This is a Feasibility Study conducted by a group of students "The Incorporators" from Capitol University's Bachelor of Science In Business Administration major in Marketing Management and Human resource Management.
Note: This document is not available to download, sorry for the inconvenience.
This is the second chapter of the course Readings in Philippine History as per the Commission on Higher Education.
Course sub-topics:
1. "First Voyage Around the World"
2. "Customs of the Tagalogs"
3. "Kartilya ng Katipunan"
4. "Mga Gunita ng Himagsikan"
5. "Acta de la Proclamacion de la Independencia del Pueblo Filipino"
6. "Philippine Cartoons: Political Caricature of the American Era"
7. "Filipino Grievances Against Governor Wood"
8. "President Corazon Aquino's Speech Before the US Congress"
9. "Raiders of the Sulu Sea"
10. Works of Luna and Amorsolo
This is the product proposal paper prepared by the students of Capitol University major in Marketing Management and Human Resource Management taking up Introduction to Entrepreneurship Feasibility Study paper.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This is a Feasibility Study conducted by a group of students "The Incorporators" from Capitol University's Bachelor of Science In Business Administration major in Marketing Management and Human resource Management.
Note: This document is not available to download, sorry for the inconvenience.
This is the second chapter of the course Readings in Philippine History as per the Commission on Higher Education.
Course sub-topics:
1. "First Voyage Around the World"
2. "Customs of the Tagalogs"
3. "Kartilya ng Katipunan"
4. "Mga Gunita ng Himagsikan"
5. "Acta de la Proclamacion de la Independencia del Pueblo Filipino"
6. "Philippine Cartoons: Political Caricature of the American Era"
7. "Filipino Grievances Against Governor Wood"
8. "President Corazon Aquino's Speech Before the US Congress"
9. "Raiders of the Sulu Sea"
10. Works of Luna and Amorsolo
This is the product proposal paper prepared by the students of Capitol University major in Marketing Management and Human Resource Management taking up Introduction to Entrepreneurship Feasibility Study paper.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
Comparing customer satisfaction in hyper stores in different parts of Delhideshwal852
The customer satisfaction not only a frill but as a foundation of retail store growth, today the focus has been shifted from financial benefits to soft areas where customer expectations are matched with retail stores performance. Better service quality is the only solution in the hands of retailers for the success of the retail grocery stores. A comparison between expectations and performance is known as service quality. Customer satisfaction is based on perceived service quality. Service quality is a vital factor for the success of the firm. Customer satisfaction occupies prominent position literarily in general as well as specifically in retail stores. The present study is an exploratory research work that was focused on
comparison between the customer satisfactions in hyper stores operating in different parts of Delhi. A sample of 200 customers was considered for study.100 customers were taken from South-West Delhi and 100 were taken from North- East Delhi. Sample includes both male and female respondents. Data was collected from six different hyper stores. Three stores were from South-West Delhi and rest three stores from North- East Delhi. Random convenient sampling was used. Results revealed that there was
no significant difference between the customer satisfaction.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Effect of Product Quality and Service Quality toward Customer Satisfaction Ca...ijtsrd
This research was conducted aimed at 1 Knowing the quality of products at Uncle K Restaurants, 2 Knowing the quality of services at Uncle Restaurants, 3 Knowing the influence of product quality on customer satisfaction at Uncle K Restaurants, 4 Knowing the influence of service quality on customer satisfaction at Uncle K Restaurant, 5 Knowing simultaneously simultaneously the influence of product quality and service quality on customer satisfaction at Uncle K. Restaurant. This research is a quantitative descriptive method that uses numbers, starting from data collection, interpretation of the data, and the appearance of the results. The population in this study was consumers of Uncle K Restaurant during the study. The size of the research sample taken as many as 80 people is determined by the sample technique used in this study, namely, random sampling simple random sample sampling technique is named so because in taking the sample, researchers mix the subjects in the population so that all subjects were considered the same and data were collected using a Likert scale questionnaire that had 5 alternative answers. The results of this study indicate that 1 Product quality has a positive effect on customer satisfaction at Uncle K Restaurant, 2 Service quality has a positive effect on customer satisfaction at Uncle K Restaurant, 3 There is a positive influence between product quality and service quality to customer satisfaction in Uncle K Report with a correlation coefficient R of 0.728 and a coefficient of determination R 2 of 0.529. This means that 52.9 of customer satisfaction in Uncle K Restaurant are influenced by product quality and service quality, while the other 47.1 is determined. Robinson Nainggolan | Marasi Rustiani Hotmaida | Arisman Parhusip "Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29303.pdf Paper URL: https://www.ijtsrd.com/management/randd-management/29303/effect-of-product-quality-and-service-quality-toward-customer-satisfaction--case-study-at-k-uncle-restaurant-at-pt-benua-penta-global/robinson-nainggolan
factors affecting to willingness to wait in Queues in Sri lankan supermarketskdore
Customer satisfaction is the measure of how the needs and responses are collaborated and delivered to excel customer expectation
Research Problem
How do the factors affecting to the waiting time of the customers in queues influence the customer satisfaction in Sri Lankan Retail Supermarket Industry?
