Introduction

Sugar and spice was started by the Saleh Alayan. He decided to start this business at the time when there was a search of good cake in the Doha. After searching it for long time he thinks that he should bake it by his own. He was so passionate in his interest. This interest takes him toward this business.  Customers were served with home deserts and recipes. (Our story)

It belongs to the food industry. It is a company which provides solutions with creative food. It is a luxury company and provides customize food. It serves food to the large and small parties. People can outsource chef from the company for parties, picnic and events. Sugar and spice also provides food according to the customer desire which could be claimed as homemade food in front of guest. (Sugar and Spice Limited)

Sugar and spice is offering different ranges in Breakfast, Fries, Salad, Sandwiches, Pasta, Drinks, Dessert and Ice Cream (Our menue). But their specialty is in their pancakes. They have selected one day in a week as a family day (Family Day). Their most potential customers are youngsters and children but families are also their target market. Moreover business class is also their potential customers. Their specialty among all is that they are serving at wide level by offering multiple products in their menu. At the same time they are offering multiple services like dine inn, take away, outsourcing chef, hosting events, and customized meal. But their pan cakes are their biggest specialty. They have edge on others because of their pan cakes.

It ranks in top 10 restaurants of Gujarat and Qatar. Their biggest competitors are German Village Coffee Shop and Original pancake house Cleveland. These companies are creating very strong competition for sugar $spice. They have more revenue than sugar and spice. Estimated annual revenue of Sugar & spice is $3.9 Million. (Sugar &’ Spice Restaurant).

The customer gap

Customer gap has been assessed by the customer feedback. Customer feedback has been collected about the sugar & spice via a survey, questionnaire and interviews. Interview has been conducted with 10 people. Survey has been conducted from 50 people. Products, services, quality, management performance, pricing, atmosphere, comfort and employee behavior has been measured by the interview, questionnaire and survey. In the interview face to face questions has been asked from interviewers. Interview persons have been selected in the restaurant area. In the survey all factors have been measured by a ranking scale. It includes different indicators like agree, strongly agree, neutral, disagree and strongly disagree.

Customers have been satisfied from the quality and taste of the food. Staff of the sugar & spice is friendly to the customers.  Environment is also good. Their services are very good and they are providing error free services. Their services are dependable and they provide customize services. Their employee provides services very fast. Sugar and spice has convenient working hour. Their services are easily available at the time of need. They are offering multiple and high quality products at very reasonable prices. All Values are available at Sugar and Spice. They are providing everything according to the customer need. Sugar and spice take care of their customers and they give them values by serving them in a better way. Sugar & spice has good location. It is easily accessible to the target customers. They have good sitting arrangement for the customer.

But there are some flaws in the restaurant. Attitude of the employees is not good with the customers. Employees are not motivated toward their work and they don’t show a good attitude while dealing with their customers. They don’t have positive attitude towards the customers. Staff of the restaurant is not polite and friendly. The staff of the restaurant is not professional. They don’t have awareness to answer the questions of customers. Staff has less capabilities and skills to serve the customers. The restaurant doesn’t have cleanliness and has a high quality atmosphere.

Sugar and spice ranks in top cafes in its area. It has a good reputation among customers. It is famous for its pan cakes. So Customer perceived it as good in all. They perceived that sugar & spice has good environment, comfort, cooperation from staff, quality in food and extraordinary performance. Overall it has good capabilities to satisfy the customers. But there are some gaps in the restaurant which have been experienced by the customers. These gaps could affect performance of the sugar & spice in a negative way. They have three major gaps in the sugar & spice. They don’t solve the problems of the customers. They have listening gap. Their employees are not trained and skillful. In the result they have performance gap. It affects the performance of the services in the restaurant. They are not providing additional services to satisfy their customers. Moreover they don’t have healthy and peaceful atmosphere it also effects the customers satisfaction in a negative way. All these gaps are very necessary to be solved.

