Scribd
Upload
29 views12 pages

Ajay Kahar Presentation

The study investigates customer satisfaction in fast food restaurants in Kathmandu, focusing on factors such as food quality, ambience, and restaurant layout. It highlights the importance of customer satisfaction for business success and the competitive nature of the fast food industry. The research concludes that food quality, location, and a pleasant ambience significantly influence customer satisfaction and dining experience.

Uploaded by

kkaarrkkiissaacchhiinn
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
29 views12 pages

Ajay Kahar Presentation

The study investigates customer satisfaction in fast food restaurants in Kathmandu, focusing on factors such as food quality, ambience, and restaurant layout. It highlights the importance of customer satisfaction for business success and the competitive nature of the fast food industry. The research concludes that food quality, location, and a pleasant ambience significantly influence customer satisfaction and dining experience.

Uploaded by

kkaarrkkiissaacchhiinn
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 12

CUSTOMER SATISFACTION ON FAST

FOOD RESTAURANT :(A MIXED


METHOD STUDY WITH IN
KATHAMANDU METROPOLITAN
CITY WARD NO 10)

Presented by : Ajay Kumar Kahar


Rollno : 21155142
Introduction to customer satisfaction
 The fast food industry has experienced tremendous growth over the
past few decades. With the increasing pace of modern life, more
people are relying on fast food restaurants for quick and convenient
meals. This growth has intensified competition among fast food
chains, making it crucial for them to focus on customer satisfaction
to differentiate themselves from competitors. Importance of
Customer Satisfaction: Customer satisfaction plays a vital role in
the success of any business, including fast food restaurants.
Satisfied customers are more likely to return, recommend the
restaurant to others, and provide positive word-of-mouth, which
can attract new customers
Statement of Problem
 The purpose of this research was to investigate customer
satisfaction in fast food restaurants. In the competition market of
fast food restaurants the new entrants cause too much competition
in the market.
Customer satisfaction is the quality of the food served. Fast food
restaurants often face criticism for using low-quality ingredients,
unhealthy cooking methods, and a lack of nutritional value.
Research Questions
The following questions were developed to guide the study

⮚ How does the food quality impact on customer satisfaction?


⮚ Does the ambience influence customer satisfaction in the
restaurant industry?
⮚ Does the layout & design of restaurant location influence
customer satisfaction
Literature Review
Literature review was further subdivided into:

1. Theoretical Review
Theoretical review provided theoretical backup to
conduct the research after the review of several
theoretical literature, the literature review matrix and
respective explanation were as follows.
1.1Review of major literature

Author/ Key Knowledge


Researcher
Holak & Havelena Ambience of restaurant bring out
(1998) cheerful experience and memories
from the past which prompts the
consumer to consider the product for
purchase.
Rye, lee & Gonkim The restaurant ambiance play important
(2012) role in building restaurant image &
enhance the satisfaction of a customer.

Law, A. K et al. Results showed that waiting time, staff


(2004) attitude, food quality and food variety all
significantly affect customer satisfaction.

Qin, H., & Results indicated that Service quality and


Prybutok, V. R. food quality were two main determinants
(2009) of customer satisfaction.

Chen & ley. (2011) Restaurant location means, with respect to


any restaurant, the real property upon
which such restaurant is located. Location
of restaurants rarely affects consumer
satisfaction.

Oyekunle & There is a positive relationship between


Tiamiyar (2010) location of restaurant and customer
satisfaction.
Review of Nepalese literature
 Review of Nepalese literature

Study Findings

Timilsina, J. (2017) The study found that higher levels of food


quality leads to greater customer loyalty.

Karki, D., & Panthi, The research identified the ambiance and
A. service quality of customers in the Nepalese
(2018) restaurants of Finland.

Rai, B., & Rawal, M. There are significant relationships between


R.(2019) independent variables (location) and
dependent variables (brand preference).
Data Processing and analysis
 The data gathered from various sources and using
different tools and techniques, data coding will be
performed by transferring into SPSS software for further
research process. The raw data was carefully verified
and arranged in a systematic and logical format of tables
and charts in order to analyze meaningfully. A careful
steps and caution was considered in order to minimize
the possible errors. For qualitative data analysis,
descriptive as well as explanatory methods was used.
Percentage and average tools were applied to interpret
the data and descriptive statistical tools such as mean
and standard deviation.
Discussion
 Consumer satisfaction is the subjective tastes of individual
consumers, measured by their satisfaction with those items after
they've purchased them. This satisfaction is often referred to as
utility. Consumer value can be determined by how consumer utility
comparison between different items. The satisfaction of individual
consumers is not contained within the field of economics. These
satisfactions are dictated by personal taste, culture, education and
many other factors such as social pressure from friends and
neighbors. For example, someone who prefers to own a specific
brand of a Smartphone because his/her friends all have the same
brand. People often prefer some aspects of a product, but not others
and are satisfied with that.
Conclusion

⮚ The quality of food can greatly impact customer satisfaction and


dining experience.
⮚ A convenient and easily accessible location can enhance
customer satisfaction.
⮚ The ambience influences customer satisfaction by creating a
pleasant and memorable experience.
BIBLIOGRAPHY
 Aftab, J., Sarwar, H., Sultan, Q. U. A., &Qadeer, M. (2016). Importance of service
quality in customer satisfaction (A study on fast food restaurants).
Entrepreneurship and innovation management journal, 4(4), 161-171.

 Chun, S. H., &Nyam-Ochir, A. (2020). The effects of fast food restaurant


attributes on customer satisfaction, revisit intention, and recommendation using
DINESERV scale. Sustainability, 12(18), 7435.

 Davis, M. M., Maggard, M. J. (1990). An analysis of customer satisfaction with


waiting times in a two-stage service process. Journal of operations management,
9(3), 324-334.

 Karki, D., &Panthi, A. (2018). A study on Nepalese restaurants in Finland: How


food quality, price, ambiance and service quality affects customer satisfaction.

 Khan, S., Hussain, S. M., & Yaqoob, F. (2013). Determinants of customer


satisfaction in fast food industry a study of fast food restaurants Peshawar
Pakistan. StudiaCommercialiaBratislavensia, 6(21), 56.
. Rai, B., &Rawal, M. R.(2019), Consumers' Preference of Fast Food
Items in Kathmandu Valley.

. Tama, B. A. (2015). DATA MINING FOR PREDICTING CUSTOMER


SATISFACTION IN FAST-FOOD RESTAURANT. Journal of Theoretical
& Applied Information Technology, 75(1).

. Timilsina, J. (2017). Identification of Factors Affecting Customer's


Satisfaction for Fast Food Menu. he Nepalese M, 63.

THANK YOU

You might also like