Importance of Customer Service in Restaurant Business
Pariyar, Suman (2014)
Pariyar, Suman
Centria ammattikorkeakoulu (Keski-Pohjanmaan ammattikorkeakoulu)
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014121119426
https://urn.fi/URN:NBN:fi:amk-2014121119426
Tiivistelmä
The purpose of this thesis was to help restaurants to recognize the potential and new customers, while maintaining better relationships with the regular ones, and to acquire loyal customers for the growth and sustainability of the business. Further, it also discusses the importance of customer service, shortcomings and possible solutions.
This thesis is based on qualitative research method and it is totally subjective to individual experiences. The main focus was to study the selected ethnic restaurants in Kokkola, along with their customers, in terms of customer service. The questionnaires were provided one to each of the representatives of the restaurants, and two of them were distributed to the respective but random customers, whoever the personnel selected. In total, seven restaurants were provided with the questionnaires but only five of them did respond. A part of this thesis is confidential as it deals with vital personal information.
According to the research results, the restaurants in Kokkola have not been able to provide optimal quality of customer service to the expected level and there has not been a real policy in treating first time customers. The communication between customers and restaurant staff members has not been to the required level. Hence, there has been a room for improvement in the areas of customer service and customer satisfaction. Also, there has been a difference in perception between the staff of the restaurants and the customers. Therefore, it is recommended that the restaurants a special way to deal with their new customers in order to increase their satisfaction level through improved service quality, maintaining relationships with them so that the new customers become their loyal customers for the sustainability and growth of their business.
This thesis is based on qualitative research method and it is totally subjective to individual experiences. The main focus was to study the selected ethnic restaurants in Kokkola, along with their customers, in terms of customer service. The questionnaires were provided one to each of the representatives of the restaurants, and two of them were distributed to the respective but random customers, whoever the personnel selected. In total, seven restaurants were provided with the questionnaires but only five of them did respond. A part of this thesis is confidential as it deals with vital personal information.
According to the research results, the restaurants in Kokkola have not been able to provide optimal quality of customer service to the expected level and there has not been a real policy in treating first time customers. The communication between customers and restaurant staff members has not been to the required level. Hence, there has been a room for improvement in the areas of customer service and customer satisfaction. Also, there has been a difference in perception between the staff of the restaurants and the customers. Therefore, it is recommended that the restaurants a special way to deal with their new customers in order to increase their satisfaction level through improved service quality, maintaining relationships with them so that the new customers become their loyal customers for the sustainability and growth of their business.