Thesis on customer satisfaction in restaurants

Thesis on customer satisfaction in restaurants

Customer satisfaction is the manifestation of whether customers will come back again to patronize the restaurant. Customer satisfaction shall then be a strong performance indicator which will eventually can be translated to profit by the restaurant owners Customer Perceptions of Restaurant Cleanliness: A Cross Cultural Study By Seung Ah Yoo Thesis submitted to the faculty of the Virginia Polytechnic Institute and State University in partial fulfillment of the requirement for the degree of Master of Science In Hospitality and Tourism Management Suzanne K. Murrmann, Chair BeomCheol (Peter) KimFile Size: 1MB The values of Beta quality that is contributing maximum towards (Standardized coefficient) shows that service customer satisfaction in full service restaurant quality has much positive impact on customer industry. satisfaction with (B: ), Physical design has 2nd largest importance as (B; 0. ) and From managerial perspective it is important to Product quality or reliability has weak develop training Estimated Reading Time: 16 mins

Customer Satisfaction in Restaurants Research Paper - Words

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Catleya Pomperada. Full Name Comment goes here. Are you sure you want to Yes No. Stella Joyce Patane. Catrina Muñiz. Show More. No Downloads. Views Total views. Actions Shares. No notes for slide. Chapter 1 thesis Customer Satisfaction 1. Customers should be managed as assets, and that thesis on customer satisfaction in restaurants vary in their needs, preferences, and buying behavior. Iloilo city is located in the southern part of the Visayas.

It is a fact that the city is improving and is considered one of the most developed cities in the Philippines. Aside from increased number of prominent families residing in the city, there is a rise in big schools and universities, department stores, malls, prestigious banks and other financial institutions and recreational places.

The city has also an increase number of restaurants and fast-food centers. The restaurant industry has become one of the most profitable industries in the world. International and local restaurant chains are satisfying the demand of customers in variety of range of products and services. The restaurant business is an indispensable part of our society. Restaurants are used for business meetings, celebrations, entertainments and as places in which to relax. Competition then is a big problem in an entrepreneur.

How could one outsell the others? A challenge job because each one of them must think of something that could beat their competitors. That is why this study aims to know the 2. San Rafael Diversion Road, Iloilo City.

Samurai Talabahan,is a seafood restaurant that serves tasty and affordable dishes. Most Iloilo City tourists would tell you that to satisfy your seafood cravings at popular seafood restaurants such as Breakthrough and Tatoy'sManokan.

Unknown to most tourists is Samurai Talabahan. Statement of the problem This study aimed to determine the level of customer satisfaction of Samurai Talabahan for the year Specifically, the study sought to answer the following questions: 1, thesis on customer satisfaction in restaurants.

What is the profile of the respondents? What is the level of customer satisfaction towards Thesis on customer satisfaction in restaurants Talabahan in terms of product, service, price and place when respondents are taken as a whole and when classified according to age, sex, place of residence, educational attainment and monthly income?

Are there any significant differences in the Level of Customer Satisfaction of Samurai Talabahan in Brgy. San Rafael Diversion Road Iloilo City in terms of product, service, price and place when respondents are classified according to their age, sex, place of residence, educational attainment and monthly income?

Early satisfaction research defined satisfaction as a post-choice evaluative judgment concerning a specific purchase decision and satisfaction as an outcome of disconfirmation Parasuraman et al, ; The expectation disconfirmation theory suggested that satisfaction is determined by the intensity and positive or negative direction of the gap between expectations and perceived performance.

Customers compare their perceptions of performance with their expectations and reference point when evaluating service quality Zeithaml and Bitner Parasuraman et al. Expectations serve as standards with which subsequent experiences are compared; it is result of previous experience about service also. Customers perception is one another element which applying significant role in the determination of customers satisfaction.

Satisfaction will influence by perception of service quality, price, thesis on customer satisfaction in restaurants, and other personal expectations regards to service. It is a judgment 4. Moreover, disconfirmation of expectations may have an asymmetrical effect, such that negative disconfirmation is more impactful than positive disconfirmation.

