Measuring and Evaluating the Services of Kumasi Technical University Restaurant by Employing Statistical Process Control Tools

Abstract

The study measures and evaluates Kumasi Technical University (KsTU) Restaurant’s services using statistical process control tools. Two categories of respondents (members of staff and students) were engaged in the study. Data was collected from 100 members of staff and 223 students using questionnaires. Statistical tools such as mean, pareto charts and factor analysis were used in the analysis. The results shows that respondents are highly satisfied with the services provided by the restaurant. The survey also found that consumers consider two factors, namely atmosphere and food quality, while evaluating the services offered by a restaurant.