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Abstract
In October 1996, a survey developed at Penn State University ran in USA Today. The 14-question study asked USA Today readers, “How does restaurant service fare?” Nearly 6,000 responses, from around the globe, have provided rich data for exploratory research.
The purpose of this paper is threefold:
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to give the frequencies for the responses to the 14 questions;
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to publish initial findings and points of interest;
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to share ideas for further research.
This survey does not purport to be without statistical fault. The authors recognize that the USA Today readership is not a random sample of the U.S. population. What this study shows is a snapshot of USA Today readers' feelings about hospitality service. That aside, there are several reasons to pay attention to what these diners tell us.
