The Influence of Communication Skills on Customer Satisfaction: A Case Study
Al-Kawa, Ahmed (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024060420704
https://urn.fi/URN:NBN:fi:amk-2024060420704
Tiivistelmä
As the world becomes more interconnected, addressing language barriers in the foodservice industry has become increasingly important. This study aims to assess the impact of language barriers on communication satisfaction, staff language proficiency, and overall service quality at 2Eat restaurant. With an increasingly diverse customer base, it is essential for restaurants to adapt their communication strategies to ensure a satisfying dining experience for all patrons.
This master’s thesis is centered on a real-life business need, addressing the research question: "How do language barriers impact customer satisfaction and communication experience at 2Eat restaurant?" The study's primary goal was to analyze the communication experiences of customers with different language preferences and identify potential areas for improvement.
The research involved conducting a survey of 2Eat customers, spanning various age groups and mother languages, to gain insights into their perceptions of service quality and staff communication skills. The data was analyzed using data analysis tool such as Power BI, focusing on factors such as satisfaction with communication, language proficiency, and the overall impact of language barriers on the dining experience.
The findings revealed that the majority of customers were satisfied with the communication at 2Eat. How-ever, customers who spoke Russian, Somali, and French reported difficulties in communication, suggesting potential areas for improvement. The study emphasized the importance of addressing language barriers in the restaurant industry to provide an inclusive and enjoyable experience for all customers, regardless of their language preferences.
This study contributes to the ongoing efforts of enhancing customer engagement and satisfaction through effective communication strategies. While the model has proven to be functional and useful, it needs continuous adjustments to cater to the evolving needs of the restaurant's diverse clientele. This model is designed to enhance the effectiveness of communication strategies within the restaurant. It is comprised of several key components including language proficiency development, cultural sensitivity training, and customer feedback systems.
This master’s thesis is centered on a real-life business need, addressing the research question: "How do language barriers impact customer satisfaction and communication experience at 2Eat restaurant?" The study's primary goal was to analyze the communication experiences of customers with different language preferences and identify potential areas for improvement.
The research involved conducting a survey of 2Eat customers, spanning various age groups and mother languages, to gain insights into their perceptions of service quality and staff communication skills. The data was analyzed using data analysis tool such as Power BI, focusing on factors such as satisfaction with communication, language proficiency, and the overall impact of language barriers on the dining experience.
The findings revealed that the majority of customers were satisfied with the communication at 2Eat. How-ever, customers who spoke Russian, Somali, and French reported difficulties in communication, suggesting potential areas for improvement. The study emphasized the importance of addressing language barriers in the restaurant industry to provide an inclusive and enjoyable experience for all customers, regardless of their language preferences.
This study contributes to the ongoing efforts of enhancing customer engagement and satisfaction through effective communication strategies. While the model has proven to be functional and useful, it needs continuous adjustments to cater to the evolving needs of the restaurant's diverse clientele. This model is designed to enhance the effectiveness of communication strategies within the restaurant. It is comprised of several key components including language proficiency development, cultural sensitivity training, and customer feedback systems.