Importance of Customer Satisfaction in the Hospitality Industry: A Case Study on Nando's

RESEARCH PROJECTS

Abstract

Table of Contents
Abstract............................................................................................................................................2
Table of Contents.............................................................................................................................3
CHAPTER ONE..............................................................................................................................4
Introduction..................................................................................................................................4
Background..................................................................................................................................4
Research Aim...............................................................................................................................4
Research Objectives.....................................................................................................................4
Rationale......................................................................................................................................4
CHAPTER TWO.............................................................................................................................5
Literature Review........................................................................................................................5
CHAPTER THREE.........................................................................................................................9
Research Methodology................................................................................................................9
CHAPTER FOUR.........................................................................................................................11
Interpretation and Analysis........................................................................................................11
CHAPTER FIVE...........................................................................................................................16
Conclusion.................................................................................................................................16
Recommendations......................................................................................................................16
REFERENCES................................................................................................................................1
APPENDIX A..................................................................................................................................2

CHAPTER ONE
Introduction
The current research will basically highlight the importance of customer satisfaction in the
hospitality industry and will also provide the appropriate recommendations based on the
satisfaction level at Nando’s restaurant (Amblee, 2015).
Background
Nando’s Notting Hill located in the Notting Hill, London is an Afro-Portuguese chain restaurant
and serves chicken to the customers. It is an extremely favourite joint of the celebrities and also
puts up exciting offers for the students and other age group of people that are visiting the
restaurants. This company will be used in the current research so that appropriate conclusions
can be drawn regarding the cleanliness and its impact on customer satisfaction level.
Research Aim
To identify the relationship between cleanliness and customer satisfaction. A case study
on Nando's, Notting Hill, London.
Research Objectives
 To understand the concept of customers satisfaction.
 To analyse the impact of cleanliness on customer satisfaction in Nando’s.
 To ascertain the challenges that arises in maintaining cleanliness.
 To provide appropriate recommendations in order to incorporate cleanliness with
customer satisfaction.
Rationale
The issue of the research which is faced by Nandos restaurant is that customer
satisfaction due to the cleanliness in the restaurant. The reason for choosing this topic was to
understand the importance of cleanliness in the restaurant as customer always look for the
restaurant who is having high level of the hygiene in the restaurant. The reason for choosing this
topic was that Nandos restaurant was trying to understand the importance of Nandos restaurant in
the restaurant as their were many feedback regarding the cleanliness in the restaurant.