Provider gap 1 (The listening gap)

These gaps have been assessed through primary research. Interview of management has been conducted to study these gaps. According to the point of view of management listening gap has been assessed by studding following dimensions.

a)     Insufficient customer research orientation

Management is putting efforts to bring high standards in the restaurant. They are designing standard services. They have their own set of standards. Management does not studies the demand of the market and does not sees what new trends are developing for example, healthy food and varieties in food. They don’t make any research to invent the market trends. They create something according to their own standards. Their beliefs are different then customers. They want to go upward from their competitors. But they are not at right track. They didn’t focus to know customer demand and requirement.

They just take verbal interview of the customer but there is no any proper measure taken by them. Sometimes they also check responses on the social media by studding reviews. They did not try to bring something new according to the customer demand. They did not give priority to the customer demand. There is no any market and customer research before implementing something new. They does not follow anyone not even their customers and competitors. They don’t invest on research.

b)    Lack of upward communication

Management has not provided any proper resource to make communication with frontline employees. There is lack of communication with frontline employees. They have not given them enough confidence to share any problem properly. There is no any instrument to measure satisfaction of the customer via employee. They do not get it exactly whether their employees are able to satisfy their customers are not. They conduct some training sessions with employees. They just conduct training session for the employee to make them aware about demand or when menu is developed. Otherwise there is no any special purpose of training. They don’t provide training to make them educated and professional. Management can communicate with upward authorities. But same case has not been implemented with the frontline employees. Furthermore they check performance by monitoring daily sales. There is no any way to measure their performance. They check the performance of the employees on the basis of presence and sales. They select an employee of month but there is no any proper way to measure performance of the employee. They do not check the attitude and behavior of the employee. If employee tells them that there is any problem regarding performance then management advises them accordingly.

c)     Insufficient relationship focus

They try to build relationships with customers by presenting the up to standards food and they also make sure the quality of food. They constantly check the food quality. They think that they are providing comfortable and variety full seating arrangement. According to the management view customer is always right and they make sure to properly present the restaurant. They take feedback but not taking measures to build long term relationships. They try to implement things according to their mind. They do not focus to resolve the complaints of customers. There are not any loyalty program implemented by the sugar & spice. They are satisfied with their current measures.

They are not using any specific technology to taker feedback of the customers. They take only verbal feedback of the customers. They are doing any CRM implementation or other implementations. There are no any implementations of loyalty programs in the restaurant towards the customers. They are not offering any discounts and other incentives to the employee.

d)    Inadequate service recovery

The biggest failure of the organization is to maintain the customer satisfaction and loyalty.  The reason behind this failure is that employees of the organization are not motivated. They are not aware about the culture of the restaurant. They don’t have frank behavior with customers. Their attitude is not positive. They are not able to serve the customers in a right and satisfactory way. That is why they are failing to satisfy and maintain the customers.

Management is conducting trainings but reason is that they are not educated. Management is providing trainings to solve this problem. Management also listen these complaints that atmosphere is not healthy and clean and workers are not cooperative. Workers do not provide orders on time. Organization is working on training programs to solve these issues. But sugar & spice is not providing any grantee to solve these issues. They are providing training programs but they don’t accept their mistake as they feel so confident on their existing performance and standards. They do not follow customer feedback which brings them toward failure.

Resulting gap

Because of all these reasons customer is not satisfied from the staff behavior. They are not able to build relations with staff so customers are switching toward any other solution.

Provider Gap 2

According to the point of view of management service design and standards gap has been assessed by studding following dimensions.

a)     Poor service design

An activity which contains planning of arranges people, infrastructure, strategies, technology and material which help to improve satisfaction and quality among a business and customer.

Their quality and taste of food is good. There is a great gap of communication in the organization. Employee has poor communication skills. Their location is at good area. The area of the restaurant is highly accessible. But at the same time they have low capability in the infrastructure. Their atmosphere is not clean and healthy. There employees are uneducated. They are not capable to deal with customers in an aright way. Sugar & spice is not offering additional services to motivate the customers. They are not offering extra deals and discounts offers. There is no any availability of discount cards. They do not provide timely services.

