EXPLORING CATERING SERVICES QUALITY USING MYSTERY SHOPPING

Tourism and hospitality industry Pub Date : 1900-01-01 DOI:10.20867/thi.26.8

D. Lončarić, Marina Perišić Prodan, D. Župan

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Abstract

Purpose – The purpose of this paper is to present mystery shopping as a method for evaluating the quality of catering services. Design/ Methodology/ Approach – The paper is based on desk and field research. A literature review and empirical research were conducted, including 72 catering facilities in the Republic of Croatia. The quality of restaurant, bar and hotel services was investigated. Mystery shoppers used a semi-structured form as a research instrument and evaluated the quality of services according to 36 criteria classified into seven categories. Findings – The research results are encouraging, although there is room for improvement in some categories. The categories Bill and farewell of the guest and Staff and service were rated the best. The worst ratings were given in the Location of the catering facility category. Mystery shoppers also gave 47 suggestions for improving the quality of services. Originality of the research – This research complements existing scientific research on mystery shopping in tourism and hospitality. It also has significant practical value because it clearly shows how, with relatively little effort, the service quality of a catering facility can be examined, and opportunities for improvement can be identified.

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用神秘购物探索餐饮服务品质

目的-本文的目的是提出神秘购物作为评价餐饮服务质量的一种方法。设计/方法/方法-本文基于桌面和实地研究。对克罗地亚共和国的72家餐饮设施进行了文献综述和实证研究。调查了餐厅、酒吧和酒店的服务质量。神秘购物者使用半结构化表格作为研究工具，并根据分为7类的36个标准评估服务质量。研究结果——研究结果令人鼓舞，尽管在某些方面还有改进的余地。“客人的告别”和“员工的服务”被评为最佳。最差的评分来自餐饮设施的位置。神秘顾客还提出了47条提高服务质量的建议。研究的原创性-本研究补充了现有的关于旅游和酒店业神秘购物的科学研究。它还具有重要的实用价值，因为它清楚地说明了如何以相对较少的努力来检查餐饮设施的服务质量，并确定改进的机会。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Tourism and hospitality industry

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