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A study on the service quality and its impact on customer satisfaction : a case of HaiDiLao Hotpot in Bangkok
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Author(s)
Su, Jian Xiang.
Other Contributor(s)
University of the Thai Chamber of Commerce. International Business.
University of the Thai Chamber of Commerce. International School of Management.
Publisher(s)
University of the Thai Chamber of Commerce
Date Issued
2023
Resource Type
Independent study
Language
English
Abstract
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.
Description
Independent Study (M.B.A. (International Business)) -- University of the Thai Chamber of Commerce, 2023.
Degree Level
Masters
Degree Grantor
University of the Thai Chamber of Commerce
Access Rights
Open access
Rights
This work is under copyright of University of the Thai Chamber of Commerce (UTCC). Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
Rights Holder
University of the Thai Chamber of Commerce
Physical Location
University of the Thai Chamber of Commerce
Bibliographic Citation
Su, Jian Xiang. (2023). A study on the service quality and its impact on customer satisfaction : a case of HaiDiLao Hotpot in Bangkok.
Su, Jian Xiang (2023). A study on the service quality and its impact on customer satisfaction : a case of HaiDiLao Hotpot in Bangkok.
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