Service quality management in the field of public food services
Abstract
The food service industry is a dynamic one, and organizations that can adapt to changing consumer preferences, technological advancements and external challenges will thrive in today’s world. Service quality management is a key element of the success of a catering enterprise. Service quality directly affects customer satisfaction, loyalty and repeat visits. Satisfied guests are more likely to become repeat guests and recommend the catering establishment to others. Meeting and exceeding customer expectations is essential to the success of a business. Effective service quality management ensures that service standards meet customer expectations, creating a positive experience when visiting a location. Weaknesses in service quality can lead to negative reviews, fewer visitors, and therefore lower revenue. Additionally, service quality management can help a foodservice business improve operational efficiency, streamline processes, and improve communication within the team. This article discusses the main aspects affecting the quality of service, such as personnel training processes, work organization and quality control. Describes methods and tools that can be used to improve the quality of service.
Keywords
quality,
quality management,
management,
quality control,
standardization,
service,
catering,
restaurant
About the Authors
A. I. Yamaletdinova
Kazan (Volga Region) Federal University
Russian Federation
Russian Federation
Master’s Student
A. A. Mustafina
Kazan (Volga Region) Federal University
Russian Federation
Russian Federation
Candidate of Economic Sciences, Associate Professor
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Review
For citations:
Yamaletdinova A.I., Mustafina A.A. Service quality management in the field of public food services. Kazan economic vestnik. 2023;(6):26-32. (In Russ.)
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