Customer Satisfaction in Ravintola Factory, Salmisaari
Shahi, Devi; Gurung, Rim Bahadur (2025)
2025
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https://urn.fi/URN:NBN:fi:amk-2025121737510
https://urn.fi/URN:NBN:fi:amk-2025121737510
Tiivistelmä
The aim of the thesis was to evaluate the customer satisfaction levels in Ravintola Factory, Salmisaari, and determine the major causes of it. The purpose is to generate evidence-based insights that can support the restaurant’s efforts. The theoretical framework that integrates established models of customer satisfaction, including the Expectation-Disconfirmation Theory (EDT), the SERVQUAL service quality model, and the concepts of perceived value and customer loyalty. These theories provide the basis for identifying key dimensions of the customer experience reliability, responsiveness, assurance, empathy, tangibles, food quality, and price–value perception and for understanding how they shape overall satisfaction.
The empirical study was based on a mixed approach with an on-site digital questionnaire. The survey was conducted to study the restaurant’s customer experience. The survey examined the restaurant’s customers and the purpose was to determine essential factors to facilitate this restaurant in maintaining loyal customers and in enhancing the quality of service overall. The survey was conducted on 10 November 2025 and was performed within the lunch service between 10:30 and 14:00 and enabled 55 valid responses among customers aged 18 and above. Open-ended questions and closed questions were incorporated into the questionnaire, which allowed making a quantitative measurement and a qualitative analysis.
The study concludes with recommendations for improving the customer satisfaction through improvement in menu diversity, rotating of specials and a wider selection of dishes, installation of acoustic panels to lessen the echo or rearranging the layout of the tables to lessen congestion or introducing incomplete partitions of the areas to form more intimate and quiet areas, increase in transparency, presentation of ingredient quality, portions, or nutrition on the menus, screens or at the point of sale, and also expanding the portion size of takeaway The commissioner found the summary of the thesis to be very good, clear, and easy to understand, highlighting key points.
Keywords: customer satisfaction, customer experience, customer loyalty, restaurant industry, service quality
The empirical study was based on a mixed approach with an on-site digital questionnaire. The survey was conducted to study the restaurant’s customer experience. The survey examined the restaurant’s customers and the purpose was to determine essential factors to facilitate this restaurant in maintaining loyal customers and in enhancing the quality of service overall. The survey was conducted on 10 November 2025 and was performed within the lunch service between 10:30 and 14:00 and enabled 55 valid responses among customers aged 18 and above. Open-ended questions and closed questions were incorporated into the questionnaire, which allowed making a quantitative measurement and a qualitative analysis.
The study concludes with recommendations for improving the customer satisfaction through improvement in menu diversity, rotating of specials and a wider selection of dishes, installation of acoustic panels to lessen the echo or rearranging the layout of the tables to lessen congestion or introducing incomplete partitions of the areas to form more intimate and quiet areas, increase in transparency, presentation of ingredient quality, portions, or nutrition on the menus, screens or at the point of sale, and also expanding the portion size of takeaway The commissioner found the summary of the thesis to be very good, clear, and easy to understand, highlighting key points.
Keywords: customer satisfaction, customer experience, customer loyalty, restaurant industry, service quality