The Food and Beverage Service in Malta - A Russian Customer's Perspective
Scicluna, Claude (2017)
Haaga-Helia ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017090114694
https://urn.fi/URN:NBN:fi:amk-2017090114694
Tiivistelmä
This product-oriented thesis flourished from the author’s personal interest in the quality of service being given in the restaurants in Malta. This study aimed to empirically examine the quality of service given in food and beverage establishments in Malta from a Russian customer’s experience perspective.
The literature review is divided into three sections. The first section gives a general over-view of the Maltese hospitality and service industry together with figures regarding Russian nationals. The second section deals with cultural dimensions and cross-cultural communication between Russian and Maltese nationals. Finally, the third section focuses on customer experiences.
Two data collection methods were used for this study, a sequential data gathering approach was implemented. Such approach gave the opportunity of combining participant observation and survey data by alternating between them. Seven restaurants in Malta and five in Russia were observed and assessed, whilst 106 participants took part in the survey, out of which 33 were Russian tourists.
The main finding in this study, with the exception for a few scenarios, indicate that there is a general above average consensus on the perceived service in the Maltese restaurants. Nevertheless, issues pertaining to soft skills and customer interaction need to be taken in account and addressed.
This study gives a mere fraction of information of what is going on in the restaurant service in Malta. In the future, it would be of great importance to the hospitality industry to conduct studies related to the whole meal and dining experience. This study can also be considered a solid starting point in exploring the customer experience and service not only in restaurants, but also in other equally important sectors in the tourism and hospitality business.
The literature review is divided into three sections. The first section gives a general over-view of the Maltese hospitality and service industry together with figures regarding Russian nationals. The second section deals with cultural dimensions and cross-cultural communication between Russian and Maltese nationals. Finally, the third section focuses on customer experiences.
Two data collection methods were used for this study, a sequential data gathering approach was implemented. Such approach gave the opportunity of combining participant observation and survey data by alternating between them. Seven restaurants in Malta and five in Russia were observed and assessed, whilst 106 participants took part in the survey, out of which 33 were Russian tourists.
The main finding in this study, with the exception for a few scenarios, indicate that there is a general above average consensus on the perceived service in the Maltese restaurants. Nevertheless, issues pertaining to soft skills and customer interaction need to be taken in account and addressed.
This study gives a mere fraction of information of what is going on in the restaurant service in Malta. In the future, it would be of great importance to the hospitality industry to conduct studies related to the whole meal and dining experience. This study can also be considered a solid starting point in exploring the customer experience and service not only in restaurants, but also in other equally important sectors in the tourism and hospitality business.