How ethnic restaurants’ product and service quality effects customer satisfaction : A study on Indian sub-continental restaurants in Lappeenranta

Abstract

The purpose of this thesis report was to carry out a research on how ethnic restaurants’ product and service quality effects customer satisfaction while it comes to restaurants specialised on Indian sub continental cuisine. This research is focused on the customer satisfaction which is regarded as the backbone of any product and service. This is a positive attitude from the customers to the manufacturer. It is a very important factor which drives the wheels of a company’s or business’ profitability. Satisfied customer is an important asset for the company as it confirms customer loyalty which brings success to the company.

The data to support the theoretical background of the report was collected from different books containing information about customer satisfaction, customer loyalty, customer dissatisfaction and consumer behaviour and from numerous relia-ble internet sources.

The result of the study demonstrates the customer feedback and reviews which are shown in graphs and result states that the level of satisfied customers is higher than the unsatisfied ones. Recommendations are given at the end for the improvement of the business. These recommendations are given for both existing restaurants and for those international entrepreneurs who intend to establish an Indian cuisine restaurant in Lappeenranta.