Date of Award
Honors College Thesis
Economic and Workforce Development
Russ Willis, J.D.
Management and International Business
The purpose of this study is to examine the factors that affect guest services in the restaurant industry of South Mississippi as examined from the line level employee. This satisfaction can include things in the servicescape (e.g. noise level, parking availability) as well as the service support that a waiter receives from their coworkers and supervisors. By combining a research model that examines the guest server exchange with a typical guest satisfaction questionnaire, the researcher developed a two part internet survey to be administered to both restaurant patrons as well as line level employees working in the restaurant industry. The results of the two surveys were analyzed and it was determined that line level employees must be customer oriented and trained properly in order to deliver the best service possible to their guests.
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Eiland, Kinsey M., "Factors Affecting Guest Satisfaction in the Restaurant Industry of South Mississippi" (2015). Honors Theses. 351.