Individual Assignment Services Marketing Management (Mkt202).Pdf

With an attractive diverse menu and warm atmosphere, "Get&Go Fast Food" is not simply a food restaurant, but also a great experience for anyone passionate about food.. Aiming at providin

INDIVIDUAL ASSIGNMENT Services Marketing Management (MKT202)

Lecturer: BUI THI THU HUYEN

Full name: NGUYEN HUNG MANH

Student ID: HS179013

Class: MKT1816 Course: MKT202 Submission date: 28/02/2024

Table content

1.Introduction to service organization………… ….………….… 3 2.Service experience

analysis……… ……4a.Product quality……… ……… …… 4 b.Service style……… ……… … … 5 c.Space and environment……….……….…… …5 d.Creativity and innovation……… ……….…… …63.Satisfactory /Dissatisfactory service experiences……… … ….7a.Satisfactory service experiences……… ………… ……… ……7 b.Dissatisfactory service experiences…… ……… ……….… 74.Suggestions for

improvement……….…9

INTRODUCTION TO SERVICE ORGANIZATION

Fried Chicken Shop "Get&Go Fast

Food" is not

only a popular destination located in a

prime location in

Hoa Lac, but also an interesting and

notable destination

for the food-loving community With an attractive diverse

menu and warm atmosphere, "Get&Go Fast Food" is not

simply a food restaurant, but also a great experience for

anyone passionate about food

Aiming at providing the best service to customers,

"Get&Go Fast Food" constantly improves the quality and variety of its menu From eye-catching coffees to exquisite desserts, each dish is crafted with love and dedication, creating memorable culinary experiences every time customers step foot inside

In addition, the space of "Get&Go Fast Food" is also a special highlight With elegant design and comfortable space, customers not only have the opportunity to enjoy delicious food but also enjoy a warm and relaxing atmosphere From small, peaceful corners to spacious and comfortable spaces, "Get&Go Fast Food" always ensures that every customer has an ideal space to relax and enjoy their meals Harmoniously combining food and music, Get&Go Fast Food creates a melodious space that connects customers' emotions at each moment, sometimes vibrant, sometimes gentle Coming to

"Get&Go Fast Food", you will not simply enjoy a delicious meal, but also experience being part of a vibrant and rich culinary community

SERVICE EXPERIENCE ANALYSIS

1.Productquality

The special feature of the restaurant is not only the diversity of the menu, but also the special care shown in the process of preparing and serving each dish This ethos is not only based on the use of high-quality ingredients, but also reflects a deep understanding of culinary techniques, as well as the ability to create unique and sophisticated culinary experiences

Understanding the processing process and dedication to each ingredient not only adds nutritional value but also creates a unique flavor and excitement This reflects the perfect combination of specialist knowledge and practical skills, providing customers with an authentic and valuable culinary experience Fresh ingredients are imported every day to keep the food at its best, but this also makes the amount of food served limited and customers have to come early to eat if they don't want the last meal belong to someone else

In addition, the space and environment at the restaurant are also carefully managed, ensuring comfort and cleanliness for customers Attention to hygiene and the environment is an integral part of ensuring customer satisfaction and trust, and demonstrates the restaurant's commitment to providing the best culinary experience maybe

2.Servicestyle

Service style is an important highlight in creating a unique and unmistakable experience for customers Built on a foundation of warmth, professionalism and thoughtfulness, this style is not just a way of serving, but also a subtle art and a fascinating field of study in the field of management service management

"Get&Go Fast Food" is also a good example of applying quality management principles in the service industry The professional, respectful and attentive service style of employees is not only the result of skills training but also reflects an understanding of the importance of interactions between employees and customers in building “Long termandloyalrelationship” Analyzed through aspects such as employee behavior, customer relationship communication, and service management Greeting customers with a sincere smile is not only a simple act of communication, but also an expression of enthusiasm and concern for the customer's mood Besides, personal consultation Responding and adjusting to special dietary or service requests during peak hours is an integral part of a professional and flexible service style This process requires deep product and service knowledge, along with effective communication and time management skills

3.Spaceandenvironment

The atmosphere of "Get&Go Fast Food" Coffee Shop is not only cozy and friendly, but also a space containing many natural values, an ideal place to work and study in a peaceful space static The harmonious combination of a delicately decorated interior space, gentle lighting and comfortable table and chair arrangements not only creates ideal conditions for a relaxing dining experience but also promotes connection and connection communication between customers, suitable for those looking for creative inspiration for work

