Abstract:
Operational efficiency and service quality are regarded as important components in
business practices. Service quality in the tourism and hospitality industry is
considered as the core of the business because the success of the tourism and
hospitality industry depends on the level of service quality and delivery. The higher
operational efficiency provides competitive advantages that are critical to the success
of the service oriented business, However, the researcher has observed that the
operational efficiency of the employees are lacking in the restaurant operations.
Therefore, the objective of this study is to identify the relationship between the
operational efficiency and the service quality of the restaurant. The study was
conducted as a case study at Pranzo restaurant of Waters Edge. A questionnaire
survey was conducted as the primary data collection technique and the entire
population of the restaurant, 50 employees, were considered as the sample of the
study. This study propose that an operational efficiency of the restaurant is depending
on seven dimensions such as customer orientation, management support, quality of
work environment, employee engagement, job satisfaction, organizational citizenship
behavior and turnover intention which are independent variables while the service
quality is the dependent variable. Mainly, the correlations and regression analysis
were employed to analyze the collected data and the result indicates that there is a
strong, positive relationship between the operational efficiency dimensions and the
service quality of the restaurant. Finally, it is concluded that the service quality of the
restaurant can be increased by improving the operational efficiency as there is a high
positive correlation between dependent and independent variables. The findings can
be used by the restaurants industry to take management decisions related to
operational processes and service quality
