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MGT726 Impact Of Food Quality On Customer Satisfaction In Ginger
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MGT726 Impact Of Food Quality On Customer Satisfaction In Ginger
0 Download4 Pages / 954 Words
Course Code: MGT726
University: University Of The Sunshine Coast
MyAssignmentHelp.com is not sponsored or endorsed by this college or university
Country: Australia
Questions:
1. Examine a specialist area of professional management practice.2. Develop skills to analyse, evaluate and reflect critically on complex information, problems, concepts and theories to devise recommended solutions to a management issue.3. Effectively communicate implications and conclusions to specialist and non-specialist audiences.
Answer:
Introduction
Customer satisfaction and service quality go hand in hand.
Therefore, an organization with the intention of improving customer satisfaction must concentrate on making sure that the quality of services is high.
The research comes in place to investigate the effects that service quality has on customer satisfaction. The research will use an actual restaurant which is Ginger Restaurant which is located in Harris Park.
The restaurant is Indian.
Background
The research focuses on Indian food industry.
The restaurant at hand wants to attain a high level of success through service delivery.
By improving the quality of services, the organization is likely to attract more customers and promote customer satisfaction.
The study will help in understanding and managing the managerial problem.
The use of a real restaurant will help to understand the practicality of the theories that have been employed (Su, Swanson, and Chen, 2016).
Management problem
Ginger Restaurant is going through the challenge of market research.
Market research is the aspect of an organization trying to understand the nature of the market.
The information gathered after market research helps an organization to know the needs of the customers (Xiang et al. 2005).
The ginger restaurant cannot promote customer satisfaction if it does not understand some of the needs of the customers.
Summary of the literature
This section is essential because it provides an insight into the research topic.
The findings of other studies will be employed to help in answering the research question.
The theory that will come in handy to deal with the problem will be identified and utilized.
Kotler Model of customer satisfaction will be employed.
The section will help in understanding some of the factors that affect customer satisfaction.
Recommendations
The organizational structure should be aligned with the goals of the company to deliver quality services.
It is imperative to note that the organizational structure of a company has an effect on the way the employees deliver services (Lu, Berchoux, Marek, and Chen, 2015).
An organizational structure that creates a gap between the employees and management leaves some of the employees unmonitored. As a result, the compromise the level of quality in delivering services.
References
Berezina, K., Bilgihan, A., Cobanoglu, C. and Okumus, F., 2016. Understanding satisfied and dissatisfied hotel customers: text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), pp.1-24.
Han, H. and Hyun, S.S., 2015. Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, pp.20-29.
IBEF 2018.Indian Food Processing[Online]. Available at: https://www.ibef.org/industry/indian-food-industry.aspx (Accessed: 27 July 2018).
India’s food service industry: Growth recipe 2016. India’s food service industry: Growth recipe.[Online]. Available at: https://assets.kpmg.com/content/dam/kpmg/in/pdf/2016/11/Indias-food-service.pdf (Accessed: 27 July 2018).
Indian Food Services Industry: Engine for Economic Growth & Employment A Roadmap for Unlocking Growth Opportunities. 2018. Indian Food Services Industry Overview. Available at: https://ficci.in/spdocument/20969/foodzania-2017-report.pdf (Accessed: 27 July 2018).
Izogo, E.E. and Ogba, I.E., 2015.Service quality, customer satisfaction and loyalty in the automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), pp.250-269.
Kasiri, L.A., Cheng, K.T.G., Sambasivan, M. and Sidin, S.M., 2017. Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, pp.91-97.
Kaura, V., Durga Prasad, C.S. and Sharma, S., 2015.Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), pp.404-422.
Lee, J.S., Back, K.J. and Chan, E.S., 2015. Quality of work life and job satisfaction among frontline hotel employees: A self-determination and need satisfaction theory approach. International Journal of Contemporary Hospitality Management, 27(5), pp.768-789.
Liat, C.B., Mansori, S. and Huei, C.T., 2014. The associations between service quality, corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of hospitality marketing & management, 23(3), pp.314-326.
Lu, C., Berchoux, C., Marek, M.W. and Chen, B., 2015. Service quality and customer satisfaction: qualitative research implications for luxury hotels. International Journal of Culture, Tourism and Hospitality Research, 9(2), pp.168-182.
Murali, S., Pugazhendhi, S. and Muralidharan, C., 2016. Modelling and investigating the relationship of after-sales service quality with customer satisfaction, retention, and loyalty–a case study of home appliances business. Journal of Retailing and Consumer Services, 30, pp.67-83.
Popli, S. and Rizvi, I.A., 2015. Exploring the relationship between service orientation, employee engagement, and perceived leadership style: a study of managers in the private service sector organizations in India. Journal of Services Marketing, 29(1), pp.59-70.
Ramamoorthy, R., Gunasekaran, A., Roy, M., Rai, B.K. and Senthilkumar, S.A., 2018. Service quality and its impact on customers’ behavioral intentions and satisfaction: an empirical study of the Indian life insurance sector. Total Quality Management & Business Excellence, 29(7-8), pp.834-847.
Saleem, H. and Raja, N.S., 2014. The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle-East Journal of Scientific Research, 19(5), pp.706-711.
Su, L., Swanson, S.R. and Chen, X., 2016. The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, pp.82-95.
Xiang, Zheng, Zvi Schwartz, John H. GerdesJr, and MuzafferUysal. 2015. “What can big data and text analytics tell us about hotel guest experience and satisfaction?.” International Journal of Hospitality Management 44 (2015): 120-130.
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