Chapter 3: The Concept of Service Quality

Name: QUITOR, MARJORIE M. Score: ___________/20

Course/Year/Section: BSHM 1-C Date: FEBRUARY 25,
2021

ACTIVITY 3.1
Instructions: Share a memorable guest experience you had in any foodservice establishment.
What makes it memorable? Describe your experience by indicating what attributes of service
quality the establishment met.
Brief story of your experience:

One of the most memorable guest experiences I had in a

food service establishment is our visit in one of the known
restaurants in Baguio City. It is located in Legarda Rd. near the
workplace of my brother. I considered it as one of the most
memorable experience because the restaurant really met my
expectations in the restaurant and we have been satisfied by the
food and their service as well.

ATTRIBUTES DETAILS

Tangible The staffs are wearing clean and proper

uniforms. The environment of the place is so
comfortable and it is really seen that they
are clean.
Responsiveness Their staffs don’t make the customers wait
for too long when they asked for requests.
They really make sure to avoid customers to
keep waiting for no valid reason.

Reliability The specific order as requested has been

served properly without any mistakes.
Assurance The staffs and personnel are very polite and
they haven’t forgot to show respect in all of
the customers in their restaurant.
Empathy Our requests in the restaurants are fulfilled
by the staffs. They were approachable and
were able to meet our demands.