Research Objectives
To Identify the real factors affecting to the waiting time of the customers in the queues in Sri Lankan Retail Supermarkets and how those factors effect to customers’ willingness to stay in the queues.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
Buy Verified PayPal Account
Looking to buy verified PayPal accounts? Discover 7 expert tips for safely purchasing a verified PayPal account in 2024. Ensure security and reliability for your transactions.
PayPal Services Features-
🟢 Email Access
🟢 Bank Added
🟢 Card Verified
🟢 Full SSN Provided
🟢 Phone Number Access
🟢 Driving License Copy
🟢 Fasted Delivery
Client Satisfaction is Our First priority. Our services is very appropriate to buy. We assume that the first-rate way to purchase our offerings is to order on the website. If you have any worry in our cooperation usually You can order us on Skype or Telegram.
24/7 Hours Reply/Please Contact
usawebmarketEmail: support@usawebmarket.com
Skype: usawebmarket
Telegram: @usawebmarket
WhatsApp: +1(218) 203-5951
USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
1. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
Measuring Customer Satisfaction w.r.t Restaurant Industry in
Bahawalpur
Hasnain Safdar Butt
Department of Management Sciences
The Islamia University of Bahawalpur
E-mail: hasnainbutt@hotmail.com
Muhammad Murtaza
Department of Management Sciences
The Islamia University of Bahawalpur
E-mail: relexman235@gmail.com
Abstract
Purpose of the study
The purpose of the study is to determine the factors that explain customer satisfaction in the restaurant
industry in Bahawalpur.
Methodology
Structured questionnaire technique was used to determine the customer satisfaction. Data was gathered
through snowball sampling and the model is tested. SPSS software analysis is used to determine the means
and results are interpreted.
Findings
The average means of various restaurants in all five SERQUAL dimension suggested that which restaurant
is more reliable, responsive, empathetic, assured and full of tangibles in the Bahawalpur Restaurant
Industry.
Limitations and Implications
The research was conducted in particular geographical area. The findings help managers to invest their
resources more efficiently, making changes to crucial quality attribute that elicit the customer satisfaction
level.
Keywords: SERVQUAL Dimensions, Satisfaction, Quality, Price
1. Introduction
The restaurants in Bahawalpur are not in a large number but there are few restaurants which provide a
quality environment, food and services at reasonable price. People visit restaurants not on daily basis but
occasionally. These restaurants are majorly used for family dinners, conferences and get together parties.
54
2. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
Customer satisfaction should be the basic objective, while considering marketing in Bahawalpur. It depends
on the perceived performance of product according to consumer’s prospects. The customer gets
discontented, if the product performance fails to come up to the mark. If the consumer’s requirements are
fulfilled, he gets satisfied and delighted. Why customer’s contentment is so important? Customer
satisfaction is a secret of building lucrative relationship with consumers, growing them in number and
reaping customer’s lifespan value. Satisfied customers buy a product again, talk constructive to others
about it, and take less notice of the competing products. It is essential to satisfy customers due to a couple
of reasons for instance, if the customers are not fully satisfied, they are definitely called in for recompense
by the related authorities. (Oliver 1987; Nyer 1999). If the customer is not at all satisfied by the product, he
might think bad of it abuse it.
Service quality in the service setting is one of the major aspects of customer satisfaction. On the other hand
for this issue, there is some disagreement, as whether customer satisfaction is a precursor of service quality.
