Examining Service Quality and Guest Satisfaction at Déryné Bisztró - The Secret Ingredient for Achieving Real Hospitality

Rigó Laura (2021) Examining Service Quality and Guest Satisfaction at Déryné Bisztró - The Secret Ingredient for Achieving Real Hospitality. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

The satisfaction of a guest in a restaurant can be influenced by several factors. The atmosphere, the aesthetics of the place, the quality and quantity of the food, the price-value of the experience and the quality of the service are among the major determinants. The aim of this thesis is to research and define how each of these dimensions of service quality may exhibit different impacts on customer satisfaction and loyalty in the restaurant context through a case study approach in Déryné Bisztró. While working in Déryné for one year I have gained and learned new perspectives on the definition of hospitality as they are representing a unique and unmatched approach. Mainly my experience from Déryné has inspired me to investigate their concept of hospitality and their key for success. The related literature in my thesis clarifies the complexity of the quality of services, as well as its major components. An instrument established for the measure of service quality and guest satisfaction is also presented, including previous evaluations of it. I supposed that the success of Déryné lies in their exceptional service level. However, the results of the quantitative research interpreted that the quality of the service is highly appreciated among the fans of the restaurant, still other factors were prioritized. The in-depth interviews with the manager and a server of Déryné helped me to get a deeper insight of the topic along their mission.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Vendéglátás Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Konzulens(ek)

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	guest satisfaction, hospitality, restaurant, service, service quality, à la carte
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2023. Már. 19. 16:03
Utolsó módosítás:	2023. Már. 19. 16:03

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