Recommendations

Restaurant should change its structure. They need to implement the new marketing strategies to attract new customers. They should improve their existing services and they should also add some new services to satisfy the customers. Organization should hire right and well aware employees. They should improve their training programs. They should work on the cleanliness of the environment. They should provide healthy atmosphere. They should change the setting arrangement of the restaurant

b)    Absence of customer-driven standards

Management does not follow the standards and demands of the customers. They set strategies according to their choices. They don’t rely on the customer feedback and research of market. They don’t do market research before implementation of something. They set their own standards. There are some main things in which organization did implementation according to their standards. Management has set menu by his own choice. They have implemented seating arrangement, atmosphere and design according to their choice. They have implemented additional services by their own mind set. In all these things there is no check on the preferences of the customers. Sugar & spice don’t follow expectations of the customers.

These standards are not according to the customer demand. The reason is that everything is becoming modern. That is why with the passage of time customer taste changes according to the time. Customer gave preference to the cleanness in the atmosphere. They wants comfortable environment. Furthermore customer attracts towards additional services given by the organization. Employee service also affects satisfaction of the customer. If organization does not make aware to the employee according to the satisfaction of the customer, then it is also not according to the customer expectations.

c)     Inappropriate physical evidence of services wrap

The physical evidence in the organization is enough weak. Organization is not providing business cards to the organization. They are using modern technology for preparation of food. They have good internal look of their restaurant. But their furniture is not attractive, modern and comfortable. There is no any attractive decor in the restaurant. Employee has white uniform. Website contains good content to attract customers toward the restaurant.

Somehow they have implemented something good. Website is providing informative content to the customers. But due to the lope holes in the whole structure there is less effective physical evidence of the restaurant. It is not according to the needs of target market. The reason is that employee want peaceful and comfortable environment. They want good decor and beautiful view and ambiences. Customer wants attractiveness in the environment. They want clean and comfortable atmosphere.

(Sugar n spice limbdi)

It is the external look of the restaurant. This look is good to attract customers but internal look is necessary to maintain the customers. Customer attracts toward the peaceful atmosphere, décor  and hygienic environment.

(Restaurant Employee Dress Code)

This image is showing the uniform of the Sugar & spice. They have a proper uniform for theiremployees.

(Google)

This image is showing the perspective of the owner. It shows all appropriate missions and visions of the organization. It convey the message to the customers from the organization.

(Google)

This image is showing that furniture of the Sugar & spice is very outdated. Chairs are not comfortable so they should bring some comfortable furniture in the organization. This image is also showing the less décor inside the restaurant.

(Sugar & spice)

This image is showing the website of the sugar & spice. It contains all necessary information about the restaurant. There is also availability of online purchasing. Customer can order food online. But they have less focus to utilize this option.

Resulting gap

Because of all these reasons performance gaps has been created. Atmosphere and services gap has been also created because of these things. Customers are not satisfied from the atmosphere.

Phase 2

In this phase primary data has been collected by conducting interview of employee and in the provider gap 4 secondary researches has been used. Data has been collected from secondary resources.

Provider gap 3 (The service performance gap)

According to the point of view of employee standard services gap has been assessed by studding following dimensions. This represents the point of view of the employee that what they think about the standardized services and are they fulfilling the above mentioned gaps or not.

a)     Deficiencies in human resources policies

There are not any set of standards for the employee selection. They do not select employees on the base of any standard. There employees are not educated and aware about the trends and requirements of the target market. They have set their standards to maintain their quality. They have good quality in taste. But employees are not able to maintain quality in the services.  They have their own standards to achieve customer satisfaction but they are not taking right measures to achieve this standard.

They provide training to the employee when they develop menu. They also provide training to make them aware about the organizational culture. But they don’t have availability of proper training and technology to take feedback of the employee to satisfy customers. They are not providing right trainings to the employees.

Because of all these reasons employees are not much aware to provide services to the customers. Employees are facing challenges to fulfill standards and in achievement of the customer satisfaction. It is all because of the lack of awareness, knowledge, unkind attitude and lack of technology.

b)    Failure to match supply and demand

Organization does not update its menu according to the customer trends. They do not change their product and services on the basis of day or week. They made variations in their menu seasonally. They have not set any standards according to the demand and research they do not follow market trends but set their own trends. They are not adopting their supply according to the demand.

