Service quality and customer satisfaction in the restaurant business

Key words 
 
Customer satisfaction, qualitative research, restaurant business, service quality 

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ABSTRACT 
TABLE OF CONTENTS 
1 INTRODUCTION 
1 
1.1 Aim of the thesis 
2 
1.2 Limitations of the study 
2 
1.3 Research methodology 
3 
1.4 Thesis structure 
4 
2 SERVICE QUALITY AND CUSTOMER SATISFACTION 
5 
2.1 Overview of customer satisfaction 
5 
2.2 Importance of customer satisfaction 
6 
2.3 Customer relationship skills to attain customer satisfaction 
7 
2.4 Service quality 
10 
2.5 Managing customer complaints to improve customer satisfaction 
10 
2.6 Benefits of satisfying customer complaints 
12 
3 RESEARCH PLAN 
14 
3.1 Customer satisfaction research in Restaurant Sagarmatha 
14 
3.2 Research questions 
14 
3.3 Research process 
15 
4 NEPALESE FOODS 
18 
4.1 Nepalese food restaurants in Helsinki 
19 
4.2 Introduction to the case organization 
21 
4.3 Food items in Restaurant Sagarmatha 
23 
4.4 Positioning of Restaurant Sagarmatha 
25 
4.5 Sagarmatha Nepalese Restaurant as brand 
25 
4.6 SWOT analysis of Restaurant Sagarmatha 
26 
5 QUESTIONNAIRE SURVEY IN RESTAURANT SAGARMATHA 
28 
5.1 Planning and conducting the survey 
28 
5.2 Background information of the respondents 
30