Employee Satisfaction & Customer Service

This assignment delves into the crucial link between employee satisfaction and customer service quality within the restaurant industry. Students will analyze research on how employee morale directly influences the quality of customer service provided. The assignment likely includes tasks such as reviewing relevant studies, evaluating the impact of specific factors on employee satisfaction, and proposing strategies to enhance both employee well-being and customer satisfaction in a restaurant setting.

Research Project
RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND
BUSINESS SUCCESS Reference: LEDBURY RESTAURANT LONDON

TABLE OF CONTENTS
........................................................................................................................................................5
Rationale.................................................................................................................................6
Significance of the research....................................................................................................6
Aim of the research................................................................................................................6
Objectives of the study...........................................................................................................6
Research questions.................................................................................................................6
Literature Review...................................................................................................................7
LO1. 1.1 Formulate and record possible research project outline specification....................7
1.2 Factors that contribute to the process...............................................................................7
1.3 Critical review of key references......................................................................................8
Methodologies................................................................................................................................11
Research Philosophy............................................................................................................11
Research method..................................................................................................................11
Research Instruments............................................................................................................11
Research Nature....................................................................................................................11
Research Design...................................................................................................................12
Research Approach...............................................................................................................12
Research Strategy.................................................................................................................12
Sampling...............................................................................................................................12
Ethical issues........................................................................................................................12
c) Reliability and validity of research method.....................................................................13
1.5 Appropriate plan.............................................................................................................13
Gantt Chart...........................................................................................................................13
Data Analysis and interpretation....................................................................................................14
Data analysis.........................................................................................................................14
Data interpretation...............................................................................................................15
Findings and discussions................................................................................................................19
Conclusion and Recommendation.................................................................................................20
REFERENCES..............................................................................................................................21

Appendix..............................................................................................................................23

Illustration Index
Illustration 1: Theme 1.....................................................................................................................9
Illustration 2: Theme 2...................................................................................................................10
Illustration 3: Theme 3...................................................................................................................11
Illustration 4: Theme 4...................................................................................................................12
Illustration 5: Theme 5...................................................................................................................13

Title: Title: customer satisfaction upon business success.
Reference: Led bury restaurant London
The aim of this project is
To identify the importance of customer satisfaction within the restaurant.
To assess the relationship between customer satisfaction and business success
To determine different factors that can bring enhancement in the level of
customer satisfaction.
Rationale: The rationale for selecting this topic
The main aim of selecting this topic is to identify satisfaction level of customer
upon business success in Led bury restaurant and this attains desired results.
Through carrying out the research it helps in understanding the significance of
customer satisfaction in relation to attain desired success.
Main task :
Methodology
How are you
going to
conduct your
research?
I would be using:
-Exploratory research by understanding the problem
-data analysis
-secondary research
-primary research.
Sources of
Information:
Primary Data:
Secondary data References so far:
Questions: 1. What are the reasons …..?
2. What are the current practices followed……
3. Recommending …….
Supervisor’s signature: ...………………………………. Date: ……………………

Literature Review
Customer satisfaction is considered as the essence of any business enterprise. Therefore,
service industry focuses upon improving the level of service quality so that more number of
customers can be attracted in order to enhance the sales and profitability of firm. It is significant
of hospitality industry to identify the needs of customers so that they can provide those required
goods or service and thus attain desired results. Apart from this, it is essential for firm to enhance
employee morale as it plays a crucial role in delivering quality services to improve client base
within enterprise. Business needs to identify the expectations of customers and employee need to
deliver the same so that satisfied customers always visit the restaurant again. It is essential for
firm to provide clients a memorable experience by delivering dynamic service quality and
receiving quick service response to bend the standard practices. It involves welcoming guest by
offering them a welcome drink and providing them customized menu item available in the
restaurant. Customers want to feel they are give priorities and thus staffs needs to anticipate the
needs of clients and deliver the services accordingly (Karatepe and et. al., 2014).
It involves different factors that helps in contributing results within the project that
involves customer satisfaction survey, employee encouragement methods etc. All such methods
help in contributing to business success so that desired results can be attained. Customers are
considered as the main essence of any firm and thus it is essential for firm to identify their needs
and provide them proper products or services to attain satisfaction. Therefore, through satisfying
customer needs it helps firm to attain business success and give tough competition to rivals.
Business provides proper training to their employees in order to enhance their skills and
capabilities so that they can render the best customer service to enhance customer base (Assaf
and Magnini, 2012). It assists in enhancing the sales and profitability of firm in market. There
are different studies carried out in relation to particular topic which helps in assessing that
customer satisfaction is the crucial aspect within service industry and thus restaurant and
hospitality businesses focus upon identifying individual needs in order to provide them proper
goods or services and attain satisfaction. Here, top management of restaurant needs to encourage
the workforce in regard to attain customer satisfaction. Thus, it helps business to gain financial
benefits in the form of success (Athanasopoulou, 2012).
Further, restaurant sector is mainly dependent upon the customer satisfaction. As
satisfied, clients will visit again for repeat purchase. Therefore, it is essential for business to

