To Study the Relationship Between Job Satisfaction and Customer Satisfaction at a Mcdonald Restaurant.

Topics: Job satisfaction, McDonald's, Fast food restaurant Pages: 48 (11588 words) Published: April 1, 2013
Chapter 1.
1. Executive Summary

The purpose of this study is to understand the job satisfaction on customer satisfaction in McDonald’s restaurants and the factors that affect the employee’s level of job satisfaction in McDonald’s restaurants Navi Mumbai. Employee satisfaction is a prerequisite for the customer satisfaction. Enhanced employee satisfaction leads to higher level of employee retention. There is a definite link between employee attitudes and customer satisfaction. If employees are unhappy or dissatisfied, despite their best efforts; it is difficult for them to conceal this factor when interacting with customer and other staff members. One of the primary reasons for evaluating employee satisfaction is to identify problems and try to resolve them before they impact on customer service. In this study to understand what the customer expects from McDonalds. What are their needs and Wants from McDonald? and they judge McDonald restaurant on following parameter price, Quality ,Quality of service, Location etc. Due to the growing competition McDonalds restaurant have to focus on each and every process specially the satisfaction of their employees because job satisfaction is a concept which emphasizes that employees are the asset of the company so they can provide best service to customer and by this make customer satisfies. therefore their satisfaction is very important.

McDonald's Corporation is the world's largest chain of hamburger fast food restaurants, serving more than 58 million customers daily. In addition to its signature restaurant chain, McDonald’s Corporation held a minority interest in Pret A Manger until 2008, was a major investor in the Chipotle Mexican Grill until 2006, and owned the restaurant chain Boston Market until 2007. A McDonald's restaurant is operated by a franchisee, an affiliate, or the corporation itself. The corporation's revenues come from the rent, royalties and fees paid by the franchisees, as well as sales in company-operated restaurants. McDonald's revenues grew 27% over the three years ending in 2007 to $22.8 billion, and 9% growth in operating income to $3.9 billion. McDonald's primarily sells hamburgers, cheeseburgers, chicken products, French fries, breakfast items, soft drinks, shakes, and desserts. In response to obesity trends in Western nations and in the face of criticism over the healthiness of its products, the company has modified its menu to include alternatives considered healthier such as salads, wraps and fruit.

2.1 History Of McDonald
The business began in 1940, with a restaurant opened by brothers Richard and Maurice McDonald in San Bernardino, California. Their introduction of the "Speeded Service System" in 1948 established the principles of the modern fast-food restaurant. The original mascot of McDonald's was a man with a chef's hat on top of a hamburger shaped head whose name was "Speeded." Speeded was eventually replaced with Ronald McDonald by 1967 when the company first filed a U.S. trademark on a clown shaped man having puffed out costume legs. McDonald's first filed for a U.S. trademark on the name McDonald's on May 4, 1961, with the description "Drive-In Restaurant Services," which continues to be renewed through the end of December 2009. In the same year, on September 13, 1961, the company filed a logo trademark on an overlapping, double arched "M" symbol. The overlapping double arched "M" symbol logo was temporarily disfavored by September 6, 1962, when a trademark was filed for a single arch, shaped over many of the early McDonald's restaurants in the early years. The famous double arched "M" symbol in use today did not appear until November 18, 1968, when the company filed a U.S. trademark.

The first McDonald's restaurants opened in the United States, Canada, Costa Rica, Panama, Japan, the Netherlands, Germany, Australia, France, El Salvador and Sweden, in order of openings. The present...
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