They are bringing creativity to cope with the standards they are putting efforts to be best but they are not taking feedback of the customers. They are not designing their product and services by keeping in mind demands and needs of the customers.

c)     Customers not fulfilling roles

There is no any positive feedback from the customer. They are not satisfied so because of less satisfactory services restaurant has fewer customers. Employee doesn’t give priority to the customers. If they listen customers complaints then they did not react accordingly they don’t try to solve the issue. Employees don’t build good relations with customer

All these reasons become the cause of negative response from the customer. Customer does not react according to the expectation of the organization. For example customer wants and prefers everything according to the trends. They demand everything according to their taste. Customer also wants exceptional services and responses from the employee. Comfortable environment is also the need of customer. All these reason effects the customer satisfaction in a negative way.

Resulting gap

All these reasons create services and customer satisfaction gap. Customers don’t have good relationships with employees.

Provider gap 4 (The communication gap)

It has been depicted by following dimensions that there is a great communication gap in the management-employee and employee-customers. It also shows the affectivity of the promotional activities within the restaurant. It shows weather sugar & spice is fulfilling the promising of the customers or not.

a)     Lack of integrated services marketing communications

Organization is working on the marketing activities to attract maximum customers. They are promoting their products through ads, social media, broachers, public relations, discount offers, low price strategy, customization.  It provides satisfaction level by offering multiple food types and ranges of items. Social media is the biggest platform for marketing. They make sure to employees that they will take their feedback so they can make variations accordingly. They fulfill the all expectation of the customers. They provide variety in the menu. They offer quality products at very reasonable and affordable prices. But still there are lacks in some promises. They have some overpromise and they are fulfilling these promises. They do not accept customer feedback. They do not solve problems according to the feedback. They offer very minor discounts. They attract customer due to the stable environment but their atmosphere is not clean.

Moreover they distribute their new items among the customers to check its taste.  So customers can be attracted towards their new products. Then they provides them same product with same quality and taste. Moreover they sale their new items on very low prices.

(Sugar N Spice Restaurant Menu)

This image is showing the discount strategy of the restaurant to attract more customers. Restaurant is working to improve the marketing strategies.

(Google)

Family drive-in has been showed by this image. Sugar & spice offer one day in a week for the family so people can feel comfortable. This is also a marketing technique. Customers are very satisfied to have this day in a weak.

(Sugar and Spice – Restaurante creperia )

This is the broacher of the restaurant. They are promoting their products through broachers and other related written stuff.

(Menu of Sugar & Spice)

This is the menu of the sugar & spice. They are special for their cakes but they are also offering multiple rang of the products.

b)    Inadequate horizontal communications

Management is working to promote their products through different marketing resources. Social media is playing essential role to attract the customers. According to the management customers are their main priority. They are offering discounts, extra ordinary services, affordable prices, high quality products, hygienic atmosphere.  They are investing for these purposes.

But on the other hands employees are not fulfilling these promises they are not satisfying customers they are not providing hygienic products. They are not delivering food at time. Employees do not give them priority. They do not listen their complaints. They are not capable to fulfill the commitments of the organization with their target customers. That is why there is difference between the communication of marketing department and implementations of the operational department. This leads towards the loyalty of customer in a negative way.

c)     Pricing

Sugar & spice is charging very reasonable prices. These prices are easily affordable to the customers. They are providing highly quality products at very reasonable prices. Following images are showing prices of different items at sugar & spice. This pricing strategy is showing that restaurant is offering quality and customized products on very reasonable prices.

(Sugar & Spice – Menu)

This image is showing that restaurant is offering multiple products at accurate prices. They have adopted very good pricing strategy. They do not compromise on the quality and taste of the product.

(Sugar & Spice – Menu)

Prices of cakes are given below these prices varies in the customization process.

