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Customer Perception and Restaurant Hygiene Standards

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by

Amin Jali

on 20 January 2014

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Transcript of Customer Perception and Restaurant Hygiene Standards

Introduction
Investigate the customers' perceptions of restaurant hygiene
Understanding what customers consider when they evaluate a restaurant's cleanliness
The server's behavior, restroom appearance and signage were the most important dimensions.
Customer perception as the way that customers usually view or feel about certain service and products
the food service industry has to strive to meet the required hygiene quality
By Green Street Berman on how a restaurant can improve its hygiene
By Denise M Rennie, proposed in his report that personnel should be trained to improve hygienic matters in the food industry
By Holtby, Tebbut, Lyle & Stenson 1997 suggested that potential pathogens can multiply on surfaces and those surfaces can play a critical role in foodborne illness
By Tebbutt et al 2007, staff did not wash their hands well even they were asked to do so.
Background research

The restaurant hygiene had really affect the customer perception in evaluating the levels of hygiene in restaurant
City hall revealed cockroach and rat infestations in the restaurant's kitchen
Background of research problem
The kitchen have a cockroaches and rat infestations
The beverages was made in the kitchen where food was cooked to be infested cockroaches
the uncovered tubs of margarine of these restaurant were also found on the cockroaches
Food waste was not disposed properly
Cooking oil's color and texture had led him to suspect that it was recycled
No proper lightning in the kitchen
Problem Statement
Nowadays customer have high level expectation
Do customer consider cleanliness to be an important factor in restaurant service quality evaluation?
Are functional cleanliness clues important to customers's restaurant service quality evaluations?
Are mechanic cleanliness clues important to customer's restauran service quality evaluations?
Are humanic cleanliness clues important to customer's restaurant service service quality evalations?
Research Question
Identify which items/dimensions restaurant customers
Modify the previous restaurant cleanliness scale using the findings
Identify the importance of cleanliness in restaurant customer's evaluations of service quality


Research Objective
Identify the effective approaches in improving hygiene environment in restaurants that will benefits the public
Benefits to the government which is to easy their responsibilities in maintaining the hygiene quality standard in the restaurant
Benefit to the owner of the restaurant itself in order to identify the environment hygiene standard of the restaurants
Justification of research
To determine which items or dimensions of restaurant cleanliness
assesses the importance of restaurant cleanliness on customer's restaurant quality evaluation
Literature Review
service quality & customer satisfaction
restaurant cleanliness

2. Empirical
Theory
Customer Perception and Restaurant Hygiene Standards
Theoretical Framework
Independent
Functional Items
Mechanic Items
Humanic Items
Dependent
Customer's Overall Restaurant Quality Evaluations
Hypothesis
Functional items will have a positive effect on customer evaluations of service quality
Mechanic items will have a positive effect on customer evaluations of service quality
Humanic items will have a positive effect on customer evaluations of service quality
Research Design
1. Purpose nature of study
Descriptive study
2.Type of investigation
Correlation
3.Study setting
Field study
4.Researcher interference
moderate
5.Unit of analysis
Group of people
6.Time horizon
Longitudinal studies
-END-
Full transcript