Elaboration of an external customer feedback system in a restaurant
Priuttc, Evgenii (2017)
Priuttc, Evgenii
Saimaan ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017120820293
https://urn.fi/URN:NBN:fi:amk-2017120820293
Tiivistelmä
Customer satisfaction is one of the most important factors in success of any business, as customers are the main source of profit generation. Satisfied or even delighted customers are more likely to become loyal to the company ensuring long-lasting profitable relationships. The main purpose of the thesis was to investigate the concept of customer satisfaction and identify the current level of satisfaction among external customers of restaurant Classic Pizza Saimaa. Thus, study was aimed to expand the feedback system of the restaurant, and was intended to find reasons for any customer dissatisfaction.
The information needed for the theoretical part of the thesis was gathered from the literature, the Internet, and author’s personal expertise. The quantitative research method was utilized in empirical study. Gathered primary data was analysed and interpreted in order to draw conclusions and to elaborate suggestions and recommendations for the partnering company.
The questionnaire was distributed among targeted population, which allowed author to gather primary data for the research and consequently analyse and interpret it. The results showed that majority of customers were satisfied with the company’s services and product line. However, some respondents were not that pleased, and revealed the reasons behind it. Conducted research was meant to create a fundamental base for prospective studies in the establishment, that are related to the customer satisfaction and to the performance of the working processes within the restaurant.
The information needed for the theoretical part of the thesis was gathered from the literature, the Internet, and author’s personal expertise. The quantitative research method was utilized in empirical study. Gathered primary data was analysed and interpreted in order to draw conclusions and to elaborate suggestions and recommendations for the partnering company.
The questionnaire was distributed among targeted population, which allowed author to gather primary data for the research and consequently analyse and interpret it. The results showed that majority of customers were satisfied with the company’s services and product line. However, some respondents were not that pleased, and revealed the reasons behind it. Conducted research was meant to create a fundamental base for prospective studies in the establishment, that are related to the customer satisfaction and to the performance of the working processes within the restaurant.