Customer Satisfaction Level in Mount Sherpa Restaurant

Bachelor thesis English OPEN
Shrestha, Sameer (2015)
  • Publisher: Savonia-ammattikorkeakoulu
  • Subject: asiakastyytyväisyys | asiakaspalvelu | laatu | ravintolat | Kuopio

Customer satisfaction is the key to every successful business in the sense of profit motive, as well as in the long run. It is the desire of every business to be able to understand their customers’ need. Many businesses, especially related with the service industry, carry out different surveys and conduct research in order to know what their customers really want. This research was carried out to measure the customer satisfaction level in Mount Sherpa restaurant. The results and findings of this study will help the restaurant in improving their service quality and carry out the developments and changes required for the restaurant in the future. The theoretical approach of the research focuses on the introduction, concept and analysis of customer satisfaction as well as the factors influencing customer satisfaction. The customer satisfaction measurement models used in the theoretical study are customer expectation disconfirmation paradigm, servqual instrument and servicescape. This study was carried out using the quantitative research method. A questionnaire based survey was carried out among the customers of Mount Sherpa. The questionnaires were designed based on the theoretical study and need of the restaurant. The survey was successfully implemented and the collected results were further analysed using webropol. The outcomes of the survey are presented in the report using column charts with percent-age. The results indicated that the majority of the customers were very satisfied with the present state of customer service as well as the food and service quality of the restaurant. However, most of the customers wished for changes in the menu, price range and new services like home delivery and relocation of the facilities. In addition, a few other improvement areas were also introduced.
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