The Meal Experience in Casual Dining Restaurants
Scicluna, Claude (2020)
Scicluna, Claude
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020101621381
https://urn.fi/URN:NBN:fi:amk-2020101621381
Tiivistelmä
This research-oriented thesis thrived from the author’s first study related to the quality of the service given in Maltese restaurants. Therefore, the main objective of this study is to empirically examine the present situation and quality of the meal experience given in casual dining restaurants in Malta.
The literature review is broken down into four chapters. The first chapter discusses the foodservice sector; a general overview and a definition of this dynamic and everchanging sector is given. The second and third chapter deal with customer experience as well as the various facets and forms pertaining to the restaurant experience. Lastly, the fourth and last chapter focuses on the service quality and customer satisfaction.
For this research paper, two research methodologies used for data collection. A total of 23 casual dining restaurants around Malta were chosen for the participative observation, whilst the survey questionnaire had a total response from 763 participants. The data gathered from the two research methodologies was amalgamated for interpretation and conclusions.
The key result in this study, with the exception of a few scenarios, suggest that, in general, casual dining restaurants in Malta are performing rather well. Nonetheless, issues related to customer interaction and a better menu offering vis a vis healthy/dietary options and local specialities should be taken into account and addressed.
The author started his first research on the restaurant sector in 2016, when he was writing his bachelors’ thesis on the food and beverage service in Malta; this research paper is a continuity of his work and it gives a glimpse of information of what is happening in the Mal-tese casual dining restaurants. Therefore, it would be of significant value to this industry if further studies are conducted; not only in the catering sector, but also in other vital sectors which form part of the tourism and hospitality industry.
The literature review is broken down into four chapters. The first chapter discusses the foodservice sector; a general overview and a definition of this dynamic and everchanging sector is given. The second and third chapter deal with customer experience as well as the various facets and forms pertaining to the restaurant experience. Lastly, the fourth and last chapter focuses on the service quality and customer satisfaction.
For this research paper, two research methodologies used for data collection. A total of 23 casual dining restaurants around Malta were chosen for the participative observation, whilst the survey questionnaire had a total response from 763 participants. The data gathered from the two research methodologies was amalgamated for interpretation and conclusions.
The key result in this study, with the exception of a few scenarios, suggest that, in general, casual dining restaurants in Malta are performing rather well. Nonetheless, issues related to customer interaction and a better menu offering vis a vis healthy/dietary options and local specialities should be taken into account and addressed.
The author started his first research on the restaurant sector in 2016, when he was writing his bachelors’ thesis on the food and beverage service in Malta; this research paper is a continuity of his work and it gives a glimpse of information of what is happening in the Mal-tese casual dining restaurants. Therefore, it would be of significant value to this industry if further studies are conducted; not only in the catering sector, but also in other vital sectors which form part of the tourism and hospitality industry.