大家樂 VS 大快活 服務質素

1. Tangibles - Appearance of the resustaurant, table, chair & toilets.
Improvement plan: establish facility management team for better management

2. Service reliability - Did varies type of food always sold out and it cause customer disappointed?
Improvement plan: Collect data to better forecast the demand.

3. Responsiveness - Did staff always provide prompt response to service?
Improvement plan: Provide adequate resources to serve customer.

4. Assurance - Did knowledge and courtesy of employees is able to inspire trust and confidence from customer?
Improvement plan: Provide more training to the employees.

5. Empathy - Did consumers feel desire empathy from the staff in resustaurant?
Improvement plan: Provide training in depth to the employees.