Customer Satisfaction at Highway Restaurant : Case study of Gulmeli Restaurant
Pandey, Aarati (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121938609
https://urn.fi/URN:NBN:fi:amk-2025121938609
Tiivistelmä
This thesis examines the customer satisfaction level at the Gulmeli restaurant. It is located on the Mahendra highway in Nawalpur district of Nepal. The objective of this research is to discover the factors encouraging customer satisfaction and to propose improvements.
A quantitative research method was applied in this research, and data were collected from a structured questionnaire that 103 customers filled out. The online survey has been done with Google Form, sharing links with the customers through WhatsApp and Messenger. The survey was done using the SERVQUAL model, including the questions of all five dimensions of tangibility, reliability, responsiveness, assurance, and empathy. The data collected was analyzed using descriptive statistics through Microsoft Excel.
The study demonstrated that customers are satisfied, and the main reason for their satisfaction is the restaurant’s physical infrastructure, with food quality and the staff's good conduct. The tangibility dimension was rated as important, while among the other dimensions, menu variety and service efficiency were remarked as improvement. The study has recommended more attention to staff training, service quality evaluation, and effective customer feedback, including a regular customer satisfaction survey. The study shows that the Gulmeli restaurant’s customers are satisfied with the services with which they are provided.
A quantitative research method was applied in this research, and data were collected from a structured questionnaire that 103 customers filled out. The online survey has been done with Google Form, sharing links with the customers through WhatsApp and Messenger. The survey was done using the SERVQUAL model, including the questions of all five dimensions of tangibility, reliability, responsiveness, assurance, and empathy. The data collected was analyzed using descriptive statistics through Microsoft Excel.
The study demonstrated that customers are satisfied, and the main reason for their satisfaction is the restaurant’s physical infrastructure, with food quality and the staff's good conduct. The tangibility dimension was rated as important, while among the other dimensions, menu variety and service efficiency were remarked as improvement. The study has recommended more attention to staff training, service quality evaluation, and effective customer feedback, including a regular customer satisfaction survey. The study shows that the Gulmeli restaurant’s customers are satisfied with the services with which they are provided.