Service Quality and Customer Satisfaction: A Case Study on Nepalese Restaurants in Finland.

Abstract

In the modern world, customer satisfaction enormously depends on an intangible resource known as service quality. However, there is limited knowledge about the phenomenon. Therefore, this research aims to investigate the role of service quality on customer satisfaction in Nepalese restaurants in Finland. It applied a qualitative research strategy using an inductive approach and a constructivist paradigm. Consequently, one manager and ten customers were interviewed using open-ended questionnaires via Microsoft Forms and face-to-face interviews. A thematic analysis was also conducted to understand the thought pattern of customers.

The research results indicate that customer satisfaction is the balance between payment and the value received. The determinants of customer satisfaction include food quality, high-quality service, personalized attention, and genuine cultural attributes. Generally, food quality is the primary factor since customers seek fresh components, traditional presentation, and authentic flavors. However, high-quality service indicates staff responses, personalized interaction, and clear communication. Cultural dining points to the traditional decorations, Nepalese music, and a clean atmosphere. Also, online reviews related to service quality are contemporary tools for customer satisfaction. The research suggests that the SERVQUAL model should incorporate staff training when applied in the service industry.

The study suggests that Nepalese restaurant managers and owners must train their staff, maintain steady service quality, and treat customers with respect and cultural understanding to ensure sustainable business in Finland. Finally, all staff members should understand customers' basic demands, balancing the restaurant's generated value with their dining cost.