n=15 (n=3) Employee Client ratings ratings

Tangibles Restaurant is conveniently located Opening and closing hours are convenient Staff always greets customers Lighting is adequate and appropriate The condition of the physical facility is appealing Reliability Dishes always meet expectations Service provided is always consistent and error free Staff members are competent in performing the services Waiting times are reasonable Responsiveness Guests are attended to as soon as they are seated. Servers return within a minute after the entre is served Bill is given as soon as meal is finished Tables are cleared promptly Recovery time for service failure is short Empathy Employees provided individualized attention Staff are polite, courteous and respectful to customer Satisfaction Overall customer service is good I'm likely to visit this Lillians again I would recommend Lillians to others Great improvement are needed to enhance service quality

4 3.266666667 4 3.866666667 3.6 3.133333333 3.066666667 3.733333333 2.8 3.466666667 3 3 3.466666667 3.333333333 3.666666667 4.2 4.066666667 3.733333333 3.8 3.4

3 3.6666667 3.6666667 2.6666667 2.3333333 2.3333333 2.6666667 4.3333333 4 4 3.6666667 3.6666667 3.6666667 3.6666667 3.6666667 3.6666667 4.3333333 3.3333333 3.6666667 2.3333333

(n=2) Management ratings 4 3.5 4 4 3 4 2.5 4 3.5 3 2 3.5 3.5 3.5 3.5 4.5 4 4 4 4

5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0

Client ratings Employee ratings Management ratings

Client ratings
Tangibles Restaurant is conveniently located Opening and closing hours are convenient Staff always greets customers Lighting is adequate and appropriate The condition of the physical facility is appealing

Employee ratings 3 3.666667 3.666667 2.666667 2.333333

Managem ent ratings 4 3.5 4 4 3

4 3.266667 4 3.866667 3.6

4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Restaurant is Opening and conveniently closing hours located are convenient Staff always greets customers Lighting is The condition adequate and of the physical appropriate facility is appealing Client ratings Employee ratings Management ratings

Client ratings Employee ratings Management ratings

Client ratings
Reliability Dishes always meet expectations Service provided is always consistent and error free Staff members are competent in performing the services Waiting times are reasonable

Employee ratings 2.33333333 2.66666667 4.33333333 4

3.133333 3.066667 3.733333 2.8

Management ratings 4 2.5 4 3.5

5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Dishes always meet expectations Service provided Staff members Waiting times are is always are competent in reasonable consistent and performing the error free services

Client ratings Employee ratings Management ratings

Client ratings Employee ratings Management ratings

Client ratings
Responsiveness Guests are attended to as soon as they are seated. Servers return within a minute after the entre is served Bill is given as soon as meal is finished Tables are cleared promptly Recovery time for service failure is short

Employee ratings 4 3.6666667 3.6666667 3.6666667 3.6666667

3.466667 3 3 3.466667 3.333333

Management ratings 3 2 3.5 3.5 3.5

4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Guests are Servers Bill is given attended to return as soon as as soon as within a meal is they are minute after finished seated. the entre is served Tables are cleared promptly Recovery time for service failure is short

Client ratings Employee ratings Management ratings

ployee ratings

nagement ratings

Client ratings

Employee Management ratings ratings

Empathy Employees provided 3.666667 individualized 3.6666667 attention 3.5 Staff are polite, courteous 4.2 and 3.6666667 respectful to customer 4.5

5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0

Employees provided individu

Client ratings Employee ratings Management ratings

Employees provided individualized attention

Staff are polite, courteous and respectful to customer

Client ratings
Satisfaction Overall customer service is good I'm likely to visit this Lillians again I would recommend Lillians to others Great improvement are needed to enhance service quality

Employee ratings 4.33333333 3.33333333 3.66666667 2.33333333

4.066667 3.733333 3.8 3.4

Management ratings 4 4 4 4
5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Overall customer I'm likely to visit service is good this Lillians again I would Great recommend improvement are Lillians to others needed to enhance service quality

Client ratings Employee ratings

Management ratin

Client ratings Employee ratings Management ratings