17/11/2023 02:32:24 PM

Bài viết

Bài Viết - ThS. Đào Thị Đài Trang -Solutions to Improve Customer Satisfaction in Viet-Chen Restaurant

Solutions to Improve Customer Satisfaction in Viet-Chen Restaurant

Abstract:- This study shows about literature review about service and the practical situation of Viet_Chen Company Limited. Then, analysing the dimensions affecting the customer satisfaction. Based on theory and analysis, the existing models were chosen as the platform, combined with our my research to offer a theoretical model with specific assumptions for research. This study will research using two steps of preliminary research and official research. The data were collected from 223 respondents. Collected data were processed in the statistical software SPSS to test the reliability and validity of the scales. These results show that there were 4 main factors that influence customer satisfaction at restaurant: Service  Style, Price, Convenience and Service Quality. While the Service Quality is the most powerful factor, followed by Service Style. In general, this analysis is carried out to find out the limitations of service at restaurant to help Board of Director understand clearly this issue and improve them. Finally, recommend solutions to improve on service quality as well as improving customer satisfaction in Viet-Chen restaurant.

 

Keywords:- Service Style, Price, Convenience and Service Quality.


 

I.INTRODUCTION

 

Currently, it can be seen that service industry has developed remarkably and occupied an important position in the development of a country. And Vietnam is not an exception when the service industry has played the role of economic development in our country. This is manifested in the fact that other economic sectors are beginning to engage in service business more and more.

 

To be able to stand firmly in a certain business segment, we need to clearly define what is the core of the problem. In all current industries in general and service industry in particular with stiff competition nature, the customer is an important dimension determining the survival and growth of a enterprise. The feedback from customers will be very valuable for any enterprise to know whether they are on track or not; so enterprises need to improve this number of customers every day. There is a saying "Customer is God". Therefore, enterprise should always try to bring to customers the best satisfaction. Customer satisfaction not only brings to enterprise the number of loyal customers, but also potential customers through the promotion of loyal customers. When we can respond promptly and well customer demand, the customers can feel satisfied when coming to enterprise.

When trading a restaurant, in addition to the quality of food, it must be mentioned to the location, architecture, interior and exterior and wide promotion, etc. These things always impact on customer satisfaction on whether they decide to return to the restaurant or not. How to attract customers to always remember the restaurant when they intend to go eat? How to know if we customer needs or not? What dimensions affect customers when using the service at the restaurant? How to improve that satisfaction? Because of these questions, Authors have given the theme to be researched: "Solutions to improve customer satisfaction in Viet-Chen restaurant"


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