employ skilled employees in regard to render quality services to guests and enhance their
satisfaction. Also, it involves wide range of competition in the restaurant industry and each and
every business competes with each other in order to provide customized services so that client
base can be enhanced up to a great extent (Deng, Yeh and Sung, 2013). Through improving
customer satisfaction it helps in attaining business success. In the current study, Ledbury
restaurant has been chosen which is located in London, England. Business aims to deliver quality
services to clients and gain their satisfaction so that business success can be attained (Hanks,
2014).
Jung and Yoon (2015), stated that customer satisfaction is considered as the essence of
any business enterprise. Therefore, service industry focuses upon improving the level of service
quality so that more number of customers can be attracted in order to enhance the sales and
profitability of firm. It is significant of hospitality industry to identify the needs of customers so
that they can provide those required goods or service and thus attain desired results. Apart from
this, it is essential for firm to enhance employee morale as it plays a crucial role in delivering
quality services to improve client base within enterprise (Jung and Yoon, 2015). Company
should provide timely training to employees in order to improve their performance and thus
render quality services to guests in order to attain business success. Different motivational
benefits in the form of monetary and non-monetary rewards are rendered to employees that help
in enhancing the morale of workers so that they are able to deliver best services to guests and
attain satisfaction. However, Karatepe and at. al., (2014), argued that it is essential for firm to
adopt effective customer satisfaction strategies in relation to attain desired success. It helps in
improving business performance so that sales and profitability can be attained. Business needs to
identify the expectations of customers and employee need to deliver the same so that satisfied
customers always visit the restaurant again. It is essential for firm to provide clients a memorable
experience by delivering dynamic service quality and receiving quick service response to bend
the standard practices. It involves welcoming guest by offering them a welcome drink and
providing them customized menu item available in the restaurant. Customers want to feel they
are give priorities and thus staffs needs to anticipate the needs of clients and deliver the services
accordingly (Karatepe and et. al., 2014). Customer satisfaction is crucial as it helps in providing
marketing department and business owners regarding measuring the success of firm. Restaurant
aims to build their own brand image in market so that large number of customers can be attracted

towards firm so that positive relationship can be build. Rendering quality services helps firm to
retain loyal customers for long term. Also, attaining customer satisfaction requires firm to update
their customers by providing them information regarding new food menu or any other changes in
the business so that they can consume the same in order to enhance satisfaction (Kasim, 2015).
As per the view of Kim and at. al., (2013), there is a positive relationship between
customer satisfaction and business success. It is essential for service industry to anticipate the
needs of clients and provide them the same products to attain success. Through providing
excellent customer service it assists firm to maintain sound relationship with clients and improve
business performance. It also helps them to make loyal customer base and achieve organizational
targets (Kim and et. al., 2013). It is essential for top management of firm to assess that retaining
loyal customers will help firm to attain business success. Thus, it also helps in making repeat
purchase and provides referrals to other so that sales and profitability of firm grows. For
instance, if firm knows their customers well than it is easy for them to make satisfied and hence
achieve business success. Knapp (2010), stated that it is also significant for firm to solve the
complaints of customers when they are not happy from the products or services. Thus, through
such way it helps in improving the relationship among business and customers. Restaurant
owners are required to hire skilled employees and provide them required training which helps
them to identify the needs of clients and provide them required services so that it makes them
satisfied. Hence, this results in improving business performance and attaining success (Knapp,
2010). Therefore, solving customer complaints is the best way to retain satisfied customers for
long term within firm. According to the McGrath and O'Toole (2012), maintaining level of
customer satisfaction helps in creating positive impact upon firm's success. Therefore, it is
essential for management of restaurant to provide motivation to their workers so that they can be
encouraged in order to render quality services to guests and attain business goals (Treyti, 2008).
Providing excellent customer service helps firm to attain competitive edge over rivals and
improve its performance in market. It can be assessed that satisfied clients increases mouth
publicity of restaurant and thus which helps in enhancing the brand image of firm in market so
that success can be attained (McGrath and O'Toole, 2012).
As per the Moodley (2007), it involves different factors which help in bringing
enhancement in the customer satisfaction within restaurant. However, it is essential for firm to
create effective technical implications within firm so that clients can be satisfied from the

