THE city had witnessed mushroom growth of restaurants in recent years. But the quality of service in these restaurants is far from being satisfactory. While demand for quality restaurants is rising, many restaurants were closed down at the same time. Presumably poor service quality had been the major contributing factor. While quality of service is a prerequisite for development of a service organization, one can safely conclude that the reason behind closure of these restaurants had been unsatisfactory quality of service along with quality of food served.
Although all restaurants promise to serve faster, many of them cannot fulfil the commitment. Customers have to wait for long to get served. If in addition to poor service quality the food quality is not satisfactory customers are bound to complain. In most cases, they do not want to return to these restaurants. There are however other reasons for customer dissatisfaction. These relate to environment of the restaurants on the one hand and behaviour of the people working in them on the other. One of the major problems that customers face is that of service charge which is carefully hidden from the advertisements they publish. This hidden charge gets them into trouble.
Good customer service is seriously lacking in most places where we spend our money. If we think carefully, we should be able to recall many recent occasions when customer service was unsatisfactory. Looks like restaurants are serving a seller's market where quality of foods served and services rendered are of least importance. That is part of the problem today, not many people or companies deliver excellent customer service. Most of them do not seem to care about it also, even though they always claim that they do so.
Pallabe Saha
East West University
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