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Asiakaskokemuksen mittaaminen ja kehittäminen : Case GLO Grill Kitchen
(2020)
Opinnäytetyön toimeksiantona oli mitata asiakaskokemusta GLO Hotel Sellon ravintola GLO Grill Kitchenin palveluissa, ja ehdottaa kuinka asiakaskokemusta voitaisiin parantaa. Tavoitteena opinnäytetyössä oli mitata toimeksiantajan asiakaskokemuksen...
The purpose of this thesis was to examine the customer experience of GLO Hotel Sello’s restaurant GLO Grill Kitchen. The objective was to measure the state of customer experience in the restaurant’s services and based on the results make suggestions for improving the customer experience. The thesis was commissioned by restaurant GLO Grill Kitchen. As a result, the restaurant received direct feedback from the customers about the effective parts of the services as well as what needs improving. The theoretical framework covers the dimensions of customer experience. The dimensions considered are brand, expectations, and customer satisfaction. In addition to these, customer experience in the restaurant service industry was explored through encounters, service quality and personnel experience. The questionnaire is qualitative in terms of the research methods used with the support of quantitative research, and analysing the contents was supported by theory of qualitative analysis. The services studied were breakfast, lunch and dinner, and a customer experience questionnaire was carried out. The measurement of the customer experience happened over two weeks, the focus group was the restaurant’s customer base. The customer experience questionnaire contained questions about meeting expectations and satisfaction with the service. The Net Promoter Score and Customer Expectation Score methods were used in the questionnaire. In addition, structured questions and open questions were used. The open questions specified what surprised the customers positively and what they thought could be improved. The results of these questions were used as the base for the suggestions for improving the services. The results indicate that the state of customer experience in the restaurant is good in all services. Each service scored between 41 to 59 on the Net Promoter Score scale. These are considered great results. For improving the customer experience the main results give that at breakfast a better selection of healthy and vegetarian products should be provided. At lunch the main results give that a versatile selection of products and reacting to the customers’ wishes regarding it needs to be seen to. At dinner the results give that making the service easier to use for the customer is to be paid attention to. The outcome was introducing suggestions for each service to further improve the customer experience. For each service three suggestions were designed to answer the customer feedback. As a follow-up to the project the suggestions were proposed to GLO Grill Kitchen....
The purpose of this thesis was to examine the customer experience of GLO Hotel Sello’s restaurant GLO Grill Kitchen. The objective was to measure the state of customer experience in the restaurant’s services and based on the results make suggestions for improving the customer experience. The thesis was commissioned by restaurant GLO Grill Kitchen. As a result, the restaurant received direct feedback from the customers about the effective parts of the services as well as what needs improving. The theoretical framework covers the dimensions of customer experience. The dimensions considered are brand, expectations, and customer satisfaction. In addition to these, customer experience in the restaurant service industry was explored through encounters, service quality and personnel experience. The questionnaire is qualitative in terms of the research methods used with the support of quantitative research, and analysing the contents was supported by theory of qualitative analysis. The services studied were breakfast, lunch and dinner, and a customer experience questionnaire was carried out. The measurement of the customer experience happened over two weeks, the focus group was the restaurant’s customer base. The customer experience questionnaire contained questions about meeting expectations and satisfaction with the service. The Net Promoter Score and Customer Expectation Score methods were used in the questionnaire. In addition, structured questions and open questions were used. The open questions specified what surprised the customers positively and what they thought could be improved. The results of these questions were used as the base for the suggestions for improving the services. The results indicate that the state of customer experience in the restaurant is good in all services. Each service scored between 41 to 59 on the Net Promoter Score scale. These are considered great results. For improving the customer experience the main results give that at breakfast a better selection of healthy and vegetarian products should be provided. At lunch the main results give that a versatile selection of products and reacting to the customers’ wishes regarding it needs to be seen to. At dinner the results give that making the service easier to use for the customer is to be paid attention to. The outcome was introducing suggestions for each service to further improve the customer experience. For each service three suggestions were designed to answer the customer feedback. As a follow-up to the project the suggestions were proposed to GLO Grill Kitchen....
