Customer Satisfaction in an Indian Restaurant : a case study of Ravintola Malminparatiisi
Bhuiyan Mohammad Zannatun, Nayem; Dipak, Raya (2012)
Laurea-ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012060511609
https://urn.fi/URN:NBN:fi:amk-2012060511609
Tiivistelmä
Customer satisfaction can be regarded as the positive reaction of customers towards a company’s product or services. It is of key importance for the profitability of the company to ensure customer loyalty. It is often acknowledged that it more difficult to acquire new customers than to retain old customers. Customer satisfaction is a challenging objective for many organizations due to the pressure of competition and the variety of customer needs.
Ravintola Malminparatiisi was established in 2001 in Malmi, Helsinki, and specializes in Indian cuisine. It is a growing business in Helsinki which has a vision of making profit by serving the customers well. The aim of this thesis is to measure the customer satisfaction of Ravintola Malminparatiisi in terms of the number of satisfied and dissatisfied customers and possible factors accounting for them.
The thesis is divided into seven parts altogether: introduction, theoretical background, research approach, empirical study, conclusions and recommendations, theoretical linkage and summary. Both qualitative and quantitative research methods were used in the research process, and a questionnaire and interview were used in data collection. 100 questionnaires were distributed in four phases (25 questions at a time) to customers in order to obtain reliable results. A pivot table was used for analyzing the results using bar diagrams.
The survey results were analyzed using a percentage analysis method in the bar diagrams. The customer feedback is shown in the all bar diagrams clearly and according to the result, the level of satisfaction among customers is high and customers are loyal. There was little negative feedback. The theoretical study and its concept support the research conducted and the results of the research can be considered reliable.
Ravintola Malminparatiisi was established in 2001 in Malmi, Helsinki, and specializes in Indian cuisine. It is a growing business in Helsinki which has a vision of making profit by serving the customers well. The aim of this thesis is to measure the customer satisfaction of Ravintola Malminparatiisi in terms of the number of satisfied and dissatisfied customers and possible factors accounting for them.
The thesis is divided into seven parts altogether: introduction, theoretical background, research approach, empirical study, conclusions and recommendations, theoretical linkage and summary. Both qualitative and quantitative research methods were used in the research process, and a questionnaire and interview were used in data collection. 100 questionnaires were distributed in four phases (25 questions at a time) to customers in order to obtain reliable results. A pivot table was used for analyzing the results using bar diagrams.
The survey results were analyzed using a percentage analysis method in the bar diagrams. The customer feedback is shown in the all bar diagrams clearly and according to the result, the level of satisfaction among customers is high and customers are loyal. There was little negative feedback. The theoretical study and its concept support the research conducted and the results of the research can be considered reliable.