The evaluation of the customer satisfaction level in the Lalo restaurant and discovering ways of its future improvement
Zaitceva, Elizaveta (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020121327868
https://urn.fi/URN:NBN:fi:amk-2020121327868
Tiivistelmä
The thesis is based on researching customer satisfaction in the Lalo restaurant during the à la carte service. The main purpose of writing a thesis is to identify customer satisfaction in the restaurant sector and create possible future improvements.
The research method chosen by the author is quantitative. To conduct the research, the author chose two types of surveys: online and in paper form. Both survey forms were conducted in two languages: English and Finnish. The online survey was conducted using the Google Doc platform. It helped to collect 38 responses. The paper survey was conducted right in the restaurant during the à la carte service. It helped to collect 48 responses. Overall, the author collected 86 responses for the entire study.
The research results illustrated that the majority of respondents are delighted with their visit to a case company. However, the restaurant's weaknesses were also identified, for which the author defined the main recommendations for their future implementation. Based on the study results, the author distinguished the restaurant's three most critical issues: musical accompaniment, the professionalism of the staff, and the variety of the menu
The research method chosen by the author is quantitative. To conduct the research, the author chose two types of surveys: online and in paper form. Both survey forms were conducted in two languages: English and Finnish. The online survey was conducted using the Google Doc platform. It helped to collect 38 responses. The paper survey was conducted right in the restaurant during the à la carte service. It helped to collect 48 responses. Overall, the author collected 86 responses for the entire study.
The research results illustrated that the majority of respondents are delighted with their visit to a case company. However, the restaurant's weaknesses were also identified, for which the author defined the main recommendations for their future implementation. Based on the study results, the author distinguished the restaurant's three most critical issues: musical accompaniment, the professionalism of the staff, and the variety of the menu