QUALITY OF SERVICES AND GUESTS SATISFACTION IN THE RESTAURANT

Abstract

Taking into account the importance of quality for the relationship quality ofservice - customer satisfaction - loyalty, all in order to avoid or reduce mistakes and make efforts to continuously improve quality, each company should conduct quality control, i.e. to identify deficiencies. Quality improvement activities should be continuous and uninterrupted because, although a certain result is achieved (desired quality), it should be maintained and improved through numerous innovations. Due to the simultaneity of production and consumption in restaurant services, it is more difficult to notice the mistake before it is too late, i.e. before the guest notices it. On the  other hand, the cost of introducing a quality system is an investment in the future of the company.