Customer satisfaction toward the services in Two Tigers restaurant, Helsinki-Vantaa Airport
Le Ngoc, Sang; Tran Thi Thu, Huong (2017)
Haaga-Helia ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017052510274
https://urn.fi/URN:NBN:fi:amk-2017052510274
Tiivistelmä
The purpose of this thesis is to evaluate the service quality that are being provided by restaurant Two Tigers located in Vantaa-Helsinki Airport, which directly influence the customer satisfaction. Also the thesis aims to discover the insights to improve customer satisfaction from the restaurant’s employees. Both of the findings are materials to build a customer journey map which is believed to improve customer experience towards the services and helps employees to understand the points of sale better.
The research approaches have been used are both quantitative and qualitative. 2 different sets of questionnaire were made for each research method, following the five service quality dimensions of SERVQUAL model. The quantitative questionnaire was handed to customers during the second week of May, 2017 and in total 83 valid answers were collected. The qualitative interviews with employees were conducted face-to-face in the premise. The analyzing process was processed using Excel. All figures using in the report were made by Excel and Word.
Results indicate that in a special environment like airport where it is only for flight passengers, focusing on the perceived quality of customers is more important for the restaurant than on the expected quality. With the increasing numbers of Asian travelers globally, it is essential to have helpful language guidance in order to achieve the service excellence. Thus, the discussion represents different aspects of employee contribution in the work place to reach great customer satisfaction level.
The research approaches have been used are both quantitative and qualitative. 2 different sets of questionnaire were made for each research method, following the five service quality dimensions of SERVQUAL model. The quantitative questionnaire was handed to customers during the second week of May, 2017 and in total 83 valid answers were collected. The qualitative interviews with employees were conducted face-to-face in the premise. The analyzing process was processed using Excel. All figures using in the report were made by Excel and Word.
Results indicate that in a special environment like airport where it is only for flight passengers, focusing on the perceived quality of customers is more important for the restaurant than on the expected quality. With the increasing numbers of Asian travelers globally, it is essential to have helpful language guidance in order to achieve the service excellence. Thus, the discussion represents different aspects of employee contribution in the work place to reach great customer satisfaction level.