Enhancing Customer Satisfaction

Abstract

This thesis determines customer satisfaction at More Tea Oulu, a bubble tea shop, aiming to evaluate how satisfied customers are and identify potential enhancements. The research, employing a quantitative approach, involved surveying More Tea Oulu’s customers through an online questionnaire. This method allowed for a thorough evaluation of customer perspectives. The theoretical aspect of the thesis discusses customer satisfaction dynamics in the food and beverage sector, with a focus on key elements like product quality, service quality, product diversity, and the influence of the store's atmosphere on customer experiences. These concepts form the foundation for understanding and measuring customer satisfaction in the food and beverage industry. The survey results point out that customers of More Tea Oulu are generally satisfied with the quality of products and services provided. However, they expressed a need for more diverse flavor selections and improvements to the store’s ambiance. These findings underline critical areas for improvement, suggesting that expanding the product range and refining the store environment could significantly boost customer satisfaction. This thesis offers actionable insights for More Tea Oulu to elevate its customer experience and maintain a competitive edge in the market.