Keywords

Tourist, non tourist, customer satisfaction

Abstract

Purpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication & Accuracy, Food (Taste & Quality), Food Preparation, Bar (Beer, Wine, & Cocktail), Gratefulness, and Atmosphere in whole (including atmosphere and cleanliness).The eight dimensions were evaluated in the GPS (guest pulse survey) based on a Net Promoter Score, or NPS® system, and were compared by guest type: tourist versus non-tourist. Multiple linear regression analyses results concluded that the dimensions of Pace, Service Overall, Food, Food Preparation, and Atmosphere were predicators of Overall Satisfaction for tourist respondents. Service Overall, Server Communication, and Gratefulness were predictors of Overall Satisfaction for nontourist respondents

Notes

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Graduation Date

2013

Semester

Fall

Advisor

Murphy, Kevin

Degree

Master of Science (M.S.)

College

Rosen College of Hospitality Management

Department

Hospitality Services

Degree Program

Hospitality and Tourism Management

Format

application/pdf

Identifier

CFE0005072

URL

http://purl.fcla.edu/fcla/etd/CFE0005072

Language

English

Release Date

December 2013

Length of Campus-only Access

None

Access Status

Masters Thesis (Open Access)

Location

Rosen College of Hospitality Management

Subjects

Dissertations, Academic -- Hospitality Management, Hospitality Management -- Dissertations, Academic

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