Customer satisfaction in restaurant business : An initiative for successful business
Gurung, Til (2021)
Gurung, Til
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202102021855
https://urn.fi/URN:NBN:fi:amk-202102021855
Tiivistelmä
The aim of this thesis was to discuss customer satisfaction and explain how it is related to successful operation of a business. Customer satisfaction is the measurement of customer expectation with the products and services provided by the company. A company need to be customer centric and design the products and services accordingly to acquire new customers and to avoid brand switching nature of the existing customers. A business enterprise needs to understand their customers’ demand, taste and preference and act quickly to survive in this competitive business world.
This thesis was commissioned by Southern Spice Oy, which provides restaurant services. The main focus of this thesis was to explore the steps considered to satisfy the customers during this pandemic situation. Moreover, to find out the efforts taken to acquire new customers and retain the existing customers during this challenging situation. Additionally, to analyse the challenges faced to cope the pandemic situation.
This thesis was divided into five different parts that consist of introduction, theoretical background, research methodology, empirical study and conclusions respectively. In theoretical parts different terms related to customers such as customer satisfaction, customer relationship management, customer loyalty, customer and business co-relation, service gap and dissatisfaction and so on are discussed. Also, the author’s own views regarding the topics are discussed and other secondary sources were used as references to proof the author’s statement. Moreover, the company was introduced, and SWOT analysis was discussed in the second part of this thesis.
A qualitative research method was used for the empirical study. A well-designed questionnaire was sent to different participants. The result of the survey shows that majority of the customers are satisfied with the company services. However, based on the result the author suggests that the proper market research and business plans implementation should be done to reach wider customer group and to sustain in this difficult situation
This thesis was commissioned by Southern Spice Oy, which provides restaurant services. The main focus of this thesis was to explore the steps considered to satisfy the customers during this pandemic situation. Moreover, to find out the efforts taken to acquire new customers and retain the existing customers during this challenging situation. Additionally, to analyse the challenges faced to cope the pandemic situation.
This thesis was divided into five different parts that consist of introduction, theoretical background, research methodology, empirical study and conclusions respectively. In theoretical parts different terms related to customers such as customer satisfaction, customer relationship management, customer loyalty, customer and business co-relation, service gap and dissatisfaction and so on are discussed. Also, the author’s own views regarding the topics are discussed and other secondary sources were used as references to proof the author’s statement. Moreover, the company was introduced, and SWOT analysis was discussed in the second part of this thesis.
A qualitative research method was used for the empirical study. A well-designed questionnaire was sent to different participants. The result of the survey shows that majority of the customers are satisfied with the company services. However, based on the result the author suggests that the proper market research and business plans implementation should be done to reach wider customer group and to sustain in this difficult situation