Customer Satisfaction
Abadh Jibi Ghimire
SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS
Case Study- Sagarmatha Nepalese Restaurant in Vantaa
THESIS CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Degree Programme in Tourism May 2012
ABSTRACT
CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Unit for Technology and Business, KokkolaPietarsaari
Date June 2012
Author Abadh Jibi Ghimire
Degree programme Degree programme in Tourism Name of thesis SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS Case Study of Restaurant Sagarmatha in Vantaa Instructor Pages Purna Chandra Adhikari 53+4 Supervisor Katarina Broman This thesis was done in Vantaa, in the Nepalese restaurant Sagarmatha located in Helsinki. The working life instructor of the thesis was Purna Chandra Adhikari, the manager of the Restaurant Sagarmatha. The aim of the thesis was to give quality service and make the customer satisfied. In the food industry there are fewer opportunities for building up competitive benefits unless knowledge applying to the business environment is analyzed. Meantime, there is price pressure caused by the absence of opportunities for product differentiation, product identification and product acquaintance, particularly in Finland. At the moment, there are more than six hundred ethnic restaurants in Helsinki only, and Vantaa, as a gateway to Finland, has more than fifty ethnic restaurants. The customers for these ethnic based restaurants are mainly office workers, travelers, tourists, free movers and business. People depending on the taste and service, customers select to visit these restaurants. Service Quality and Customer satisfaction can be seen as main themes in the organization. This service quality and customer satisfaction are in a mutual relationship. This is a modern age and the customers have different desires and needs. So, to offer the quality services and make them satisfied are the main responsibilities of the organization.
SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS
Case Study- Sagarmatha Nepalese Restaurant in Vantaa
THESIS CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Degree Programme in Tourism May 2012
ABSTRACT
CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Unit for Technology and Business, KokkolaPietarsaari
Date June 2012
Author Abadh Jibi Ghimire
Degree programme Degree programme in Tourism Name of thesis SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS Case Study of Restaurant Sagarmatha in Vantaa Instructor Pages Purna Chandra Adhikari 53+4 Supervisor Katarina Broman This thesis was done in Vantaa, in the Nepalese restaurant Sagarmatha located in Helsinki. The working life instructor of the thesis was Purna Chandra Adhikari, the manager of the Restaurant Sagarmatha. The aim of the thesis was to give quality service and make the customer satisfied. In the food industry there are fewer opportunities for building up competitive benefits unless knowledge applying to the business environment is analyzed. Meantime, there is price pressure caused by the absence of opportunities for product differentiation, product identification and product acquaintance, particularly in Finland. At the moment, there are more than six hundred ethnic restaurants in Helsinki only, and Vantaa, as a gateway to Finland, has more than fifty ethnic restaurants. The customers for these ethnic based restaurants are mainly office workers, travelers, tourists, free movers and business. People depending on the taste and service, customers select to visit these restaurants. Service Quality and Customer satisfaction can be seen as main themes in the organization. This service quality and customer satisfaction are in a mutual relationship. This is a modern age and the customers have different desires and needs. So, to offer the quality services and make them satisfied are the main responsibilities of the organization.