Customer Satisfaction in Restaurant Service : Friends and Burger

The thesis is based upon the way of inspecting about how the customer satisfaction is im-proved in restaurant service. To collect the information’s about it the research was focused in a restaurant which is situated in Helsinki. Customer observation was done by including different customers in the process of improving the service qualities provided by restaurant. Additionally, Customers felt changes in restaurant when they came to know that restaurant is dedicated to make the improvement in the customer satisfaction. The study targets that how restaurant is much focused to achieve their core goals in case of customer satisfaction as well as about their position in the view of their valued customer. To make the thesis informative and inclusive two research methods were implemented i.e. qualitative and quantitative. These methods helped to collect the required data through both way primary and secondary. In the first phase of data collection, Interview and question-naires methods were conducted with customers to collect the information’s about the res-taurant services. In the contrary, company’s website was used as the secondary data col-lection about restaurant service. The outcomes from the research about the restaurant is that quality of services and meals provided by restaurant those two core factors which influence the customer satisfaction. Therefore, to be successful in the restaurant industry and to achieve the goal of being rec-ognized as a restaurant where the customers are treated with the maximum respect and get access to high quality services, is important to keep the focus on the customer while designing the restaurant’s services, internal and external layout, restaurant and the menu among other important features relevant to the restaurant’s target group