Browsing by Subject "Customer satisfaction"
Now showing 1 - 3 of 3
Results Per Page
- PublicationA study on the service quality and its impact on customer satisfaction : a case of HaiDiLao Hotpot in Bangkok(University of the Thai Chamber of Commerce, 2023)
;Su, Jian Xiang. ; ; ;University of the Thai Chamber of Commerce. International Business.University of the Thai Chamber of Commerce. International School of Management.This study examines the impact of service quality on customer satisfaction at HaiDiLao Hotpot in Bangkok. Service quality is an essential factor influencing customer satisfaction and loyalty, particularly in the highly competitive restaurant industry. Employing a quantitative research approach, we distributed questionnaires to customers at HaiDiLao Hotpot, focusing on various dimensions of service quality, including responsiveness, assurance, tangibles, empathy, and reliability. The collected data were analyzed using statistical techniques to establish the correlation and impact between service quality parameters and customer satisfaction. The findings revealed a significant positive relationship between service quality and customer satisfaction, with all service quality dimensions having a critical influence on satisfaction levels. The study underscores the importance of maintaining high service quality to enhance customer satisfaction and loyalty. It provides practical insights for the management of HaiDiLao Hotpot, suggesting that continuous service quality improvement should be a core part of the restaurant's strategy. The findings can also be useful for other restaurants operating in similar environments. Further research is recommended to explore other potential factors influencing customer satisfaction and to validate these findings in different restaurant settings. 33 61
- PublicationExploring the link of service quality, customer satisfaction and customer loyalty for Mandalay Food House(University of the Thai Chamber of Commerce, 2023)
;Win Pa Pa Lwin. ; ; ;University of the Thai Chamber of Commerce. International Business.University of the Thai Chamber of Commerce. International School of Management.In the intense competition of food service providers industry in Bangkok, Myanmar restaurants industry is significantly increasing with the same level of raising population of Myanmar people in Thailand. Among the Myanmar restaurants, Mandalay Food House will be focused in this research because this restaurant is famous and wellknown place with cultural influences, can access easily to get there, and have a wide variety of Myanmar cuisine. Globally, a lot of customers are facing the choice of which restaurants to enjoy their time, to have a good mood and to try the taste of cuisine. Restaurant owners are finding a way to improve their business sustainability among the market industry with focusing on service quality, customer satisfaction and customer loyalty because business cannot survive in the food service industry by satisfying the customers anymore. Restaurant owners and managers can enhance the existing strategies by using the study’s results and the insights to attract new customers and retain the customers because the impact of the quality of service, customer satisfaction and customer loyalty are the most important factors for every organization. The purpose of this research is to give recommendations to improve, and maintain the factors and to explore the relationship between service quality, customer satisfaction and customer loyalty. To evaluate the quality of service, the SERVQUAL method was used, which consists of five factors (Tangible, Reliability, Responsiveness, Assurance, Empathy). The questionnaires with two languages (Burmese and English) were distributed through social media platform via Facebook to access easily for Myanmar residence and the data were collected through an online survey and analyzed by using Excel spreadsheet. Cronbach’s alpha method was used to test the reliability and validity of the questionnaires. The study was used correlation coefficient analysis to explore the hypothesis relationships. Business background, statement of the problem, objectives, benefits, scope of the study and expected benefits were included in the part of Chapter 1. In Chapter 2, theory and related research will review based on the iterature view and research hypothesis and conceptual framework are also included. Chapter 3 will point out research design and ools, data collection and analysis. Chapter 4 will explain about the results and Chapter 5 will conclude and discuss the research and limitations and implications of the research. 41 49
- PublicationThe Factors Affecting Perceived Value and Customer Satisfaction : Online to Offline (O2O) Food Delivery Service in China(University of the Thai Chamber of Commerce, 2020)Service quality and service recovery are two crucial factors in perceived value and customer satisfaction. The purpose of the study was to investigate the effect of service quality, service recovery and perceived value on customer satisfaction of online to offline O2O food delivery service industry in China. And quantitative research will be used in this paper 408 questionnaires from the customers who used the O2O food de livery service platform were collected online in the final questionnaire research The O2O food delivery service as a new economic model to be an essential part of modern society Investigating customer satisfaction can allow the food service delivery companies to measure their strengths as well as to understand the customer and consumer needs, and help companies develop strategic plans at the same time There are five chapters in this paper to explore the factors affect the perceived value and customer satisfaction, including service quality (4 factors including efficiency, system availability, fulfillment, privacy), and service recovery 3 factors including responsiveness, compensation, contact). And try to explain to the reader the effect of the characteristics of the customers’ perceived value and customer satisfaction in the O2O food delivery service platform.