PART III Customer Expectations Levels Towards Zhearl Ria’s Grill and Restaurant This part presents the levels of expectation of the different type of customers of ZRGR.
Table 14 Levels of Expectation According to Payer
SERVICE ATTRIBUTES MEAN DESCRIPTIVE INTREPRETATION
1. Many choices in menu 3.79 Very important
2. Food taste and quality 3.73 Very important
3. Reasonable price or value for money 3.63 Very important
4. Pleasant ambiance 3.67 Very important
5. Spacious venue 3.66 Very important
6. Comfortable surroundings 3.67 Very important
7. Good interior 3.55 Very important
8. Easy to access location 3.64 Very important
9. Favourable reservation system 3.63 Very important
10. Cleanliness 3.76 Very important
11. Approachable managers, staff & crew 3.79 Very important
12. Food sufficiency 3.76 Very important
13. Convenience of payment methods 3.66 Very important
14. Promo Availability 3.58 Very important
15. Openness for suggestion and complaints 3.67 Very important
OVERALL 3.68 …show more content…
The suggester had the highest mean of 3.68 followed by the others who did not labelled themselves as one of the types of customers with a mean of 3.70. Moreover, the payer has a mean of 3.68 while the decider has a mean of 3.65. The influencer and invited types of customer have means of 3.47 and 3.41 respectively. The higher importance given by a customer on a certain service attributes, the higher expectation the customer builds on the same attributes. Even though the difference in the mean is relatively small, the result still shows that the suggester type of customers have the highest expectations among the rest. The result of the study was in contrast to the assumed meaning of lasting service intensifiers wherein the decider was considered to have higher expectations as their expectations are driven by another person or group of
Table 14 Levels of Expectation According to Payer
SERVICE ATTRIBUTES MEAN DESCRIPTIVE INTREPRETATION
1. Many choices in menu 3.79 Very important
2. Food taste and quality 3.73 Very important
3. Reasonable price or value for money 3.63 Very important
4. Pleasant ambiance 3.67 Very important
5. Spacious venue 3.66 Very important
6. Comfortable surroundings 3.67 Very important
7. Good interior 3.55 Very important
8. Easy to access location 3.64 Very important
9. Favourable reservation system 3.63 Very important
10. Cleanliness 3.76 Very important
11. Approachable managers, staff & crew 3.79 Very important
12. Food sufficiency 3.76 Very important
13. Convenience of payment methods 3.66 Very important
14. Promo Availability 3.58 Very important
15. Openness for suggestion and complaints 3.67 Very important
OVERALL 3.68 …show more content…
The suggester had the highest mean of 3.68 followed by the others who did not labelled themselves as one of the types of customers with a mean of 3.70. Moreover, the payer has a mean of 3.68 while the decider has a mean of 3.65. The influencer and invited types of customer have means of 3.47 and 3.41 respectively. The higher importance given by a customer on a certain service attributes, the higher expectation the customer builds on the same attributes. Even though the difference in the mean is relatively small, the result still shows that the suggester type of customers have the highest expectations among the rest. The result of the study was in contrast to the assumed meaning of lasting service intensifiers wherein the decider was considered to have higher expectations as their expectations are driven by another person or group of