Smart organisation know that customer service is a crucial factor to success, which helps them maintain existing and gain new potential customers. Good customer service is important, because it helps the organisation to differentiate itself from competitors. Organisations benefit from offering quality customer service to their clients with an increase and profit. Bad customer service chases potential customers to competitors and this cause a bad image to the organisation in the public’s eye. Bad customer service can lead to tarnish the company brand.
Customer satisfaction must not be described as a goal in its place, it should be considered as a means for improving the company's performance (Martensen et al., 2000). During the 1990s, there was a popular realization that satisfaction ratings have been in actual fact a means for attaining strategic purposes, such as customer retention which is considered to affect companies' profits directly (Reichheld,
In marketing, fast food restaurants are having successful brand advertisements like: a place where kids could have fun and where friends and family could gather together happily. Due to these positive images, consumers are attracted to these fast food restaurants even though their food is not that different. As we all know there would be some who are not affected by these branding and advertisements these types of people could be influenced by their family and friends influenced them, they also go eat at fast food industries. Due to this factor, large fast food companies will keep growing more big and successful while small food and beverage operated companies will remain same have limited room for their growth.’ (Amandang, 2010) Moreover, another biggest argumentation for the popularity of fast food restaurants are the efforts of the fast food restaurants in order to improve their products and services due their popularity. As some businesses are franchise businesses they would try their level best in order to keep the name of the business famous.
If a customer is not satisfied, he or she will be doing business with you. Achieving quality and providing excellent service would be important if your moral objective is to satisfy the customers. According to Richard (1993), customer satisfaction is the customer’s perception that his or her expectation have been met or surpassed. You buy something and you expect it to work properly. If it does, you are satisfied.
Therefore, the value for money products or the services would obviously satisfy the customers. Five dimensions are there according to Howat, Crilley& McGrath (2009), such as, quality, price, behavioural price, emotional response and reputation. Therefore, customer satisfaction is the ultimate criterion to decide whether the services meet the perceived quality standard or not (Hafeez& Muhammad, 2012). Theresearcher has thus observed that customer value and customer loyalty are the two important factors of customer perceived
There are numerous reasons for the popularity of fast food restaurants. Amongst the all two are the most important factors. Firstly is its convenient, low pricing and value deals make it affordable and popular. Secondly it is easily available without ant wait time. Fast food branches are very widespread and is available almost everywhere.
A satisfied customer tends to be loyal customer. Organizations should learn how to manage the relationship between them and their customers. Customer relationship management is very important because it helps in retaining the existing customers. 5.3 RECOMMENDATIONS Every organization whether large or small, needs to employ customer relations in their business activities. After the study I came up with the following recommendations and they goes thus: 1.
1.1 Research Problem: Service quality and customer loyalty are the main key function for an organization. It is important to focus on quality of service provided by the organizations, which cannot be overlooked by the organization. Service quality is not only alone is essential as it leads to the purchase of products and that quality of the product makes the customer satisfy. Before the service quality it comes the perceived service quality, which a customer perceived from the organization's name, its employees. Perceived Service Quality is perceptive about the services in the mind of the customer that they can judge .
So as the year passes, the food industry also discover new ways to surprise and entertain the taste buds of the people. In the present time, food is becoming a reason for travel either locally or internationally. And what interests people more is how the product is presented to them. Such trends that are present are restaurants having promotions such as eating as a group to taste a variety of food plates good for sharing for a less cost. This encourages the people to try every plate on the menu which will be a good potential for a restaurant to be discovered for the services it offers.
Customer satisfaction will be the key element of a business strategy. Hotels who offer amazing customer experiences create environments where satisfaction is high and will get more customers. A good customer satisfaction will reduce the negative word-of-mouth. It will happen because customers are unhappy with the services. The hotel will loss of support from the customers.