Elements of experience in a restaurant. Case: Restaurant Havis
Lindholm, Sofia (2014)
Lindholm, Sofia
HAAGA-HELIA ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014060311450
https://urn.fi/URN:NBN:fi:amk-2014060311450
Tiivistelmä
The aim of this thesis is to find out what kind of elements of experience can be found in a Finnish fish and seafood restaurant and what elements the customers find important. The thesis also attempts to examine the service delivery process and the importance of different touchpoints in the service delivery. The thesis goes through culinary trends and if these have a deep affect on visitors of the restaurant. The focus is put on three aspects of the restaurant, which are the food, the atmosphere and the service. Restaurant Havis, a Finnish fish and seafood restaurant has been used as a case restaurant.
The study is a combination of a quantitative and qualitative research. A customer questionnaire was made in the case restaurant to find out what elements of experience already were present in the current restaurant environment and what factors the customers found important in this type of restaurant. As the author is an employee of the restaurant, observation and interaction with the customers were also used as a method to collect data.
The questionnaire was handed out in the restaurant during March 2014 and all together 76 answers were collected. The answers were then analysed with the help of excel sheets and compared with the theory.
Results indicate that currently the restaurant has elements that satisfy the customers’ needs, but some further development could be done. The results indicate that the theme plays a big role in creating a memorable experience, as well as local Finnish ingredients. What came as a surprise, was that the the role of music was not perceived as very important. In the end of the thesis these development ideas have been presented and they will be handed to the restaurant manager of restaurant Havis.
The study is a combination of a quantitative and qualitative research. A customer questionnaire was made in the case restaurant to find out what elements of experience already were present in the current restaurant environment and what factors the customers found important in this type of restaurant. As the author is an employee of the restaurant, observation and interaction with the customers were also used as a method to collect data.
The questionnaire was handed out in the restaurant during March 2014 and all together 76 answers were collected. The answers were then analysed with the help of excel sheets and compared with the theory.
Results indicate that currently the restaurant has elements that satisfy the customers’ needs, but some further development could be done. The results indicate that the theme plays a big role in creating a memorable experience, as well as local Finnish ingredients. What came as a surprise, was that the the role of music was not perceived as very important. In the end of the thesis these development ideas have been presented and they will be handed to the restaurant manager of restaurant Havis.