Service Quality and Customer Satisfaction in the Restaurant Business : Case Study - Sagarmatha Nepalese Restaurant in Vantaa
Ghimire, Abadh Jibi (2012)
Ghimire, Abadh Jibi
Keski-Pohjanmaan ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012060611951
https://urn.fi/URN:NBN:fi:amk-2012060611951
Tiivistelmä
This thesis was done in Vantaa, in the Nepalese restaurant Sagarmatha located in Helsinki. The working life instructor of the thesis was Purna Chandra Adhikari, the manager of the Restaurant Sagarmatha. The aim of the thesis was to give quality service and make the customer satisfied. In the food industry there are fewer opportunities for building up competitive benefits unless knowledge applying to the business environment is analyzed. Meantime, there is price pressure caused by the absence of opportunities for product differentiation, product identification and product acquaintance, particularly in Finland. At the moment, there are more than six hundred ethnic restaurants in Helsinki only, and Vantaa, as a gateway to Finland, has more than fifty ethnic restaurants.
The customers for these ethnic based restaurants are mainly office workers, travelers, tourists, free movers and business. People depending on the taste and service, customers select to visit these restaurants. Service Quality and Customer satisfaction can be seen as main themes in the organization. This service quality and customer satisfaction are in a mutual relationship. This is a modern age and the customers have different desires and needs. So, to offer the quality services and make them satisfied are the main responsibilities of the organization. If the customers are satisfied with the services and goods offered by the organization, then it also the benefits the organization. The research method used in this thesis was quantitative with a questionnaire survey and qualitative with a structured interview.
Only one survey was made related to quality service and customer satisfaction. In specific, the research method used was user/visitor survey. The survey was carried out during November and December 2011. Similarly the Structured interview was taken during November and December 2011. In total, 30 service quality and customer satisfaction service questionnaires were collected. The questionnaire was available in English. Most of the respondents were female above 26.
The customers for these ethnic based restaurants are mainly office workers, travelers, tourists, free movers and business. People depending on the taste and service, customers select to visit these restaurants. Service Quality and Customer satisfaction can be seen as main themes in the organization. This service quality and customer satisfaction are in a mutual relationship. This is a modern age and the customers have different desires and needs. So, to offer the quality services and make them satisfied are the main responsibilities of the organization. If the customers are satisfied with the services and goods offered by the organization, then it also the benefits the organization. The research method used in this thesis was quantitative with a questionnaire survey and qualitative with a structured interview.
Only one survey was made related to quality service and customer satisfaction. In specific, the research method used was user/visitor survey. The survey was carried out during November and December 2011. Similarly the Structured interview was taken during November and December 2011. In total, 30 service quality and customer satisfaction service questionnaires were collected. The questionnaire was available in English. Most of the respondents were female above 26.