A Descriptive Assessment of the Quality of Products and Service Delivery at a Mining Canteen in Botswana

Abstract

Quality and customer satisfaction have long been recognized as playing a crucial role for success and survival in today’s competitive market. As part of the monitoring and evaluation of products and services, this research was undertaken to assess the quality of products and service delivery at a mining canteen and to establish whether the catering service company employees were being trained and further to identify the challenges faced by the employees. The sample consisted of 150 customers, out of which 101 responded. Triangulation method was utilized to find information from the different units within the catering service company. The managers, waitresses, cashiers, supervisors form part of the sample. A closed-ended questionnaire was given to users and visitors who patronize the canteen. Semi-Structured interviews were conducted to the canteen staff. The results from the survey indicated that respondents were not satisfied with the variety of meals and the quality of drinks offered to them. As depicted in the findings, quality service delivery is a major issue, and it is not consistent. In terms of hygienic condition at the canteen, participants were of the view that the canteen was the best. Regarding training of most of the employees from the catering services company did not receive enough training compared to what they should. Shortage of skillful personnel in the kitchen especially chefs and cooks, shortage of kitchen equipment to perform tasks, shortage of ingredients in the kitchen which often compromises quality and long working hours where mentioned as some of challenges that hinders the provision of quality service. This study significantly contributes to providing a deeper insight into factors that influences dining choice of a mining community.