Customer Satisfaction Analysis
Dr. Qureshi Ijaz A. et.al (n.d), in the research paper, “Impact of Service and Ambiance on Customer Satisfaction and Loyalty in Restaurant Industry: An Empirical Study of Pakistan”, has given first priority to the ambience of the restaurant. From the 165 sample collected, 160 questionnaires were used for the analysis. Questionnaires were distributed to the customers of Pakistani restaurants who would come to dine. Convenience sample method was used for collecting data and the later analysis was done using the tool SPSS. During their analysis, researchers found that more than the taste and cost of the food, customers decision to dine depended on the ambience and service quality of the restaurant. Taste was given second preference by most of …show more content…
The researcher has used ANOVA (Univariate), Descriptive Statistics, correlation and regression, KMO and Bartlett Test and Factor Analysis in order to analyse which one of the fast food companies is doing better in terms of service quality and level of customer satisfaction. The study also highlights the significant effect of location and ergonomics of the restaurant outlet on customer satisfaction. Restaurants should focus their efforts on improving the behaviour of staff towards customers by providing individualized training programmes and effective appraisal policies for the employees. The study found that KFC has better service quality and overall customer satisfaction as compared to …show more content…
The researchers have used multiple regression methods to test the relationships between these factors. The study revealed that the relationship between service quality and drama metaphor, and between service quality and customer satisfaction is positive respectively. The researchers have proposed that restaurants and food chains can utilize the Drama Model efficiently and effectively in their service procedures. Restaurant service providers can learn how to provide services to the customers by using the drama model. The presentation of services to the customers adds quality to the service procedures. The researchers also suggested that by creating strong relationship with consumers, managers can produce a strong customer orientation to prevent dissatisfaction in consumers and become more responsive as compared to their
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