Customer Satisfaction and Service Quality at Fafa's Restaurant

Bachelor thesis English OPEN
Tcvetkova, Daria (2017)
  • Publisher: Hämeen ammattikorkeakoulu

The commissioning company of this thesis is Fafa’s restaurant, which opened in Tampere in 2016. Fafa’s restaurant is a chain of fast-food concept restaurants located in several cities in Finland. The purpose of the research is to analyse customer satisfaction and service quality at the commissioning company and find positive solutions for its improvement. The theoretical framework of the study includes different theories on customer satisfaction and quality of the service, models and dimensions of customer satisfaction and service quality, tools for measuring customer satisfaction and service quality and importance of those measurements. The information has been derived from online and printed versions of journal articles and different marketing books. The main method for collecting the information is quantitative research, which was carried out by a customer satisfaction and service quality survey. The results of the survey were analysed and all answers of the study were taken into consideration. The main recommendations for improving customer satisfaction and quality of the service at Fafa`s restaurant include the idea of expanding the space in the restaurant and opening the second location in the future, being more active on social media channels to maintain customer’s awareness as well as being more conscious about serving different types of food.
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