One of the ideas refers service quality as a comprehensive evaluation, regarding service category in a
specific establishment (PZB 1988).In 1985, a research was conducted by Parasuraman, Ziethaml and Bitner,
exemplified cases where respondents were, impressed to some extent but the service did not meet their
expectations Because most events of customer satisfaction narrate a specific assessment of a service
experiences, customer’s pleasure is analyzed as it relates to a particular transaction (Howard and Sheth
1969; Hunt 1979; Singh 1990). From this perspective, customer satisfaction is mere a minor aspect, it’s the
service quality that counts most. Responsiveness of the service is major issue including staff being prompt,
courteous, knowledgeable, and neat in appearance, helpful, attentive and customers’ needs should be
understood.
The main research question for this study is “What drives customer satisfaction”? , “What are the factors
affecting customer satisfaction”? , “What are the determinants, influencing customer satisfaction?” or
“What explains customer satisfaction in the full service restaurant industry”? In this research we have
highlighted, the contributions of the service restaurant industry, which can be viewed as a mé lange of
service and product attributes. As a result, customers should take into account the food, quality, ambience,
responsiveness, reliability, empathy, assurance and price, to be satisfied on the whole restaurant encounter.
This study will be helpful for the restaurants owners and managers to stress more on continuously
improving the quality of their service in order to satisfy their customers who in turn will help in customer’s
loyalty and positive word of mouth.
2. Objective of the Study
The objective of this study is to measure the customer’s satisfaction in full service restaurants in
Bahawalpur.
3. Conceptual Framework
Customer satisfaction:
“Everyone knows what satisfaction is, until asked to give a definition. Then, it seems, nobody knows”.
This is a quote of Richard L. Oliver, esteemed expert and long time writer and researcher on the topic of
customer satisfaction, expresses the challenge of defining the most fundamental customer’s concept. From
prior definitions, Oliver (1997) proposed his own formal definition:
“Satisfaction is the customer fulfillment response. It is a finding that a product or service malfunction, or
the product or service itself, provides a pleasing level of utilization related fulfillment.”
It is normally observed that marketing practitioners anticipate customer satisfaction, by using slogans like
“Our focus is customer satisfaction” or “Customer is the king”.
Satisfaction is a person’s feelings of delectation or despondence resulting from comparing a product’s
apparent performance (or outcome) with respect to his or her expectation.
Customer satisfaction in the marketing literature is time and again defined as a customer’s overall
assessment of his or her purchase and consumption experience of a good or service. (Cronin and Taylor,
1992; Johnson et al 1995). According to Ziethaml and Bitner (2003), satisfaction is the customer’s
55
3. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
evaluation of a product or services in terms of whether the product or service has met the customer’s
requirements and expectation. Satisfaction occurs when the consumer’s expectations go beyond after using
the product or services. According to Ziethaml and Bitner, there are two ways of viewing satisfaction:
1. Services encounter satisfaction
2. Overall satisfaction
Service encounter satisfaction: According to this satisfaction or dissatisfaction occurs with specific service
encounters.
Overall satisfaction: This kind of satisfaction is based on multiple encounters or experiences.
In other words, a little satisfaction based on each service encounter directs to overall satisfaction.
The customer forms an opinion about the quality of provided services, based on distinction between
expectations and perceptions.
Heskett suggested the concept of service profit chain, that sets up an association between profitability and
growth as a result of customer loyalty and satisfaction, which in turn due to service provided by contented
and productive workforce.
According to transaction specific model, customers are likely to deem specific features of transaction for
instance, product features (food quality, restaurant ambience), service features like (responsiveness of
server) and price.
According to QS9000 standard clause 4.1.6 which says:
"Trends in customer satisfaction and key indicators of customer dissatisfaction shall be acknowledged and
supported by unbiased information. These trends shall be compared to those of contenders, or suitable
benchmarks, and reviewed by superior management."
The customer is always right. The suppliers should fulfill the demands of the customers and should keep in
view their likes and dislikes. Customer Satisfaction is customers' awareness, that a supplier has met or
surpassed the expectations.
3.1 Quality
It is the way of supervising a business process, to guarantee absolute satisfaction at every level internally
and externally. (Oakland 2000).
