Evaluating Food Quality's Impact on Customer Satisfaction at Ginger

This report investigates the impact of food quality on customer satisfaction at Ginger Restaurant in Harris Park. It begins by establishing the link between customer satisfaction and service quality, highlighting the restaurant's aim to achieve success through improved service delivery. The study addresses the managerial challenge of market research and understanding customer needs, employing the Kotler Model of customer satisfaction. The research methodology utilizes a quantitative approach with systematic reviews and questionnaires to gather data on customer perceptions. Results from the questionnaires reveal varying opinions on the factors influencing customer satisfaction, including venue, service, price, location, personnel, and internet connection. The report concludes by emphasizing the importance of meeting customer expectations and providing high-quality services to foster customer loyalty. Desklib provides access to this and other solved assignments.

Impact of food quality on
customer satisfaction in Ginger
(Indian Restaurant) Located in
Harris Park

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.

services quality and customer
satisfaction
 Services quality can be explained as the
level at which the service meets the
expectations of the customer.
 When the level of service meets the
expectation of the customer, the quality is
high.
 However, when the level of service fails to
meet the expectations of the customer, the
quality is low.
 Customer satisfaction is the aspect of
meeting the expectations of the customer.

Dimensions of service quality
 Service quality has three essential dimensions
which are staff, materials, and physical facilities.
 Service quality can also be categorized into
technical quality and functional quality.
 Service quality involves technical, functional, and
environmental quality (Su, Swanson, and Chen,
2016).
 The quality of services that are delivered in any
organization has an effect on the organization as a
whole.
 The reason behind it is associated with the fact that
services have an impact on customer satisfaction.

Customer satisfaction
 Customer satisfaction is used to drive the business
world.
 Customer satisfaction is the aspect of delivering to
the needs and expectations of the customer thus
increasing the satisfaction level.
 Customers are defined as essential stakeholders who
seek to purchase the services or products of a
company with the aim of meeting their needs and
expectations.
 Customer satisfaction can lead to the organization or
brand loyalty (Su, Swanson, and Chen, 2016).
 Most customers will always opt to purchase from the
companies that have met their needs.

Factors influencing customer
satisfaction in the hotel industry
 Location is one of the factors that affect customer
satisfaction (Su, Swanson, and Chen, 2016).
 When a business is located in a place where it is easy to
access, the customers choose to purchase from the
place.
 The second factor is the prices of products or services.
 When the prices are fair, customer satisfaction is
promoted.
 Personnel also affects customer satisfaction (Xiang et al.
2005).
 The internet connection also affects the level of
customer satisfaction, and this is because the internet
has become a necessity (Su, Swanson, and Chen, 2016).

research methodology summary
 The research methodology will promote a
systematic understanding of the issue at hand.
 Different tools to be outlined with the purpose
of identifying the best ways to collect data.
 The methodology section is essential because
without it there would be no data.
 Data can only be collected using different
methods and tools as well (Su, Swanson, and
Chen, 2016).
 The methodology plays an essential role in the
completion of the research.

research approach and justification
 The research is essential because it will answer
the research question.
 Different approaches will be utilized to collect
the data.
 The approaches must be reliable for the sake of
making sure that the data collected is reliable.
 The theoretical understanding will also come in
handy.
 Exploratory and descriptive approaches do not
fit into this research, and this is because of the
findings that are expected to be made.

data collection techniques
 The quantitative approach will be used in
collecting data for this research.
 The methods of collecting the data will be
systematic review and questionnaires
 Questionnaires will focus on primary research
and systematic review of secondary research.
 The methods will help to identify the meaning
and concepts of customer satisfaction in the
case of Ginger.
 The methods will also help in answering the
research question.

Gantt chart
 Timelines are essential to any research.
 The methodology consists of the activities
and the time that they will take.
 In the case of the research, the Gantt chart
will help to know the timeframe of the
research.
 All deliverables will also be outlined as well.
 Each deliverable will be assigned its times,
and this will provide a slight idea of what
time it will take to complete the research.

Presentation of the results
 This section is the most important to the research
 It will help to analyze the data and come up with
the results
 The data will be analyzed in line with how it was
collected.
 The results aim to make sure that the research
question has been answered.
 The results will be divided into two categories;
results from the systematic review and results from
the questionnaires.
 Ethical standards will be upheld in the process of
presenting the results.

