeithaml, Parasuraman & Berry, 1990. "Delivering Quality Service; Balancing
Customer Perceptions and Expectations," Free Press, 1990.

List of Appendices
Appendix 1 Sample of the questionnaire
Appendix 2 Results of the statistical analysis

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