According to Goetsch and Davis (1997) quality includes every aspect of your business and is in fact a
touching experience for the consumer. Parasuraman et al. (1985, 1988) defined service quality is basically
the overall assessment, which includes both, the firm’s performance and customer expectations. It can also
be evaluated by the difference of perceptions and expectations.
Service Quality = Perception - Expectation
Service quality could be viewed, as the whole family picture album, while the customer satisfaction is just
one snapshot. (Syed Saad Andaleeb, after studied the restaurant industry in USA.). The focus on service
quality upgrading and enhancement is essential for a service providing firm to be competitive. (Stevens et
al. 1995, Parasuraman et al. 1991).
3.2 Service Quality
One of the most important features in the service world that drive customer satisfaction is service quality.
High service quality results in higher customer satisfaction which consecutively results in high customer
loyalty and eagerness to advice the first to other people (Bohon & Drew 1991; Boulding 1993; Rust, 1994).
Undoubtedly service quality is a matter that has engaged academics leading to extensive debate over its
conceptualization. The difference between customer expectations and perception is based on five basic
dimensions of SERVQUAL (PZB 1985).
56
4. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
3.3 Dimensions of SERVQUAL
1- Reliability.
The ability to meet up the promised services accurately is generally defined as reliability.
2- Responsiveness.
Responsiveness is eagerness to help customers with interest in order to satisfy the customers.
3- Assurance.
The employee’s method including knowledge and courtesy in order to gain the customers trust.
4- Empathy
Empathy is defined as individual care and interest that a customer gets from the employees of the
restaurant.
5- Tangibles.
The tangibles include the appearance of physical amenities, equipment and written material.
3.4 External Quality Factors
Customer satisfaction is also affected by some external service quality factors which are as follows,
(Van Hsien Haung, 2008),
1. Safety and choice:
It means how secure a customer feels in terms of his dealing at the restaurant.
2. Organizational image:
It includes all the aspects of the restaurant such as environment, menu approach, waiter’s
behaviour towards a customer. This would make a customer satisfied with the services offered at the
restaurant to a greater extent. Service quality is counted more as compared to customer satisfaction.
(Syed Saad Andaleeb).
57
5. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
3.5 Product Quality
In a restaurant industry, the food and the physical dé of restaurant are the products, so their quality
cor
should be in accordance with the name of restaurant.
According to (Parasuraman 1988; Kivela 1999; Rajpoot 2002) following are the key factors which ensure
synthesis of product quality.
1- Presentation:
The food presentation is one of the most important features of the product quality. A well
presented food item looks good to the eyes and to some extent, has ability to satisfy one’s hunger.
2- Healthy option:
Healthy option means offering nutritious and healthy food. Nowadays many people are health
conscious and are concerned about their health, so availability of nutritious food is becoming
important as one of the major factors of dining satisfaction. (Sulek and Hensley 2004).
3- Taste and Freshness:
Taste is a key attribute in food. Tasty food has the ability to satisfy a person’s hunger influences
restaurant satisfaction and future behavior intentions. Freshness refers to food with crispiness,
juiciness and its aroma. (Peneau et al. 2006).
4- Atmosphere Quality:
The physical environment can create feelings of excitement, pleasure or relaxation atmospheric
elements include space, design, color and music. Space creates a sense of coziness and
intimacy. (Ching 1996), interior design of a restaurant may influence the customers stay in the
restaurant (Wakefield & Blodgett 1996) and atmospheric design creates an impact on service
satisfaction. (Andrus 1986), the physical design of a business, can also influence the degree of
success consumers attain once inside. (Darley & Gilbert 1985). In other words, customers visit
restaurants to pass and enjoy their time accompanied with delicious food and tension free
environment. The better the physical design and appearance of the restaurant, the greater the level
of satisfaction. Music also has positive effects and creates emotions and behaviors in service
settings. (Dube et al. 1995; Mattila and Wirtz 2001; Milliman 1982, 1986).
5- Temperature:
Temperature is related to taste, smell and sight of food, and it affects the evaluation of flavor of
58
6. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
food (Delwiche 2004).
