Customer satisfaction of lunch buffet service in Wingwah Palace
Do Thi, Phuong Anh (2021)
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Lataukset:
Do Thi, Phuong Anh
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202105128527
https://urn.fi/URN:NBN:fi:amk-202105128527
Tiivistelmä
Competitiveness and Covid19 have been great impact on restaurants recently. To survive in this background, customer satisfaction has become one of the most decisive keys for any restaurant. Thus, the goal of the research was to identify the customer satisfaction of buffet service in Wingwah Palace. The main objectives were how satisfied the customers had got and recommendations for the enhancement plan.
In the theoretical part of the study, the ultimate target was to study the background knowledge of service quality, customer satisfaction, and buffet. Service quality contributed to the great level of customer satisfaction once its four characteristics were acquired. The importance of customer satisfaction was also studied. In addition, buffet service related to case company as well as its advantages and disadvantages had been discussed thoroughly.
Regarding the empirical part, both qualitative and quantitative research methods had been implemented by a questionnaire with the customers and a personal interview with the restaurant’s owner at Wingwah Palace. The survey provided a better understanding of customers’ perspectives while the interview gave a clear picture from the restaurant’s side. Both were conducted in February 2021 and the thesis was written between March 2021 and April 2021.
The results revealed that a great majority of customer satisfaction related to the offered products and reasons for the tiny amount of dissatisfaction related to the staff and atmosphere in the restaurant. As a result, some recommendations were formulated for the buffet service enhancement in the future.
In the theoretical part of the study, the ultimate target was to study the background knowledge of service quality, customer satisfaction, and buffet. Service quality contributed to the great level of customer satisfaction once its four characteristics were acquired. The importance of customer satisfaction was also studied. In addition, buffet service related to case company as well as its advantages and disadvantages had been discussed thoroughly.
Regarding the empirical part, both qualitative and quantitative research methods had been implemented by a questionnaire with the customers and a personal interview with the restaurant’s owner at Wingwah Palace. The survey provided a better understanding of customers’ perspectives while the interview gave a clear picture from the restaurant’s side. Both were conducted in February 2021 and the thesis was written between March 2021 and April 2021.
The results revealed that a great majority of customer satisfaction related to the offered products and reasons for the tiny amount of dissatisfaction related to the staff and atmosphere in the restaurant. As a result, some recommendations were formulated for the buffet service enhancement in the future.