Vol. 5, Iss. 2, 2019

An investigation of key success factors for restaurant operations in Saudi Arabia

Reda Gadelrab, King Abdulaziz University, Kingdom of Saudi Arabia, Erdogan Ekiz, Mohammed VI Polytechnic University, Morocco
Published online: 30 November 2019, JTHSM, 5(2), pp.27-35.

URN: urn:nbn:de:0168-ssoar-66333-7, DOI: 10.5281/zenodo.3601673

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Abstract:

Purpose: This exploratory, qualitative and descriptive study aims to find out critical success factors in restaurant operations and identify what elements are vital to a restaurant business success and survival. It is also an attempt to gain knowledge and understanding about this sector in Saudi Arabia through reviewing mangers’ insights in relation to their strategies and perceptions adopted.

Methods: Ten restaurants in Jeddah were approached to collect data through face to face semi-structured in-depth interviews. The purpose of interviews was to explore their experiences and insights into core factors contributing to the practice of their success. Responses from the restaurants’ operators were used to analyze critical factors responsible for their success.

Results: Strategy, marketing, menu, and staffing issues were considered in assessing the critical factors contributing to success in restaurant operations. Delivery of consistent quality food and service creates customer relationship and develop loyalty were highlighted by almost all respondents. They also emphasized the significance of customer service and focus on customers’ needs to identify their requirements.

Implications: Managers should consider both the tangible and intangible aspects that would make a restaurant business successful; consumer relationship building and loyalty plays a very important role in the success of a restaurant, combined with a clear strategy to contribute to the uniqueness of service provided.

Keywords:

Restaurant Industry, Success factors; Service Management; Qualitative Research; Semi-Structured interviews

JEL Classification:

D4, G1, L83