B.

The Parameter: Server

Restaurant Servers are responsible for taking orders and serving food and beverages to guests.
They play an important role in guest satisfaction as they are also responsible for checking on
customers to ensure that they are enjoying their meals and take action to correct any
problems.

Attributes of Server
80

70

60

50

40

30

20

10

0
Poor Fair Good Very Good Excellent

Employees are friendly and courteous.

Employees have patience while taking order.
The server is attentive and available when they are needed.
The server is knowledgeable to answer the questions about the food and beverages.
Employees speak clearly.

Here, the line graph shows that about 75% of the respondents experienced that employees of
Urban Fast Food Restaurant are quite friendly and courteous which definitely attracts more
loyal customers. However, the servers seem to be less knowledgeable regarding the details of
foods and beverages. About 70% and 65% of respondents’ feels that the servers have patience
while taking the order and speak clear respectively.