3.6 Price:
Customer satisfaction is also effected by the price of the items present on the menu, because price is the
factor that has the supremacy to attract or repel the customer. (Monroe 1989). According to Levis & Shoe
maker (1997), ‘Prices’ the means of exchange from which we get worth, that can be in the form of tangibles
(goods), intangibles (service), price function is an indicator of quality.
If prices are low, it may be a question on restaurant’s aptitude to deliver product and service quality. If price
are high customers are likely to expect high quality. If the price is high than the customer expectation,
customers satisfaction is adversely affected.
Service Quality
Customer Customer
Product Quality
Satisfaction Loyalty
Price
Good service and food make customers satisfied but only good food makes then likely to return. Hence
should management concentrate on making customers happy or making them loyal? Increasing loyalty and
good that is better for profitability, high satisfaction and trustworthiness (Rust 1995).
Prices vary according to the type of restaurant and if the price is high, the quality must also be high or sense
of being deceived may not be encouraged. Many customers have perception of what a restaurant is likely to
charge, and if the prices are higher than they expect, customer satisfaction is negatively affected.
4. Research Design and Methods
4.1 Methodology
In this study the sample comprises of the customers of ten restaurants in Bahawalpur. Mostly restaurants in
Bahawalpur are casual dining restaurant, which are situated along well known and famous routes of
Bahawalpur City. The data for this study is collected from the customers to explain their dining experiences.
We have also gathered some general information from our target restaurants in order to measure the
customer satisfaction more effectively and efficiently.
The restaurants are enlisted below with their particulars such as inception, sitting capacity, average
customers in a day and number of employees.
59
7. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
Name of the Year of Inception Sitting Capacity Avg. customers in Number of
Restaurant a day Employees
Four seasons 1997 200 70-80 50
Lataska 2005 275 90-100 70
Panda 1989 125 150 40
Tandoori 1999 250 200 25
Libra 2009 200 120 30
Taj 2007 230 150 50
Lataska village 2008 300 100 25
Luxury 2000 350 70 20
Bobby’s 2005 70 40 15
Do piazza 1993 325 60 35
The above mentioned information was gathered through valid and reliable sources, so there is no biasness
as far as this data is concerned. A comprehensive questionnaire was developed after the thorough literature
review. The questionnaire consists of three important factors in relation to customer satisfaction which are
product quality, service quality and price. Whereas product and service quality were further
dimensionalzed.
The questionnaire inquired the respondents to evaluate their dining experiences by using the five point
Likert Scale. Each scale item was attached at numerical 1 having verbal statement “strongly disagree” and
the numerical 5 with the verbal statement “strongly agree”. Questionnaire also consisted of demographic
questions in order to obtain the demographic profile of the respondents.
A total of (200) questionnaire was floated by focusing, chain of references and covering all the
demographic profiled respondents in order to lessen the biasness .
5. Analysis and Findings
A total of 172 questionnaires were completed and it was found that a majority of respondents were willing
to participate in the study.
The sample had more males, 100(58.1%), and 72 females (41.9%). A significant difference between groups
was identified by demographics like age, education and gender.
The age group of 20-25 years forms a big part of our respondents with percentage of 47.1%. The major
portion of occupation was students, teachers and bankers with a percentage of 44.2%, 15.7% and 12.8%
respectively.
The education level was classified in six categories among which Masters level with percentage of 55.25
and Bachelors levels with percentage of 31.4%, shared a large part of respondents.
In this study we have used SERVQUAL as it is the available instrument to measure service quality from
customer’s perspective. SERVQUAL is dimensionalized in further five service dimensions as:
Reliability
Responsiveness
Assurance
Empathy
Tangibles
60
8. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
The questionnaire consisted of all the five dimensions of SERVQUAL as it is a valid tool to access whether
or not the considered restaurants provided the service which a consumer desired. The questionnaire from
this study is borrowed.
The restaurants which were mentioned above are considered to be the top ten restaurants of Bahawalpur
from which only the top five restaurants were selected for analysis an the bases of up to the mark services.
The next part includes the calculated statistics and discussion on the basis of gender, incomes, lifestyle and
SERVQUAL dimensions.
6. Discussion
The questionnaires were completed and the data was gathered and entered in SPSS which helped in
generating results.
6.1 Gender
The results generated by applying the SPSS software for gender with respects to SERVQUAL dimensions
includes the means, given in Table 1.
