COM420: The Impacts of Interior Design on Perceived Customer Service in Restaurants

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This thesis focuses on how the perception of customer service in casual dining restaurants can be affected by the interior environment. The study explores the psychological evaluation of service fro... m the customer point of view, as well as the efficiency of service from the employee perspective. Findings reveal that providing a sense of control through visibility is crucial in maintaining a highly perceived quality of service. The design discussion outlines how the integration of specific interior design elements can help mitigate some of the top customer complaints when dining. The proposed solution aims to create an atmosphere that portrays the impression of honesty between the customers and business while facilitating an excellent customer service experience. Addressing this issue can create opportunities that will increase perception of service, lead to happier customers and employees, and drive business growth for restaurants. [Show More]

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