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TGI Fridays Data Analysis Essay

After defining the standards and measuring the results it was time to analyze the data to determine if it supported our initial assessments of each dining experience. Our intuition was that Chili’s served the best French fries, but that TGI Fridays provided the best service and customer satisfaction. To be sure we needed to cross reference our feelings with actual data. In cases where there was more than one measurement for a given dimension (i. e. Aesthetics, Tangibles), the data was combined and represented with one numerical value.

In most cases, a relative scale of 1 – 3 was used (1 = low, 3 = high). Although, some of our measurements were based on simple “yes/no” answers while others were based on time and dimensions. Some of the raw data was compiled and then graphed in order to better understand the implications. The chart and graphs below display critical information based on French fry characteristics, restaurant characteristics, delivery time and nutritional value. The first graph shows that Chili’s was the overall leader in three categories of “French fry characteristics”, scoring the lowest only in “smell”.

Applebee’s showed a slight advantage over TGI Fridays in these categories. The second graph shows that TGI Friday’s was the clear winner in all four categories of “restaurant characteristics” , while Applebee’s and Chili’s tied for second place. The third graph shows that Applebee’s had the fastest delivery speed of all three restaurants on both the initial order and on the follow-up order. Finally, the chart indicates that while Chili’s fries do have the highest sodium content, they rank second in total calories and total fat.

In order to establish the best French fry experience we also needed to weight the raw data based on our intuition. For Garvin’s dimensions we weighted aesthetics as a 0. 3 and durability as a 0. 2. We considered these two items to be the most critical to product quality. We chose these because factors such as taste, smell, crispiness, temperature and longevity are essential to a great fry. Performance, reliability, serviceability and perceived quality were all weighted as a 0. 1. These factors were all equally important in our decision making process.

Consistency in batch size, time to receive a second order, and company reputation were all viewed as important, but not critical to a great French fry. Some of these concepts (i. e. reliability) were later addressed in the SERVQUAL analysis as well. Finally, conformance and features were weighted as a 0. 05. We did not feel as though a posted health sign would sway us from eating at an established restaurant. We also did not think that ridges on a fry were a critical factor. Similarly, we also weighted the SERVQUAL dimensions.

Reliability was weighted as a 0. and was deemed to be the most critical to our team. Like Deming, we targeted 0 discrepancies in our order and expected great service the first time everytime. Next, we weighted tangibles, responsiveness, and empathy equally with a 0. 2. The physical location, the ability to deliver orders in a timely manner, and individualized attention to customers were essential to a great dining experience. Finally, we ranked assurance with the lowest score of 0. 1. The service industry is filled with many young adults. Many of whom work only for a short period time while in high school or college.

We did not want short tenures to significantly sway our results. The final results of our measurements and weighted averages can be seen in the chart below. As initially expected, the analysis proved that the best French fries were from Chili’s (overall score of 3. 0) while the best service was from TGI Fridays (overall score of 2. 8). The data analysis proved that the best-in-class French fries were not produced by the restaurant with the best service. Further analysis of the correlation between product quality and service quality was necessary in order to understand current trends in the industry.

Regression analysis was used to identify correlation between restaurants’ scores on product and service quality. This can be seen in the analyses and graph below. The results of regression analysis indicated that product quality and service quality are negatively correlated with coefficient -0. 8924. It means that positive changes in quality of service result in negative changes in quality of French fries. The R squared of the model is 0. 9986, which means that 99% of changes in quality of French fries could be explained by changes in quality of service.

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