Gender Reliability Responsiveness Assurance Empathy Tangibles
Male 3.415 3.31 3.42 3.41 3.53
Female 3.457 3.49 3.65 3.52 3.54
According to gender classification the calculated means for all the SERVQUAL dimensions provides a bird
eye view that how males and females differently respond to these dimensions. As a whole females are more
satisfied with the services of the restaurants in all five dimensions.
6.2 Income
If we come to another demographic factor like income, the calculated means are as follows in Table 2:
Income Reliability Responsiveness Assurance Empathy Tangibles
None 2.94 3.26 3.60 3.37 3.35
Less than 2.93 3.39 3.58 3.53 3.59
15000
15000 3.39 3.24 3.32 3.31 3.58
to
25000
25000 3.55 3.51 3.51 3.45 3.51
to
35000
35000 3.81 3.62 3.46 3.78 3.72
to
45000
45000 and 3.97 3.54 3.67 3.51 3.66
above
The results suggest that people having income ranging from Rs. 35000 to Rs. 450000 and Rs. 45000 and
above, find the restaurants more reliable, responsive, assured, empathetic and have up to the mark
tangibles.
61
9. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
6.3 Lifestyle
Considering the people of Bahawalpur, we have estimated that they mostly and comfortably like to dine out
firstly with friends and secondly with family, and their frequency to dine out depends on their mood, which
in turn suggests that people are socialized and like changes, to hang out and enjoy quality food and time at
the restaurants.
Means with respect to SERVQUAL Dimensions of Restaurants
Restaurants Reliability Responsiveness Assurance Empathy Tangibles
4 seasons 3.55 3.57 3.67 3.53 3.37
Lataska 3.48 3.47 3.33 3.40 2.99
Panda 3.46 3.30 3.38 3.71 3.55
Tandoori 3.34 3.28 3.58 3.34 2.74
Libra 3.54 3.25 3.59 3.48 3.37
Taj 3.29 3.31 3.39 3.24 3.41
Table 3 given above, indicates that four seasons is more reliable than other restaurants with an average
mean of 3.55, where as Libra comes second with average mean of 3.54 for reliability. As we move towards
responsiveness, four seasons again has more average mean of 3.57 than other restaurants and Lataska
stands second having average mean of 3.47, this shows that Four Seasons is good in providing responsive
and receptive services than others,
By analyzing further we come across assurance which is another dimension of SERVQUAL, tells that our
respondents are assured and pledged by the services of Four Seasons and Libra with average means of 3.67
and 3.59 respectively.
With respect to empathy dimension, Panda excels with an average mean of 3.71 and Four Seasons stands
second with 3.53 as average mean.
Now we come to the last but not the least SERVQUAL dimension, tangibles, here Panda comes first with
average mean of 3.55 and Taj is at second place with average mean of 3.41.
According to the respondent’s choice of restaurant, or in other words the restaurant which the most
respondents like to visit to fulfil their desires in terms of food & environment, the data suggests is Four
Season as it provides more variety in food, as price of food is in accordance with the food quality. But a
lot of respondents do not agree with his statement.
The restaurant owners and managers should focus on the major elements like service quality, product
quality and price. The customer when makes the choice of a particular restaurant, he desires al kind of
service and a positive behaviour. The customer also assesses the overall service of the restaurant as how the
employees deal with customers, do they have enough knowledge about the product they are delivering.
Same is the case with prices of food in the restaurants as it is important for restaurants to assess competitive
prices and customers’ reference prices for the targeted segment for their products.
7. Conclusion
We summarize our main findings in the context of all the discussions and analysis. We conclude that
satisfaction is at the heart of every restaurant service provider.
These findings depict that the manager of restaurant should focus on internal service quality (to enhance
internal communication and collaboration among employees) issues if they wish to improve service
provided to customers.
By above findings we have analyzed that Four Seasons is at the top by providing prompt services as a
customer desired and a large part of customer are satisfied by its services.
62
10. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
The result also suggests that the promised services willingness to help and competency are effective
elements of service provide that creates high satisfaction in restaurants.
The findings also conclude that managers of restaurant should have complete knowledge that the restaurant
expect to provide for their customer.