Cupcakes

$8.50 per dozen includes icing and sprinkles

$12.00 per dozen includes icing, sprinkles, and picks

Birthday Cakes – Single Layer

8″ Round or Square to feed 10 = $18

10″ Round or Square to feed 14 = $23

12″ Round or Square to feed 20-24 = $28

*6″ Smash Cake added to any order = $5*

Birthday Cakes – Double Layer

8″ Round or Square to feed 20 = $30

10″ Round or Square to feed 28 = $35

12″ Round or Square to feed 40-48 = $45

Mini Tiered Cakes (Single layer tiered cakes)

6″ & 8″ Round or Square to feed 15-20 = $30

6″ & 10″ Round or Square to feed 20-24 = $35

6″, 8″, & 10″ Round or Square to feed 25-30 = $45

Tiered Cakes

6″ & 8″ Round or Square to feed 30-35 = $50

6″ & 10″ Round or Square to feed 40-42 = $60

Sheet Cakes

7X11 to feed 10-15 = $18

9X13 to feed 20-25 = $30

11X15 to feed 30-35 = $40

12X18 to feed 40-45 = $50

Bundt Pound Cake

Feeds 15-18 = $25

Wedding Cakes – Per Serving

$3.75 Butter-cream or Fondant

All Prices are based on the general designs of the products. If someone adds some additional elements of design like flowers, ribbon, edible pearls etc. then there would be additional charges accordingly (Price list)

This list of prices is showing the cakes prices. Sugar & spice has specialty in its cakes due to its good baking skills. Sugar & spice has this edge over its competitors that they are offering best variety of cakes with high quality. It is a unique selling point of the Sugar & spice that they are charging exactly according to the product quality. Customers are satisfied from the quality and prices of the sugar & spice. They prefer to visit there just because of their high quality products and reasonable prices.

 Resulting gap

Because of all these reasons communication gaps has been created among the employees and organization. It is all because employees are not working as right bridge among customer and organization.

 

Recommendations

After analysis of the standards and gaps it has been proved that overall organization is playing good role. But there are some gaps and lacks which are effecting customer satisfaction, loyalty and retention. It also affects the performance of the Sugar & spice in a negative way.

Recommendation 1

It has been assessed after this whole study that there is a great gap in the organization which has biggest negative effect on the performance of the organization.  Employee does not listen complaints of the customers. They do not give any response on their complains. It is very necessary to resolve this issue. Employee should listen to the customers very carefully and then they should resolve that issue. They should show very positive and humble attitude to the customers.

Functional steps

Management should provide trainings to the employees. Management should improve its training programs. Management should measure performance of the employee according to the feedback of the employee. They should read reviews of the customers so they can know complain about the employees. They should guide the employees about to design their strategies according to their feedback. Management should measure the performance of the employee on the basis of customer satisfaction so they could be motivated to solve the customer problems.

Effect of implementations

This will help to increase the satisfaction level of the customer. It would improve the customer retention. These measures will help to make aware to the employees about the customer needs.  Customer would more happy and motivated toward the sugar & spice

Recommendation 2

In this recommendation there is guidance to fulfill another gap.  It also has been assessed by the study that customers are not satisfied from the atmosphere and seating arrangements of the restaurant. Customers want clean, hygienic and comfortable atmosphere. But they don’t have clean and hygienic environment their inner structure is not enough effective. Management should restructure the restaurant. They should improve the atmosphere of the restaurant. They should be made it more attractive or customers.

Functional steps

Customers are not satisfied from the seating and furniture. Furniture is very outdated. Management should change the inner structure of the restaurant. They should work on the ambiance. They should change the décor of the restaurant. Management can hire new person to make it redecorate. Moreover during their training sessions they should also make aware to the employees that atmosphere plays great role in the customer satisfaction. They must keep it clean, hygienic. Management should replace old furniture with new one.

Effects of implementations

These steps will play an important role to increase the satisfaction of the customer. Customer will feel relax and comfortable in the environment. If customer would be attracted toward the internal structure them he will definitely prefer to visit here again. It also helps to maintain customer loyalty.

Recommendation 3

There is a communication and performance gap in the organization. Management has not implemented strategies to make their customer satisfy. Employees are not literate. They are not sensible in the sense of communication. They do not provide orders at time. Management is not providing any discount cards to the customers to attract more customers. Due to the non-serious behavior of the employee, performance of the organization has been affected. Management should improve the performance of the services they should add some additional services and benefits to attract additional customers. They should offer some good offers to the customers.

