Customer satisfaction at Huudi Restaurant

Abstract

The aim of this thesis was to identify both strength and development needs and to provide practical recommendations for improvement. Focusing on how well the company meets customer expectations regarding food quality, service, atmosphere and price value relationship. The purpose was to examine customer satisfaction at Huudi Restaurant. The commissioner, Huudi is a buffet lunch restaurant serving residents and employees working near the location with fresh, tasty and affordable meals and are actively trying to minimize food waste.

The theoretical framework is based on SERVQUAL model which includes five key dimensions: tangibility, reliability, responsiveness, assurance and empathy. In addition, concepts of customer satisfaction and loyalty were applied to understand how customer’s perceptions influence their repeat behavior and trust in brand. A quantitative research method was used with data collection through an online survey of 98 responses. The survey used five point Likert scale and one open mind question for comment. The survey lasted for 6 days started from 7.11-12.11.2025.

The findings suggest that Huudi could introduce a simple loyalty card program, targeted discounts for groupd like students, a ” Happy Hour Lunch” discount and short seasonal promotions. At the same time, Huudi must ensure consistent food quality and strengthen customer engagement through active communication and promotional updates. By monitoring key performance indicators and regular reviewing discount effectivness the restaurant can maintain its high customer satisfaction level and continiously improve the customer experience.

Keywords: SERVQUAL, Customer Loyalty, Customer Satisfaction, Service Quality