Customer Service Analysis of Juku Sushi Chain Restaurants

Abstract

The study was aimed at evaluating customer service quality, customer satisfaction, and loyalty at Juku Sushi chain restaurants. The research presents how the service quality at Juku Sushi has been assessed using the SERVQUAL framework and how the inner managerial practices were supporting the experiences of customers.

It used a mixed-method approach where quantitative data were collected from a customer survey of 70 customers, and qualitative insights were obtained from an interview with a semi-structured manager.

The findings indicated that in all the dimensions of service quality, customer perceptions were very positive, with some of the attributes, such as assurance, responsiveness, and reliability, receiving very high scores. High levels of satisfaction and loyalty were particularly experienced, underlined by proper training and hygiene regimes, communication systems, and service recovery practices. Improvements should be made in peak-hour waiting time, occasional inconsistencies of staff empathy, and operational constraints.

Finally, the results of the study further show that Juku Sushi was doing fine, but certain areas must be improved to enhance customer satisfaction and loyalty at such a level by means of improving staff, workflow, and interpersonal service.