Customer needs

Over the past few decades the words “tourism” and “hospitality” are frequently mentioned and discussed in our society. This has resulted in tourism and hospitality assuming a more important role; not only in our lives but also globally. At the same time, technology is connecting with the tourism sector very closely, adapting to new customer tastes and trends. (Page, S. J. 2009). The major part of these businesses focuses on the customer and their needs. For example, there are many reasons and benefits why people enjoy going to restaurants. These include: social need as a meeting place, a food experience, entertainment and celebration of a special occasion (Wearne, N. and Morrison, A. J. 1996). Identifying and understanding customer needs is a key element for every business (Page, S.J. 2009).

Customer satisfaction of their experience within restaurants occurs when their wants and their expectations are fulfilled (Infosurv 2009). To be successful in this competitive industry, management must consider how to improve and develop hospitality operations for maximum customer satisfaction. “Product development is not just the key to success; it is also the means of survival” (The Magazine for hospitality management professionals 2010).

In this project, the customers’ needs are to have fun, to socialise and to have an exciting computing experience in a friendly restaurant or cafe environment. The use of multi-touch restaurant tables means that every person essentially gets to eat off a giant computer screen and allows browsing of e-menus, ordering meals or drinks, and payment of bills directly from the table without engaging a waiter. This also offers diners other entertainment options; like selecting the mood of the table by choosing between different “virtual tablecloth” images, the ability to download photos from cameras and phones, playing board games or selecting the next possible venue to visit around town. This provides a comfortable, creative and entertainment dining experience for a large spectrum of customers.