Functional steps

Management should offer some discount cards. They should improve the training program of the employee. They should warn the employees that they should provide the good and quality services to the customers. Management should also work on the capabilities, Skills and psychic of the customers. They should provide property resources of communication to the employees and customers so management can know about employee and customer both.  They should select employees on the basis of some specific standards according to their jib Description. They should add some additional services after selling.

Effects of implementations

It helps to increase the performance of the organization. It also helps to attract new customers. It helps to gain customer loyalty. It also adds extra values for the customers. It removes the gaps of the customers. It saves the organization from the wrong selection of the employee.

 

Appendixes

• Questionnaire for management

1. What are methods used to know customer expectations? What kind of research do you use to know customer expectations?
2. How do you resolve complaints of customers?
3. What is your system for customer feedback?
4. How do you monitor quality of services provided by the business? always looking at daily sales
5. Do you provide training and development to your employees? How?
6. What steps do you take to meet promises (expectations) made by the business?
7. How do you motivate your employees?
8. What are steps taken by the management to improve consistency in services?
9. How do you manage performance of employees below service standards?
10. Do you think the atmosphere satisfies customers? For example, do you think the chairs and seating is comfortable?
11. How the temperature of the food is for instance is decided?
12. How you handle Complains of the customers

 

• Questionnaire for employees

1. Do you assist management in developing service standards?
2. How does management motivate its employees to resolve customer complaints?
3. Do you receive any kind of training from the management to provide quality services?
4. Do you receive the right knowledge to answer questions customers might have? How?
5. Do you ensure that customer satisfaction is met? For example, if customers have certain preference do you follow that preference?
6. Do you think the food arrives to the customer meeting their standards?
7. How do you manage high demand on crowded days?
8. Do you get any complaints from customers?
9. How do you handle complaints of unsatisfied customers?
10. How do you recover the service in the moment if the customer complains?

