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Library's collection Library's IT development CancelThe Netherlands? Horeca Smoking Ban, which was issued on 1 July 2008,
does not allow people to smoke inside the public area.
The purpose of this research is to find out what is the expectation and the
perception of the Golden River customers, and then analyze any of the gap existed
to measure and differ the smoker and non smoker customer satisfaction.
The research was conducted by distributing 50 questionnaires to the
Golden River customers and then process and analyze the data.
The result of the research showed that the smoker customers emphasize
their expectation in the different dimensions with the non smoker customer. The
smokers expect most in the Reliability Dimension and the non smokers expect in
the Empathy Dimension.
They also presume differently about the service quality delivered in
Golden River. The smoker perceived the service quality in the highest point in the
Tangible Dimension and the non smoker perceived the service quality in the
highest point in the Empathy Dimension.
The satisfaction, which was resulted from the gap between the expectation
and perception, is not different between the smoker and non smoker, so the two
groups of customer were satisfy with the service delivered.
Therefore, it can be concluded that the service quality in the restaurant is
delivered quite well, because based on the data collected, the smoker and non
smoker customers are satisfied in overall.