This also tells the restaurant managers to achieve a balance in their focus on three major factors of
restaurant, product quality, service quality and price. Therefore the finding of this study can be extended
and of value to restaurants by helping managers to understand the customer satisfaction.
For a restaurant the key process are good service provisions as well as good food in order to make a
customer satisfied. But only quality food enables the customer to return. As a result of which management
should focus on establishing loyal relationships by providing good services and quality food in order to get
better profitability.
A quantitative assessment of service quality has potential benefits for restaurant customer. As part from the
obvious enhancement of the dining experience which should result from identifying and improving service
weaknesses. Therefore the use of SERVQUAL tool is not restricted by national borders or cultural
differences but can have a global application. Nevertheless this study has contributed to this goal through
an application of the SERVQUAL instrument to measure and compare service quality within one sector of
the restaurant industry.
8. Limitations and Future Research
There are many limitations of this study which are to be addressed. This study only focuses on a relatively
smaller number of restaurants selected from geographic area of Bahawalpur city. So the generalization of
the finding may not work. The results are also limited by the small sample size within specified
geographical area. Although it is not expected that findings would be significantly different, it would be
worthwhile to expand this research throughout the country to improve the generalizability of results. The
only limiting factor in the modification of the research tool is in restricting the ability to make comparison
regarding quality across industries and cultures.
Homogeneous part of all population exercised in regarding its conclusion as representative of all
Bahawalpur top quality restaurants. The result of this study suggests that if it is useful to compare service
quality of firms with the same industry sector. It will be interesting to investigate whether and how a firm
can be benefited by marketing more than one product in an oligopolistic market. The second line of inquiry
is the comparison between oligopolistic and monopolistic markets.
Thus more studies on relationship between customer satisfaction and perception of quality are needed to
cross validate the findings from different directions. Moreover more research can be done in order to
determine other aspects of restaurants in industry by using the empirical means.
.
63
11. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 3, No.5, 2011
References
Ali and Seshadri 1993; ‘Customer perception and competitive quality strategy.’
Anna S. Mattila 2003; ‘The impact of service failures on customer loyalty, The moderating role of
affective commitment’.International Journal of Service Industry Management Vol. 15 No. 2, 2004
pp. 134-149.
Andaleeb and Conway 2006; ‘Customer satisfaction in the restaurant industry,’ Journal of
Services Marketing Volume 20 ·Number 1 ·2006 · 3–11.
Bojanic 2007; ‘Customer profile of the “carryout” segment for restaurants,’ International Journal
of Contemporary Hospitality Management Vol. 19 No. 1, 2007 pp. 21-31.
Bouranta, Chitris & Paravantis 2009; ‘The relationship between internal and external service,’
International Journal of Contemporary Hospitality Management Vol. 21 No. 3, 2009 pp. 275-293.
Carton and Kleiner 1999; ‘Discrimination in the restaurant industry.’
Clark and Wood 1998; ‘Customer loyalty in the restaurant industry,’International Journal of
Contemporary Hospitality Management 10/4 [1998] 139–144.
Danaher and Haddrell 1996; ‘A comparison question scales used for measuring customer
satisfaction.’
Danaher and Mattsson 1998; ‘Comparison of service delivery process of different
complexity,’International Journal of Service Industry Management, Vol. 9 No. 1, 1998, pp. 48-63.
Douglas and Connor 2003; ‘Attitude to service quality, Nutrition and food science.’
Haung 2008; ‘The impact of other customer failure on service satisfaction.’
Johns &Howard 1998; ‘Customer expectation versus perceptions of service performance in
restaurant industry,’ International Journal of Service Industry Management Vol. 9 No. 3, 1998, pp.
248-265,
Lee and Hing 1995; ‘Measuring quality in restaurant operations: an application of the servqual
instrument.’
Longart Pedro 2008; ‘What drives word of mouth in restaurants.’
Mack, Muller, Crotts and Broderick 2000; ‘Perception and correction for service recovery in
restaurant industry.’
Namkung and Jang 2008 ; ‘Are highly satisfied restaurant customers really different. A quality
perception perspective.’
Wisner and Corney 1997; ‘An empirical study of customer comment card and design
characteristic.’
Winsted 2000; ‘Service behaviours that lead to satisfied customers.’
64