services and visit the restaurant regularly. It helps organization to improve their performance and
attain desired results. Restaurant owners are required to train their employees so that they can
quickly solve the issues of guests and provide them better customer convenience. Workers need
to anticipate the requirements of clients so that appropriate service delivery process should be
rendered in order to enhance the sales and profitability of firm in market (Moodley, 2007).
Hence, it can be assessed that customer satisfactions possess direct impact upon the business
performance. Shing, Koh and Nathan (2012), stated that there are different factors that helps in
improving customer satisfaction such as communication which helps in enhancing individual
satisfaction so that it ensures them to deliver best services to clients and attain results. Employees
are required to behave confidently so that they can deal with people who know what they are
doing and thus rendering quality services to clients so that best results can be attained (Solnet,
2006). Further, staffs needs to work efficiently in relation to build customer confidence so that
performance of individual can be enhanced in order to meet their needs and take right decision.
Always provide timely solution of the problems faced by customers so that they can be retained
for long term within firm (Shing, Koh and Nathan, 2012). Hence, all such factors assist in
improving customer satisfaction and bringing positive results so that success can be attained.
Customer satisfaction is the best tool that helps in enhancing the performance of business and
attaining desired goals (Wu and Lu, 2012).
Rationale
The research aims to identify customer satisfaction level in Ledbury Restaurant London.
Present research study aimed at identifying impact that customer satisfaction have on firm
performance. The main aim of selecting this topic is to identify the impact of customer
satisfaction upon business success and thus attain desired results. Through carrying out the
research it helps in understanding the significance of customer satisfaction in relation to attain
desired success within firm. Through this research work organisational will be able to determine
various factors that are influencing clients. On the basis of that companies will be able to make
necessary changes and satisfy their users. During this process various factors are considered such
as employees motivation, skills, production, etc.
Gnatt chart

Figure 1GANTT chart
Title of assessment
Association amid of customer satisfaction and business success- a case reference to Ledbury
Restaurant, London
Aim of the research
The aim of the study is “To assess the relationship between customer satisfaction and
business success- a case reference to Ledbury Restaurant, London.
Objectives of the study
 To identify the importance of customer satisfaction within Ledbury Restaurant.
 To assess the relationship between customer satisfaction and business success.
 To determine different factors that can bring improvement in the level of customer
satisfaction within restaurant.

Significance of the research
This research work is considered as one of the most significant step of the company. With
the help of this process firms are able to identify various factors that are decreasing satisfaction
level of the customers, due to which growth and profitability of the company is gradually
decreasing. Through this process they are able to determine those factors and on the basis of that
take necessary steps. Another important factors is it contributes into the improved quality of the
services. If the quality of these are promising customers automatically get attracted towards the
products. Along with this techniques are also very important for producing quality services. On
the basis of above findings it is identified that organisation are also considering several factors
in order to meet demands of their customers and satisfy them.

Research questions
 What are the importance of customer satisfaction within Ledbury Restaurant.
 What is the relationship between customer satisfaction and business success.
 What are the different factors that can bring improvement in the level of customer
satisfaction within restaurant.

