Factors affecting customer satisfaction: a case study at Biáng! : a Chinese restaurant in Helsinki
Nguyen, Phuong; Nguyen, Thinh (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023122038778
https://urn.fi/URN:NBN:fi:amk-2023122038778
Tiivistelmä
This paper examines the role of customer satisfaction in restaurant settings with a specific application to the case study: Biáng! restaurant. The objectives were set to generate significant factors affecting the satisfaction of customers in general and in the case study restaurant. The research also mentioned the work of customer service, customer quality and customer loyalty via literature review, which are in close proximity to the main topic.
Qualitative and quantitative research were selectively utilized within the study, including both primary and secondary data that helped to make the research more comprehensive and credible. A survey was designed to collect different perspectives on customer experience at Biáng! restaurant, and an interview was conducted to gain a point of view from business owners.
Our analysis finally showed several problems that both influence and contribute to customer satisfaction. Solutions and recommendations were offered to the case-study restaurant by measuring the quality of its service and products.
Qualitative and quantitative research were selectively utilized within the study, including both primary and secondary data that helped to make the research more comprehensive and credible. A survey was designed to collect different perspectives on customer experience at Biáng! restaurant, and an interview was conducted to gain a point of view from business owners.
Our analysis finally showed several problems that both influence and contribute to customer satisfaction. Solutions and recommendations were offered to the case-study restaurant by measuring the quality of its service and products.