• Survey of customer

1. How often do you visit Sugar and Spice?

More than once a week

About once a week

More than once a month

Less than once a month

Never

Question Title

2. To what extent do you agree with the following?

	Strongly Agree	Agree	Neutral	Disagree	Strongly Disagree
Sugar and Spice service is dependable	Sugar and Spice service is dependable  Strongly Agree	Sugar and Spice service is dependable  Agree	Sugar and Spice service is dependable  Neutral	Sugar and Spice service is dependable  Disagree	Sugar and Spice service is dependable  Strongly Disagree
Sugar and Spice provide an error free service	Sugar and Spice provide an error free service Strongly Agree	Sugar and Spice provide an error free service Agree	Sugar and Spice provide an error free service Neutral	Sugar and Spice provide an error free service Disagree	Sugar and Spice provide an error free service Strongly Disagree
Employees at the restaurant provide prompt services to customers and in a timely fashion	Employees at the restaurant provide prompt services to customers and in a timely fashion  Strongly Agree	Employees at the restaurant provide prompt services to customers and in a timely fashion  Agree	Employees at the restaurant provide prompt services to customers and in a timely fashion  Neutral	Employees at the restaurant provide prompt services to customers and in a timely fashion  Disagree	Employees at the restaurant provide prompt services to customers and in a timely fashion  Strongly Disagree
Sugar and Spice always take care of their customers	Sugar and Spice always take care of their customers  Strongly Agree	Sugar and Spice always take care of their customers  Agree	Sugar and Spice always take care of their customers  Neutral	Sugar and Spice always take care of their customers  Disagree	Sugar and Spice always take care of their customers  Strongly Disagree
Employees are always motivated and have a good attitude when dealing with their customers	Employees are always motivated and have a good attitude when dealing with their customers  Strongly Agree	Employees are always motivated and have a good attitude when dealing with their customers  Agree	Employees are always motivated and have a good attitude when dealing with their customers  Neutral	Employees are always motivated and have a good attitude when dealing with their customers  Disagree	Employees are always motivated and have a good attitude when dealing with their customers  Strongly Disagree
Employees make sure that their customer’s complaints are taken care of	Employees make sure that their customer’s complaints are taken care of  Strongly Agree	Employees make sure that their customer’s complaints are taken care of  Agree	Employees make sure that their customer’s complaints are taken care of  Neutral	Employees make sure that their customer’s complaints are taken care of  Disagree	Employees make sure that their customer’s complaints are taken care of  Strongly Disagree
Restaurant’s staff are always polite and friendly	Restaurant’s staff are always polite and friendly  Strongly Agree	Restaurant’s staff are always polite and friendly  Agree	Restaurant’s staff are always polite and friendly  Neutral	Restaurant’s staff are always polite and friendly  Disagree	Restaurant’s staff are always polite and friendly  Strongly Disagree
The staff of the restaurant are very professional	The staff of the restaurant are very professional  Strongly Agree	The staff of the restaurant are very professional  Agree	The staff of the restaurant are very professional  Neutral	The staff of the restaurant are very professional  Disagree	The staff of the restaurant are very professional  Strongly Disagree
Employees have the knowledge to answer customer’s questions	Employees have the knowledge to answer customer’s questions  Strongly Agree	Employees have the knowledge to answer customer’s questions  Agree	Employees have the knowledge to answer customer’s questions  Neutral	Employees have the knowledge to answer customer’s questions  Disagree	Employees have the knowledge to answer customer’s questions  Strongly Disagree
The restaurant has convenient working hours	The restaurant has convenient working hours  Strongly Agree	The restaurant has convenient working hours  Agree	The restaurant has convenient working hours  Neutral	The restaurant has convenient working hours  Disagree	The restaurant has convenient working hours  Strongly Disagree
The prices at Sugar and Spice are reasonable	The prices at Sugar and Spice are reasonable  Strongly Agree	The prices at Sugar and Spice are reasonable  Agree	The prices at Sugar and Spice are reasonable  Neutral	The prices at Sugar and Spice are reasonable  Disagree	The prices at Sugar and Spice are reasonable  Strongly Disagree
Sugar and Spice have good locations	Sugar and Spice have good locations  Strongly Agree	Sugar and Spice have good locations  Agree	Sugar and Spice have good locations  Neutral	Sugar and Spice have good locations  Disagree	Sugar and Spice have good locations  Strongly Disagree
The restauarant is clean and has a high quality atmosphere	The restauarant is clean and has a high quality atmosphere  Strongly Agree	The restauarant is clean and has a high quality atmosphere  Agree	The restauarant is clean and has a high quality atmosphere  Neutral	The restauarant is clean and has a high quality atmosphere  Disagree	The restauarant is clean and has a high quality atmosphere  Strongly Disagree
All Utilities are available at Sugar and Spice	All Utilities are available at Sugar and Spice  Strongly Agree	All Utilities are available at Sugar and Spice  Agree	All Utilities are available at Sugar and Spice  Neutral	All Utilities are available at Sugar and Spice  Disagree	All Utilities are available at Sugar and Spice  Strongly Disagree
Sugar and Spice has covenant seating arrangements	Sugar and Spice has covenant seating arrangements  Strongly Agree	Sugar and Spice has covenant seating arrangements  Agree	Sugar and Spice has covenant seating arrangements  Neutral	Sugar and Spice has covenant seating arrangements  Disagree	Sugar and Spice has covenant seating arrangements  Strongly Disagree

Question Title

3. How did you hear about Sugar and Spice?

Billboard Advertisement

Social Media

The Internet

Family and Friends

Other (please specify)

Question Title

4. Age

Under 18

20-25

26-30

30+

Question Title

5. Gender

Female

Male

 

References

(n.d.). Retrieved from Google: https://www.google.com.pk/search?biw=1707&bih=760&tbm=isch&sa=1&ei=DMuwXLD4I4nTvgTTwYuoDg&q=adsof+sugar+%26+spice+restaurant&oq=adsof+sugar+%26+spice+restaurant&gs_l=img.3…79387.80033..80287…0.0..0.381.733.3-2……1….1..gws-wiz-img.W_5hRVM-XRs#imgr