Methodologies
Research method
The present report that is carried on customer satisfaction and business success will
consist of both the data collection methods i.e. primary and secondary data collection method.
The primary data will be used for gathering fresh and new information in respect to satisfaction
level that customer have towards relevant firm (Mackey. and Gass, 2015). Various methods are
available such as questionnaire, survey, interview etc and former technique will be used to gather
data in respect to customer satisfaction at restaurant Ledbury. On the other hand secondary data
collection method will be used for gathering existing data from different sources such as
newspapers, books, journals, articles, etc. It will help the analyser in order to develop deep
understanding about the issues.
Research Instruments
There are many techniques that are used for collection of data. Data for present research
study will be taken by distributing questionnaire among respondents. These questionnaire will be
related to satisfaction level in respect to restaurant Ledbury services. Sample of 40 people will be
taken for data collection. 6 questions were developed in the questionnaire in respect to
satisfaction level that customers have from the business firm. In this process various questions
will be develop based on the different factors related to customer satisfaction. In this step these
questions are asked from the knowledgeable person due to which quality of the results
automatically get increased. .
Research Nature
Exploratory research will be carried out in present research study so as to identify
relationship that customer satisfaction have on restaurant performance. Relevant approaches will
be used in the present research study to analyse facts in better manner. The research work is
based on the exploratory nature, due to which individual will be able to develop deep
understanding about the factors that affect satisfaction level of people from restaurant Ledbury.
On the basis of that analyser can determine elements that are influencing outcomes. In order to
overcome them necessary strategies can be applied for maximising customer satisfaction level.

Research Design
Research design refers to the process through which investigator will be able to develop a
strategic overview in order to gather meaning information. In this process various designing
methods are available such as descriptive, exploratory, etc. The present report is implementing
exploratory research design process, because in past very few of researches in respect to
customer satisfaction in relation to restaurants were carried out.
Quantitative data generated from questionnaire: Questionnaire covered series of questions
which will be asked from respondents. Numerical data will be gathered from 40 respondents in
respect to satisfaction level that they have from restaurant.
Research Approach
The present research will be based on the inductive research work. It
helps the analyser in gathering information based on the hypothesis and assumptions that are
made about people satisfaction level from restaurant Ledbury. On the basis of that various
methods and tools will be used for gathering meaningful information.
Sampling
In order to carried out research on satisfaction level that customers have from mentioned
restaurant simple random probability sampling in order to select sample from the population. In
research 40 customers will be taken and questionnaire will be given to them to fill their
responses and obtain accurate results without any biasness (Herek, 2012).
Ethical issues
Here, scholar needs to adopt corrective action so that problems can be overcome and thus
manager of restaurant is required to maintain privacy issues so that information could not be
shared with other individuals. Hence, it is essential for researcher to protect the data effectively
and thus does not obstruct the information (Hunleth, 2011).
c) Reliability and validity of research method
At the time of carrying out the study, both validity and reliability issues will be taken in
to consideration. Hence, it is essential for them to obtain desired information so that a both
primary and secondary source of collected data helps in obtaining reliable information. Further,
different sources those are required for collecting data requires being authentic and thus it needs
to be reliable and validate so that issues can be overcome (Gast and Ledford, 2014).

1.5 Appropriate plan
Here, a 16 weeks plan has been prepared which involves different activities in regard to
accomplish the task. Also, it starts with the planning of research proposal and ends to final
submission to tutor. Later, data analysis has been carried out through formulating questionnaire
and collecting responses from customers so that customer satisfaction within restaurant can be
assessed. It also helps in assessing that the thematic analysis has been prepared by adopting
qualitative research tool. Here, both primary and secondary data collection methods are used in
order to gather data or information from respondents.
Gantt Chart
Task
Mode Task Name Duration Start Finish Predecessors
Manually
Scheduled Draft of research proposal 5 days Oct 25 '17 Oct 31 '17
Manually
Scheduled
Developing aims and
objectives 1 day Oct 26 '17 Oct 26 '17 1
Manually
Scheduled Review of literature 5 days Oct 27 '17 Nov 2 '17 2
Manually
Scheduled Research methodology 3 days Oct 27 '17 Oct 31 '17 1,2
Manually
Scheduled Primary data collection 11 days Oct 30 '17 Nov 13 '17 1,2,3
Manually
Scheduled
Analysis and
interpretation of data 2 days Oct 30 '17 Oct 31 '17 3,4
Manually
Scheduled Conclusion 1 day Oct 31 '17 Oct 31 '17 5
Manually
Scheduled Recommendations 1 day Oct 31 '17 Oct 31 '17 6
Manually
Scheduled Submission to tutor 1 day Oct 31 '17 Oct 31 '17 5,6
Manually
Scheduled
Modifying as per
feedback 3 days Nov 1 '17 Nov 3 '17 7
Manually
Scheduled Final submission to tutor 1 day Nov 1 '17 Nov 1 '17 8

