Case Study: Buffet Restaurants

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According to Padilla (2015) Most of the people around the globe have a deep, passionate and reliable affection for food. People from different culture patronize buffet food service operation that are providing many varieties of food choices and delivering fresh, healthy, and tasty ingredients in a way that pleases the customers. People love to eat and entrepreneurs know it, as a result, there are several restaurants scattered in the cities. These restaurants can be local or foreign food chains. As competition becomes riskier between restaurants, the one that makes a difference to stand out is the service it offers to its customers.

In a study written by Gaines (2006) Buffet restaurants typically serve food in an all-you-can-eat manner. Food
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Product quality and the menu are very important. Food quality is the quality characteristics of food that is acceptable to consumers. The quality of the food and service is defined as meeting or exceeding the expectations of the customer as if promised by the restaurants.

(Goetsch and Davis, 2015) believes that Customer satisfaction is a fundamental cornerstone of total quality. An organization develops a customer focus to be better able to satisfy its customers. Consequently, forward-looking organization use customer satisfaction data to measure success. But measuring customer satisfaction alone is not enough. Another important measure of success is customer retention. Customer satisfaction is ensured by producing high-quality products. It must be renewed with every new purchase. This cannot be accomplished if quality, even though it is high is static. Satisfaction implies continual improvement. Continual improvement is the only way to keep customers satisfied and loyal. Identifying the needs of internal customers is a matter of ensuring that employees who depend on one another as individuals as well as department that depends on each other as units communicate their needs to one another
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