Service quality and customer satisfaction in the restaurant business

 

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1.4 Thesis structure 
This research work is structured into six different chapters. The introduction, limitations of the 
study, research methodology and thesis structure is introduced in the first chapter. The second 
chapter discusses the service quality and customer satisfaction. Under this falls definition and 
overview of customer satisfaction, the importance of customer satisfaction, customer 
relationship skills to attain satisfaction, definition and overview of service quality, relationship 
between service quality and customer satisfaction, and managing customer complaints. The 
research plan begins from chapter three. This chapter illustrates and justifies the research 
questions, research data and thesis structure. Chapter four presents Nepalese foods. Under this 
falls Nepalese food restaurant in Helsinki, introduction to the case organizations, food items in 
Restaurant Sagarmatha, positioning of Restaurant Sagarmatha, and Sagarmatha Nepalese 
Restaurant as a brand and SWOT analysis of Restaurant Sagarmatha will be listed. Similarly, 
Chapter five presents questionnaire survey in Restaurant Sagarmatha. Under this falls also 
planning and conducting the survey, background information of the different customers, 
customer satisfaction in services, and opinions of Restaurant Sagarmatha will be listed. 
Finally, chapter six presents the conclusion part. Under this falls a summary of the restaurant 
customer‟s responses and interviewees, conclusions, suggestion for improving services and 
facilities in the restaurant will be listed. 
 
 
 
 
 
 
 
 
 
 
 
 

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