Figure 2GANTT chart
Tasks 4,6,7,8,910 and 11 can be delayed and apart from this if other activities will be delayed
then project cost will enhance. Project critical path is 1+2+3+5 = 22 days.
Data Analysis and interpretation
Data analysis
This is one of the most important chapter because in same data collected from
quantitative research are analysed in proper manner and structured well so that useful
information can be gathered easily.
The main aim of research study is to explore relationship between customer satisfaction
and firm performance in respect to mentioned restaurant.
It can be stated that research evaluation techniques play a crucial role in regard to assess
the outcomes and focuses upon achieving desired targets. Following are the evaluation
techniques carried out within current study-
 Questionnaire- Adopting such survey method is effective in regard to achieve specific
results for the study. Researcher formulates close ended questions that helps in analysing

particular answers from the selected respondents. It helps scholar in achieving reliable,
authentic and fresh data for research.
 Thematic analysis- It is another evaluation technique that is used for carrying out data
analysis and determines the results by drawing pie charts and graphs. It also helps in
measuring valid and reliable results for the research.
Data interpretation
Theme 1: Products or services offered by restaurant are satisfactory.
Figure Products or services offered by restaurant are satisfactory
Interpretation:
From the above diagram it can be stated that 13 out of 40 customers are strongly satisfied
from the products or services offered by restaurant. While, 9 customers are satisfied from the
same so that success can be attained within firm. On the other hand, 2 clients are neutral means
they are neither satisfied not dissatisfied from the statement. However, it is essential for business
to render quality services or products to guests in order to attain satisfaction so that set targets
can be attained effectively. Further, there are 7 customers who are dissatisfied and 9 customers
who are strongly dissatisfied from the statement.
Theme 2: Quick response is the factor that affects customer satisfaction within business.

Figure 3 Quick response is the factor that affects customer satisfaction within business
Interpretation
From the above pie chart it can be stated that there are different factors that influence
customer satisfaction within firm. Quick response from employees in order to solve customer
problems is the factor that influences customer satisfaction and achieve desired results. 14 out of
40 customers states that quick response factor affects customer satisfaction within restaurant and
thus it raises sales and profitability of firm. 10 customers’ response to communication factor as
they think that it is the key factor to enhance customer satisfaction. While, there are 7 customers
who assesses that reputation of restaurant is the key factor to affect customer enhancement and 9
customers thinks that feedback collected from them time to time is the key factor to enhance
customer satisfaction.
Theme 3: Customer satisfaction affects business success.

Figure Customer satisfaction affects business success
Interpretation
It can be concluded from the above theme that 25 out of 40 customers signifies that
customer satisfaction is the main factor that helps in attaining business success. It can be
assessed that people relies on the fact that customer satisfaction helps firm to enhance their
opportunities and thus bring positive results to attain desired results. However, the main reason
behind this is that service industry focuses upon improving customer loyalty and retains them for
long term within firm to attain high profits. On the other hand, 15 clients respond that there are
not satisfied from the fact that customer satisfaction influences business success. While, it is
essential for firm to render quality services to clients in order to make them happy and satisfied.
Theme 4: Individual is satisfied from the services offered as it improves the customer
loyalty within firm.
Figure 4 Individual is satisfied from the services offered as it improves the customer loyalty
within firm

Interpretation
It can be accessed from the study that 27 out of 40 customers assess that customers are
highly satisfied from the products or services offered to them as it helps in improving customer
loyalty within firm. It helps business to retain customers for long term within enterprise and
improve the sales and profitability of firm. On the other hand, 13 customers view that they do not
think that products or services offered to them helps in improving customer loyalty within firm.
Theme 5: Customers are satisfied from the company service representatives.
Figure 5 Customers are satisfied from the company service representatives
Interpretation
It can be assessed that 7 out of 40 customers strongly disagree from the fact that they are
satisfied from the company service representative in relation to rendering quality services to
guests. While, there are 5 customers who were somewhat disagreed to the face that employees of
the restaurant were delivering quality services to guests. I customer was neutral means neither
agree nor disagree to the fact. On the other hand, 12 customers were somewhat agree while 15
customers were strongly agreed to the statement that customer service representatives of the
restaurant were delivering quality services to customers in order to enhance the sales and
profitability of firm in market.

