Abstract:
Service quality is an intangible and elusive concept. It is basically the judgment of a
customer about a restaurant’s excellence. The customers can differentiate between
different food and beverage outlets in the market based on the experience they’ve had at
each outlet and if the services were better than their actual perception.
The objective of this project is to uncover the reasons behind the recently increasing
customer complaints at China Town related to service quality and in the process have the
training needs of the staff highlighted including other factors that haven’t been
discovered as yet. The aim of this research is to facilitate the management in identifying
the existent service related issues and how to resolve them.
It is relevant to mention here that this project will serve as one of the first few studies in
the restaurant industry of Pakistan and shall be of huge assistance to anyone intending to
go deeper into the Training and Development needs for the employees in a Food and
Beverage setup particularly with respect to our country.
