SERVICE QUALITY
Portfolio World of Hotel Management
Loes de Gier 514143
HBS Saxion Apeldoorn 2022
, Service quality
Portfolio World of Hotel Management
Hotel Management
HBS Saxion Apeldoorn
AHM1V.EB
World of Hotel Management
Shira Godfried & Jos Poth
Loes de Gier 514143
Date of completion: 03-04-2022
, Preface
This is a research report based on the service quality of drive-throughs. The research question was
formulated by me. The research was difficult, but managing observation has granted me to answer
the question that I chose. I was engaged in researching and writing this report from December 2021 to
April 2022.
I would like to thank my tutor, Shira Godfried for inspiring me to do this research and making the best
out of it and I would like to thank her for her outstanding counselling and support during this process.
I hope you enjoy reading this report.
Loes de Gier
Apeldoorn, April 05 2022
, Content
Preface.............................................................................................................................................................................................................
Introduction .........................................................................................................................................................................1
Short description of the client ......................................................................................................................................... 1
The objective ........................................................................................................................................................................... 1
Theoratical framework ....................................................................................................................................................2
Hospitality at drive-througs.............................................................................................................................................. 3
Aspects and subaspects of hospitality at a drive-through.................................................................................. 3
Tree diagram ........................................................................................................................................................................... 4
Method....................................................................................................................................................................................5
Definition and type of observation ................................................................................................................................ 5
Description of research units: drive-throughs ......................................................................................................... 5
Description of measurement procedure and instrument .................................................................................... 5
Description of role as mystery guest ............................................................................................................................ 5
Results ....................................................................................................................................................................................6
Field research .......................................................................................................................................................................... 6
Results per firm ...................................................................................................................................................................... 6
Comparison of the firms ..................................................................................................................................................... 7
Conclusion and discussion ..............................................................................................................................................8
Conclusion ................................................................................................................................................................................ 8
Discussion ................................................................................................................................................................................. 8
Advice .....................................................................................................................................................................................9
McDonalds Doetichnem ...................................................................................................................................................... 9
McDonalds Winterswijk ..................................................................................................................................................... 9
McDonalds Zutphen .............................................................................................................................................................. 9
Literature list ......................................................................................................................................................10, 11, 12
Appendices ........................................................................................................................................................................ 13
Hospitality checklist ............................................................................................................................................13, 14, 15
Mystery guest report McDonalds Doetichnem ......................................................................16, 17, 18
Mystery guest report McDonalds Winterswijk ...................................................................... 19, 20, 21
Mystery guest report McDonalds Zupthen ..............................................................................22, 23, 24
AAOCC ................................................................................................................................................................ 25 ,26, 27, 28
The literature search process ................................................................................................................................ 28, 29
Menu ..................................................................................................................................................................................... 30
Explanation of the choice of course and its matching drink..................................................................... 31, 32
Profit margin calculation of the main courses ................................................................................................ 32, 33
Feedback, conclusion and reflection ................................................................................................................... 34, 35
Literature List................................................................................................................................................. 36, 37, 38, 39
Portfolio World of Hotel Management
Loes de Gier 514143
HBS Saxion Apeldoorn 2022
, Service quality
Portfolio World of Hotel Management
Hotel Management
HBS Saxion Apeldoorn
AHM1V.EB
World of Hotel Management
Shira Godfried & Jos Poth
Loes de Gier 514143
Date of completion: 03-04-2022
, Preface
This is a research report based on the service quality of drive-throughs. The research question was
formulated by me. The research was difficult, but managing observation has granted me to answer
the question that I chose. I was engaged in researching and writing this report from December 2021 to
April 2022.
I would like to thank my tutor, Shira Godfried for inspiring me to do this research and making the best
out of it and I would like to thank her for her outstanding counselling and support during this process.
I hope you enjoy reading this report.
Loes de Gier
Apeldoorn, April 05 2022
, Content
Preface.............................................................................................................................................................................................................
Introduction .........................................................................................................................................................................1
Short description of the client ......................................................................................................................................... 1
The objective ........................................................................................................................................................................... 1
Theoratical framework ....................................................................................................................................................2
Hospitality at drive-througs.............................................................................................................................................. 3
Aspects and subaspects of hospitality at a drive-through.................................................................................. 3
Tree diagram ........................................................................................................................................................................... 4
Method....................................................................................................................................................................................5
Definition and type of observation ................................................................................................................................ 5
Description of research units: drive-throughs ......................................................................................................... 5
Description of measurement procedure and instrument .................................................................................... 5
Description of role as mystery guest ............................................................................................................................ 5
Results ....................................................................................................................................................................................6
Field research .......................................................................................................................................................................... 6
Results per firm ...................................................................................................................................................................... 6
Comparison of the firms ..................................................................................................................................................... 7
Conclusion and discussion ..............................................................................................................................................8
Conclusion ................................................................................................................................................................................ 8
Discussion ................................................................................................................................................................................. 8
Advice .....................................................................................................................................................................................9
McDonalds Doetichnem ...................................................................................................................................................... 9
McDonalds Winterswijk ..................................................................................................................................................... 9
McDonalds Zutphen .............................................................................................................................................................. 9
Literature list ......................................................................................................................................................10, 11, 12
Appendices ........................................................................................................................................................................ 13
Hospitality checklist ............................................................................................................................................13, 14, 15
Mystery guest report McDonalds Doetichnem ......................................................................16, 17, 18
Mystery guest report McDonalds Winterswijk ...................................................................... 19, 20, 21
Mystery guest report McDonalds Zupthen ..............................................................................22, 23, 24
AAOCC ................................................................................................................................................................ 25 ,26, 27, 28
The literature search process ................................................................................................................................ 28, 29
Menu ..................................................................................................................................................................................... 30
Explanation of the choice of course and its matching drink..................................................................... 31, 32
Profit margin calculation of the main courses ................................................................................................ 32, 33
Feedback, conclusion and reflection ................................................................................................................... 34, 35
Literature List................................................................................................................................................. 36, 37, 38, 39