Findings and discussions
On basis of analysis of facts it can be said that there are majority of respondents who
think that products and services provided by the firm are up to satisfaction level and meet their
needs and wants. Thus, it can be said that firm is giving response to its customers quickly and it
is the major factor that is satisfying them. Apart from this, feedback received and action taken on
same is another factor that have impact on their pleasure level. Results are also reflecting that
customer satisfaction is the key of business success which means that making available products
is not sufficient, it is also important to take reviews from customers and taking action upon it so
that service can be modified in short duration. Increase in customer satisfaction have multiple
advantage to the firm and enhancement in loyalty is one of them. If service quality will be good
firm positive image will be created among customers which will motivate them to further take
company services to fulfil needs and wants. Facts are also revealing that customers are satisfied
with the company service representatives which means that they are taking feedback from
customers in proper manner and management is working on it which ultimately lead to
enhancement in their satisfaction level from the firm. There are various information’s are
gathered with the help of primary and secondary data collection methods. In order to collect
primary data, questionnaire is developed on the basis of that various factors are identified that are
influencing customer satisfaction level such as services representative is not effective. On the
basis of the above analyses it is identified that customer’s dissatisfaction is creating direct impact
on the growth and profitability of the company. In order to overcome these issues necessary steps
are required. In this sequence the quality of services of the company is also not effective. The
major reason behind this problem is identified as employees performance, due to which quality
of the services are influencing. It is observed that that more than 35% customers are providing
quick response for the products and services that are offered by the company. On the analysis of
facts it is analysed that that more than 6.75% customers are satisfied from the services offered by
the company. It improves the customer loyalty within firm but this percentage is not sufficient. It
is also find out that that more than 37.5% customers are strongly disagree and dissatisfaction
with the services representative of the company and customer satisfaction is the area where there
is need to give due emphasis to improve performance.

Conclusion and Recommendation
 On the basis of above research work it is inferred that customer satisfaction is one of the
essential factor for the growth of the company. If organisations are failed to meet their
needs and demands it crates direct impact on their growth and profitability. In order to
overcome these and maximise profitability some necessary recommendations are
provided.
 It can be recommended from the study that customer satisfaction is the most crucial part
within firm in order to attain desired success. Improving customer services helps in
enhancing the sales and profitability of business and overcome competition from rivals.
 It could be suggested that restaurant needs to train their employees in order to render
quality services to guests so that satisfaction can be attained.
 Also, it is essential for business to anticipate the needs of customers and then provide
them appropriate products or services so that customer satisfaction can be attained in an
effective way.
 It can also be recommend that researcher can carry out further research in different areas
such as identifying the motivational factors in order to provide different encouragement
to employees in order to improve their morale and render best services to clients.
 Further, scholar also assesses different factors that helps in improving customer
satisfaction by rendering quality services to guests and retain them for long term within
business.

REFERENCES
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Online
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Appendix
Questionnaire
Demographic details
Name
Age
Gender
 Male
 Female
1. Do you find the services or products offered by restaurant satisfactory?
Strongly satisfied
Satisfied
Neutral
Dissatisfied
Strongly dissatisfied
2. What are the factors that affect customer satisfaction within business?
Communication
Reputation
Quick response
Feedback from clients
3. Do you assess that customer satisfaction influences business success?
Yes
No
4. Do you think that individual is satisfied from the services offered as it improves the
customer loyalty within firm?
Yes
No
5. Overall, are you satisfied from the company service representatives? Part off appendix
Strongly disagree
Somewhat disagree

Neither agree nor disagree
Somewhat agree
Strongly agree
6. Considering your current experience with the restaurant, how likely you find the services
better and would you recommend to other friend or colleague?
______________________________________________________________________________
______________________________________________________________________________
___________________________________________________________________________