Results from the
questionnaires
 The number of questionnaires used was 30,
and each participant had his or her opinion.
 The questionnaires wanted to understand if
the participants understood customer
satisfaction.
 At the same time, the questionnaires wanted
to know if there is a connection between
service quality and customer satisfaction.
 The participants were given a chance to offer
recommendations and advice to Ginger
Restaurant.

Results of 18 participants
 The participants stated that customer satisfaction
is the aspect of making sure that the needs of the
customers are met.
 The participants classified the needs of the
customers into different sections.
 The first section was associated with the venue
where the services are offered.
 The section of the venue was associated with the
management (Izogo, and Ogba, 2015).
 The second section was associated with the
services, and this was associated with the
employees.

Results from the 18 participants
 The participants stated that an organization and
the employees satisfy a customer differently.
 An employee might provide the best services, but
the organization lack the resources to help the
employees.
 The customers understand, and in this case, they
lose faith in the organization but have faith in the
employees.
 When the company provides a suitable
environment, the service quality is affected, and
therefore the satisfaction comes from the
management (Izogo, and Ogba, 2015).

Results from the 18 participants
 The participants agreed that there is a
connection between the service quality and
customer satisfaction.
 When the quality of services offered is high,
the customers are satisfied.
 However, when the quality is low, the
satisfaction levels decrease.
 The participants stated that they would
rather seek the services of an expensive
institution that has better services than a
cheap one that has poor services.

results from 18 participants
 When it came to the question of the factors that
affect customer satisfaction, the participants gave
the following views.
 They stated that the location of the business is
essential.
 The reason why location is essential is that of the
accessibility.
 Customer satisfaction is fostered by continuous
interaction between a customer and the service
provider (IBEF, 2018).
 For a customer to have continuous interactions, he or
she must have uninterrupted access to the business.

Results from 18 participants
 The price of the products and services was also
termed to be a factor that affects customer
satisfaction.
 When the prices are low, the customers flock in,
but when the prices are high, the customers feel
like the company is taking advantage of them
(Izogo, and Ogba, 2015).
 The employees also affect the level of customer
satisfaction.
 When the employees treat the customers with
respect, the level of customer satisfaction is
increased.

Results from the 18 participants
 The internet connection was also termed as
one of the factors that affect the satisfaction
of the customers.
 In the modern world, the internet has
become essential.
 In the hotel industry, customers want to
enjoy their meals as they see what is
happening in the world.
 The availability of the internet comes in
handy to make sure that the satisfaction
level is boosted (Izogo, and Ogba, 2015).

Results from 5 participants
 The five participants stated that they knew the
definition of customer satisfaction.
 They explained customer satisfaction as the
aspect of making sure that what the customer
wants is provided.
 They stated that customer satisfaction is mostly
affected by the company.
 The reason behind it is because organizations
make decisions that affect the operations.
 Therefore, no matter the dedication of the
employees, the final determinant is the
organization.

Results from 5 participants
 The five participants stated that customer
satisfaction is associated with how the
customer is served and the products or
services that are offered (Saleem, and
Raja, 2014).
 They refuted that the environment is not a
factor to affect customer satisfaction.
 According to the participants, what should
matter to the customer is how he or she is
treated and not how the rest are treated.

Results from 5 participants
 The participants stated that the location of a
place has no effects on the satisfaction level.
 They stated that as long as one is treated right
and with respect, he or she can choose to seek
the services far away.
 The participants believed that customer
satisfaction is an aspect that has an influence on
the behaviors of the customers.
 All that is needed is to meet the needs of the
customers, and after that, the customer can
sacrifice to seek the services and goods of the
company.

Results from 5 participants
 The price of the products and services was
refuted to have an effect on customer
satisfaction.
 The participants employed the logic of
“cheap is expensive” to explain their position.
 As far as the participants were concerned, the
prices of products affect people of different
social classes and not the satisfaction levels.
 The participants stated that a customer could
buy a product at a very high price as long as
the quality of services is exceptional.

