Szczegóły publikacji
Opis bibliograficzny
Assessment and improvement of quality of services in restaurant and catering / Marek DROŻDŻ // Scientific Papers of Silesian University of Technology [Dokument elektroniczny]. — Czasopismo elektroniczne ; ISSN 2720-751X . Organization & Management ; ISSN 2720-751X. — 2025 — no. 235, s. 129–156. — Wymagania systemowe: Adobe Reader. — Bibliogr. s. 153–155, Abstr.
Autor
Słowa kluczowe
Dane bibliometryczne
| ID BaDAP | 165447 |
|---|---|
| Data dodania do BaDAP | 2026-01-15 |
| Tekst źródłowy | URL |
| DOI | 10.29119/1641-3466.2025.235.7 |
| Rok publikacji | 2025 |
| Typ publikacji | artykuł w czasopiśmie |
| Otwarty dostęp |  |
| Creative Commons | |
| Czasopismo/seria | Zeszyty Naukowe Politechniki Śląskiej = Scientific Journal of Silesian University of Technology, Organizacja i Zarządzanie = Organization & Management |
Abstract
Purpose: The main aim of this study is to presents a comprehensive method of assessing the management system of the restaurant and restaurant and catering business and an assessment of the company's operating strategy. It focuses on key aspects such as proposing beneficial changes to the management system and creating a new effective strategy to achieve high organizational and economic results. A specific restaurant, SCG Italian Restaurant in Krakow, was evaluated using a methodology for assessing business performance, including a SWOT analysis. Design/methodology/approach: The study used triangulation, combining a comprehensive literature review with a survey and in-depth, semi-structured interviews with customers, employees; restaurant service, as well as the local community and the regional community of the city, as well as opinions from the restaurant's website. SWOT method was used to assess the strategy of the catering company's operations, in which they used the method of marketing research. Findings: The SWOT analysis (which was the basis for the assessment of the current management system) can be effectively used in the assessment of restaurant and catering business management systems, revealing errors in these systems, which facilitates the introduction of beneficial changes for the organization, including improving the company's image and achieving a high level of income and profits. The method should use the results of marketing research of both customers and information obtained in opinion surveys of local communities. Surveys dedicated to the catering industry was particularly useful in the assessment. The research revealed errors in the company's management system itself. Research limitations/implications: If research is reported on in the paper, this section must be completed and should include suggestions for future research and any identified limitations in the research process. Practical implications: The results of the study suggest that company should change their management system. It seems necessary to introduce a training policy and a process for monitoring the work of customer service employees. In addition to activities related to changing the management system, a key recommendation resulting from the study may be to redefine the company's business strategy, in particular the profile of target customers, the catering products or services offered and the quality of cleanliness. The conducted research allowed for a critical assessment of the management system and the development of specific recommendations for changes to the system along with the introduction of a new company strategy. The research emphasizes the need for owners to adapt their leadership styles by building trust, and ensuring clear communication. The insights are particularly relevant for HoReCa1 managers aiming to maintain productivity, engagement, and team unity. Originality/value: This study fills a gap in the existing literature by focusing on the development of a complex methodology for evaluating the management system in the HoReCa target group in order to identify the reasons for the company's revenue constraints and low profit levels relative to its available potential (such as the size of the premises, the prestige of the neighborhood, the high standard of the building, the size of the plot, and the natural assets of the location). Presented methodology for assessing management system in a target group catering enterprise, the conditions that the new system should meet were presented, taking into account the company's resources and customer market needs. The SWOT analysis method allowed for the creation of a new strategy for an effectively operating organization and the achievement of high revenues and profitability. For the purposes of marketing research, original surveys were developed, which were addressed to residents and customers of the company.