A customer satisfaction is strongly linked to impressions of performance, satisfaction and switching barriers are assumed to be the most important antecedents of repurchase behavior, thesis on customer satisfaction in restaurants, or the intension to repurchase a good or service Sharma, Smith and Houston mentioned that satisfaction with services is related to confirmation or disconfirmation of expectations and satisfaction is related to the size and direction of the disconfirmation experience where disconfirmation is related to the person's initial expectation.

However, the satisfaction of consumers depends not only on how the service provider performs, but also on how the consumer performs. By contributing information and physical and mental effort, consumers contribute directly to their own satisfaction Bateson, Customer satisfaction measurement allows an organization to understand the key drivers that create satisfaction or dissatisfaction; and what is really driving their satisfaction during a service experience.

Customer satisfaction 5. It is also a feeling or attitude of a customer towards a product or service after it has been used. According to Oliver satisfaction appears to mediate changes between pre-exposure and post-exposure attitudinal components.

When customers pay money to buy a service he has some minimum expectations from the transaction. These expectations from the purchase have to be met substantially, if not entirely for the customer to thesis on customer satisfaction in restaurants a loyal customer of the service Aneja These expectations are fulfilled of a promises- quality, fair price, availability, after sale services, complaints handling process, thesis on customer satisfaction in restaurants, information, and variety etc.

Better quality for the same cost is the motto of the customers. Sometimes they thesis on customer satisfaction in restaurants prepared to overlook inconveniences also to avail better services at a low cost. Various empirical researches show that there is significant and positive relationship in service quality and customer satisfaction.

Berry mentioned that there are ten 'Quality Values' which influence satisfaction behavior i. Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviour, Commitment to the Customer and Innovation.

RueangthanakietPairot, defined Customers satisfaction as the company's ability to fulfill the business, emotional, thesis on customer satisfaction in restaurants, and psychological needs of its customers.

However, customers have different levels of satisfaction as they have different attitudes and thesis on customer satisfaction in restaurants as perceived from the company.

In providing service to consumers, there are 6. To help visualize the theoretical framework adopted in this study, the schematic diagram is provided below. Figure 1 Paradigm of the Study Independent Variable Dependent Variable Hypothesis In this study the following hypothesis is formulated: There is a significant difference in the customer satisfaction of Samurai Talabahan in terms of Service when respondents are grouped as to Income.

There is a significant difference in the customer satisfaction of Samurai Talabahan in terms of Place when respondents are grouped as to Age. There is a significant difference in the customer satisfaction of Samurai Talabahan in terms of Place when respondents are grouped as to Educational attainment. There is a significant difference in the customer satisfaction of Level of Customer Satisfaction in terms of: Product Service Place Price Customer of Samurai Talabahan Age Sex Monthly Family Income Place of residence Educational attainment 7.

Significance of the study This study is conducted to provide information regarding the Customer Satisfaction of Samurai Talabahan in Brgy. This research would be beneficial to the persons which were involved in this study. They were the following: The Management.

This would help them formulate new ideas that could serve as basis in developing their marketing strategies to attract more customers. The Customers. Being the respondents of this study, the exercise of responding to the questionnaire will help the Samurai Talabahan provide a quality service, product, place and price by getting feedbacks or their opinions about what they expect to receive or thesis on customer satisfaction in restaurants from the restaurant.

The Researchers. Findings of this study will help the researchers evaluate the operations and business environment as to what aspects that the management will take corrective action, thesis on customer satisfaction in restaurants. The Future Researchers.

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Customer Satisfaction in Restaurants Free Essay Sample

Customer satisfaction is the manifestation of whether customers will come back again to patronize the restaurant. Customer satisfaction shall then be a strong performance indicator which will eventually can be translated to profit by the restaurant owners research attempts to know what kind of customers are coming to the Nepalese restaurants and their satisfaction with the food and services offered by the restaurants. It is an observation that there are many foreigners beside Nepalese people in the restaurants as customer to taste the Nepalese blogger.com Size: 1MB Mar 12,  · Chapter 1 thesis Customer Satisfaction. 1. 1 Chapter I INTRODUCTION Background of the study Customer satisfaction plays a pivotal role in success of every business organization whether it is meant for a product or a service. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior