Customer satisfaction in restaurant service : Naan-n-Curry, a Bangladeshi restaurant in Jakobstad

Abstract

Customer satisfaction is an essential factor for any business organization in terms of deriving revenue, sales, growth and overall performance. Customer satisfaction ensures a strong spot for business companies with an increased competitive advantage for the companies in the market. Considering the issue, this thesis focuses on customer satisfaction and its importance by focusing on what the customers want and what the company should do to retain and attract customers. The author has taken Naan-n-Curry, which is a start-up restaurant trying to get established in the restaurant market of Jakobstad, Finland. The first four chapters of this thesis focused on the theoretical part in which the author tried to discuss about the commissioner, customer satisfaction and the impact and importance of customer satisfaction. Chapter four of this thesis shed light on multiple ways of achieving customer satisfaction. The objectives of the thesis were primarily two: the first one was to determine the factors that contribute to customer pleasure, and the second one was to determine how Naan-n-Curry uses these elements in combination with technological support to please its clients. The author discussed research methodologies in the second part of this thesis. A survey questionnaire consisting of 18 questions was prepared and a total of 50 responses were received. The survey data analysis and results have been presented in chapter six. The result suggests that, regular customers visit the restaurant on a daily or weekly basis. They visit the restaurant on a daily or weekly basis due to the quality of the food and services they receive. Office workers and students who frequently have lunch at Naan-n-Curry make up the majority of its customers