(n.d.). Retrieved from Google: https://www.google.com.pk/search?q=business+cards+of+sugar+and+spice+restaurant&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjwjsD61crhAhXG6XMBHa2qDcYQ_AUIDigB&biw=1707&bih=821#imgrc=606lhDIe9D6J6M:

(n.d.). Retrieved from Google: https://www.google.com.pk/search?q=business+cards+of+sugar+and+spice+restaurant&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjwjsD61crhAhXG6XMBHa2qDcYQ_AUIDigB&biw=1707&bih=821#imgrc=X-piGpsjIhKFwM:

(n.d.). Retrieved from Sugar & spice: https://www.thesugarandspice.com/

Family Day. (n.d.). Retrieved from Sugar & spice: https://sugarandspiceqatar.com/family-day/

Menu of Sugar & Spice. (n.d.). Retrieved from Google: https://www.google.com.pk/search?q=brochures+of+sugar+%26+spice+restaurant&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjP2KvnicvhAhVJsI8KHUGMCl8Q_AUIDigB&biw=1707&bih=821#imgrc=GNt4IQDjY74CpM:

Our menue. (n.d.). Retrieved from Sugar & Spice: https://sugarandspiceqatar.com/our-menu/

Our story. (n.d.). Retrieved from Sugar & Spice: https://sugarandspiceqatar.com/

Price list. (n.d.). Retrieved from Sugar & SpiceSweet treats for all your special occasions!: https://sugarandspicesweettreats.webs.com/pricelist.htm

Restaurant Employee Dress Code. (n.d.). Retrieved from Google: https://www.google.com.pk/search?biw=1707&bih=821&tbm=isch&sa=1&ei=F5uwXIm4LZ3Uz7sPyv6wyAY&q=employee+uniform+of+sugar+and+spice+restaurant&oq=employee+uniform+of+sugar+and+spice+restaurant&gs_l=img.3…1870386.1888563..1888853…0.0..0.0.0…….24….1.

Sugar & Spice – Menu. (n.d.). Retrieved from Google: https://www.google.com.pk/search?biw=1707&bih=821&tbm=isch&sa=1&ei=heywXOf9NLOGmgenlYPoCw&q=menu+of+sugar+%26+spice+qatar&oq=menu+of+sugar+%26+spice+qatar&gs_l=img.3…167240.168180..169022…0.0..0.312.1209.0j4j1j1……1….1..gws-wiz-img.6_97Uu58yqM#im

Sugar &’ Spice Restaurant. (n.d.). Retrieved from Owler: https://www.owler.com/company/sugar-n-spice-restaurant

Sugar and Spice – Restaurante creperia . (n.d.). Retrieved from Google: https://www.google.com.pk/search?biw=1707&bih=760&tbm=isch&sa=1&ei=X8uwXNOmAcGWwgPa-qWgCw&q=brouchers+of+sugar+%26+spice+restaurant&oq=brouchers+of+sugar+%26+spice+restaurant&gs_l=img.3…89524.93306..93902…0.0..0.364.3378.0j4j7j3……0….1..gws-wiz-i

Sugar and Spice Limited. (n.d.). Retrieved from Linked In: https://www.linkedin.com/company/sugar-and-spice-limited?trk=similar-companies_org_image

Sugar n spice limbdi. (n.d.). Retrieved from Google: https://www.google.com.pk/search?biw=1707&bih=760&tbm=isch&sa=1&ei=csqwXI_4M8z6vASPvrK4Dg&q=external+building+of+of+sugar+%26+spice+restaurant&oq=external+building+of+of+sugar+%26+spice+restaurant&gs_l=img.3…145678.151259..151638…0.0..0.338.4685.0j9j9

Sugar N Spice Restaurant Menu. (n.d.). Retrieved from Google: https://www.google.com.pk/search?biw=1707&bih=760&tbm=isch&sa=1&ei=X8uwXNOmAcGWwgPa-qWgCw&q=discount+offers+of+sugar+%26+spice+restaurant&oq=discount+offers+of+sugar+%26+spice+restaurant&gs_l=img.3…40525.50429..51078…2.0..1.439.5654.0j13j11j1j1……0