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PDF: Author(s): Prokopets T. N., Sinyuk T. Y.,
Number of journal: 3(60) Date: August 2022

The sustainability of the restaurant business directly depends on the level of customer satisfaction with the quality of the services provided. The problem of service quality lies in its intangibility and non-renewability. In this regard, many questions arise in the formation of indicators for assessing restaurant personnel. Since the waiter is in the largest contact zone with the consumer, we assume that he is a key link in shaping the quality of the service provided, therefore, in this study, the emphasis is placed on evaluating the effectiveness of waiters. The initial data for this study are consumer reviews on digital platforms, personal research of the authors, information and analytical materials on the stated topic. The subject of the research is the formation of personnel performance indicators in the restaurant sector. The hypothesis of the study is that it is necessary to form key performance indicators based on significant prerequisites and problem areas, the solution of which contributes to the achievement of the organization’s target priorities. The results of the study can be applied in the restaurant sector, subject to adaptation to the realities of the business structure, according to the described sequence of actions. As tools for the study are used: desk analysis, comparative analysis, systemic and situational approach. As a result of the study, a set of indicators is proposed to assess the effectiveness of the work of waiters, a mechanism for the formation of standard values is presented, and supporting services for the implementation of recommended indicators are reflected. The direction of future research will be focused on practical approaches to the formation of key performance indicators for the restaurant sector, depending on the positions and the development of a unified algorithm for the formation of these indicators, based on a system of principles.


restaurant, waiter, consumer reviews, background, KPI, efficiency, staff, satisfaction, quality, service

For citation:

Sinyuk T. Y., Prokopets T. N., Li A. S. The specificity of forming KPI indicators for waiters. Business. Education. Law, 2022, no. 3, pp. 209—213. DOI: 10.25683/VOLBI.2022.60.389.