Customer satisfaction survey of Haidilao (Nan Jing)

Abstract

The main objectives of this thesis project were to investigate the level of service, identify attributes that influence customer satisfaction and enhance the service quality of Haidilao. The variables included in this research were service, quality of food, environment and price as independent variables and customer satisfaction as the dependent variable.

A survey questionnaire was constructed by determining the actual need of the research purpose which consisted of demographic factors as well. The research questionnaires were typically based on the service, food, environment and price of foods of Haidilao as they were directly related to the service quality. 170 respondents were selected as a sample. The respondents were the customers and staff of Haidilao.

Based on the descriptive analysis, the service of food and the environment of Haidilao can be said to have an impact on the customer satisfaction.

The management of Haidilao can utilize these results to improve the customer satisfaction and to enhance service quality.