In addition, building a green environment with many skillfully arranged ornamental plants not only makes the space more airy and cooler, but also brings

a feeling of friendliness and closeness to people nature The presence of trees not only creates a green space, but also helps reduce stress and anxiety, allowing customers to relax and enjoy their meals in the most comfortable way

4.Creativityandinnovation

One of the special and

remarkable features of

"Get&Go Fast Food" Fried Chicken

Shop lies in

its solid commitment to creativity

and innovation

in its menu This commitment is

demonstrated

through the continued introduction of

seasonal

specials and flavor innovations

Changing menus

to reflect the changing seasons and meet

customer needs is an effective way to create

excitement and create a fresh experience for

customers The restaurant is constantly

researching and testing new ideas, from

combining local ingredients to creating unique

Keeping the menu fresh and attractive not only helps attract new customers but also retains old customers Customers often find it interesting to discover new and unique options

on the menu every time they come to the restaurant This not only shows care and concern for customers' needs and preferences, but is also a clear expression of the restaurant's deep understanding of cuisine and passion for creativity

SATISFACTORY /DISSATISFACTORY

SERVICE EXPERIENCES

1.Satisfactoryserviceexperiences

Quality of Ingredients and Food: The

quality of

ingredients and food ensures the freshness and safety

of ingredients All ingredients are carefully selected

and quality tested to ensure freshness and safety for

customers' health Appreciate that the restaurant

ensures this consistency, because that's what keeps

me coming back every time I need a real culinary

experience

Friendly employee: Another notable point is the staff's attitude They are not only the waiters but also the representative face of the restaurant Their friendliness and enthusiasm create a welcoming and comfortable atmosphere for customers Their friendliness and thoughtfulness truly make each visit more memorable and heartwarming Employees wear uniforms to help customers easily identify, creating professionalism in service

Service speed: Another strong point of the restaurant is its efficient and professional service Whether crowded or not, they always maintain a strong service speed and do not make customers wait too long Even if there is a wait, they will notify you in advance and provide entertaining games to keep customers from getting bored This really makes me feel satisfied and feel at home every time I visit the restaurant

2.Dissatisfactoryserviceexperiences

Waiting Times Are Uneven: One weakness that "Get&Go Fast Food" needs to improve is uneven waiting time, especially during peak hours Some customers reported that they had to wait longer than expected, causing frustration and dissatisfaction This

is also reflected in the fact that some customers who arrive first are served food more slowly than those who arrive later This not only affects the customer experience but can also cause loss

their part

Seating Restrictions: Seating

limitations

are also an issue that needs to

be addressed

at "Get&Go Fast Food" During peak hours,

customers often have difficulty finding a

seat and may have to wait for a long time or

even not have a seat This creates feelings

of discomfort and inconvenience for

customers, affecting their experience The

space becomes cramped and noisy, losing the cozy and gentle image of the store Limiting Best-Selling Dishes: The limitation of best-selling dishes on the menu is also a notable issue The unavailability of these popular dishes often leaves customers feeling disappointed and dissatisfied, especially when they have come to the restaurant with specific expectations of these dishes This shortage not only results in lost sales opportunities but can also cause loss of trust and reduced customer satisfaction To solve this problem, shops need to consider increasing inventory and monitor the balance between supply and demand more carefully

RECOMMENDATIONS AND CONCLUSION

To enhance customer satisfaction and resolve specific issues, here are some suggestions that can be implemented:

Optimize Operational Efficiency: Implement measures such as expanding kitchen capacity or introducing online ordering options to reduce wait times during peak hours Invest in technology to improve workflow and increase kitchen and counter performance

Capacity Expansion: Explore options to expand capacity or optimize existing space

to comfortably serve a larger number of customers Consider redesigning the space or expanding the restaurant to create more seating and improve the customer experience Enhance Employee Training: Provide periodic training and coaching to enhance employees' skills and knowledge in serving and interacting with customers In particular, focus on providing time management and problem-solving skills to help employees handle busy and stressful situations

Implement Feedback Mechanism: Establish formal channels to collect feedback from customers, including direct feedback from service desks and online feedback systems Hold regular meetings with staff to review feedback from customers and discuss improvements and solutions to problems that arise

In conclusion, "Get&Go Fast Food" Fried Chicken Shop has gradually affirmed its position as a great destination that brings excellent service and delicious food to customers By capitalizing on its strengths and being determined to address areas that need improvement, the restaurant can not only enhance the customer experience but also solidify its reputation as a favorite place in the community The mission of

"Get&Go Fast Food" is not only to satisfy culinary needs but also to create memorable and enjoyable experiences for each customer, each cup of coffee and piece of cake With commitment and continuous efforts, the restaurant is aiming to become a must see destination for those who love food and cozy space