Abstract:

This research analyzed the relation between hostess attention, waiter's service, cleanliness of facilities and restrooms, set up table upon arrival, cutlery and glassware cleanliness, food and drinks delivery time and price of food and beverages and customer’s satisfaction. Hypotheses implied by the model are tested on a sample of 569 customers of Full Service Restaurants, in Tijuana, Mexico. It was used a forced choice format Likert Scale –without neutral option- of 4 point ranging from 1=Not important, 2=Slightly Important, 3=Important, 4=Very Important. The findings demonstrate that waiter service is the main predictor for customer satisfaction, followed by price of food and beverages, and food and beverage delivery time. Key Words: Customer Satisfaction, Quality Services, Waiter Service, Price, Delivery Time.

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