Results from 5 participants
 When it came to the aspect of the personnel,
the participants stated that personnel have an
effect on customer satisfaction.
 The way a customer is treated affects him or
her directly. Therefore, if there are employees
who are not treating the customers well, the
customers’ satisfaction level is affected
(Ramamoorthy, R., Gunasekaran, Roy, Rai,
and Senthilkumar, 2018).
 The participants stated that this should be the
only consideration for customer satisfaction.

Results from 5 participants
 The participants disagreed that the
connection of the internet has an effect on
the customer satisfaction level.
 They stated that the mobile service providers
have invested in providing data to the
subscribers and since the customers do not
stay for long at the restaurant, the internet
connection cannot be an issue.
 The participants emphasized that there is no
need to consider the internet when talking
about customer satisfaction.

Results from 7 participants
 The rest of the participants gave different results,
but they agreed with the rest in some areas.
 The participants demonstrated the ability to
define customer satisfaction.
 The participants associated customer satisfaction
with the management (Murali, Pugazhendhi, and
Muralidharan, 2016).
 They stated that any other factor that affects
customer satisfaction is connected to the
management in one way or another.
 The management of a company makes all the
decisions.

Results from 7 participants
 The participants stated that price, location, and
internet connection should not be linked to
customer satisfaction (Kaura, Durga Prasad, and
Sharma, 2015).
 They stated that the quality of services offered
by the employees should be the main focus.
 According to the participants, the employees
should also not have an effect on the level of
customer satisfaction (Liat, Mansori, and Huei,
2014).
 The reason behind it is because they are under
the management of the company.

Results from 7 participants
Fig 1
 All the findings that were analyzed during
the systematic review took one position.
 They all agreed that customer
satisfaction is affected by the quality of
services.
 The minor issues seemed not to have
effects on customer satisfaction (India’s
food service industry: Growth recipe,
2016).
 All a customer needs is to be respected
and to be valued.
 The diagram shows service quality is at
the heart of customer satisfaction and
loyalty.

Final Results
Fig 2
 According to the results of the
materials and participants, it is
evident that quality services have a
significant on customer satisfaction.
With the help of the diagram
provided, it is evident that quality
services lead to customer
satisfaction (Lee, Back, and Chan,
2015).
 The customers care much about how
they are treated.
 When the quality of services is high,
it is evident that the satisfaction
levels are high.

The impact of quality services on
customer satisfaction
Fig 3
 The diagram has concentrated on
some of the essential aspects of
quality services.
 Assurance and reliability are some
of the essential aspects of
delivering services.
 They have been termed to have
significant effects on the customers
thus affecting their satisfaction
levels.
 Therefore, without fear of doubt,
the quality of services has an effect
on customer satisfaction.

Results from other studies
 All the findings that were analyzed during the
systematic review took one position.
 They all agreed that customer satisfaction is
affected by the quality of services.
 The minor issues seemed not to have effects
on customer satisfaction (India’s food service
industry: Growth recipe, 2016).
 All a customer needs is to be respected and to
be valued.
 The diagram shows service quality is at the
heart of customer satisfaction and loyalty.

 18 out of 30 participants agreed that
customer satisfaction is affected by different
factors.
 The number surpasses half of the
participants, and that means that there is a
need for more studies.
 However, the current results ought to follow
the majority. In this respect, it is apparent
that the qualities of the services that are
provided in business have an effect on the
satisfaction levels of the company.

 Price, personnel, and location have proven to
have an effect on the satisfaction levels of the
customers.
 The customers need a place where all their needs
are met (Kasiri, Cheng, Sambasivan, and Sidin,
2017).
 Therefore, when the needs are partially met, it is
more likely their satisfaction levels will not be
increased (Popli and Rizvi, 2015).
 In this respect, there is a dire need for making
sure that all factors that affect the level of
customer satisfaction are looked into.

Limitations
 The limitations of the research were accessing
the data.
 Getting participants tended to be a challenge.
 Time of collecting the data was also a limitation.
 Identifying the participants who were providing
information from experience became a
challenge as well.
 Collecting data from the intended number of
participants was also a limitation.
 Some of the participants did not get back to the
team, and that was a challenge.

Direction for future research
 The future research should use a qualitative
design to promote the diversity of findings.
 The number of participants should be
increased (Han and Hyun, 2015).
 The time allocated for the study should be
reviewed, and the resources should be
increased.
 The research team should be keen in the
future to select participants who can give their
views from a restaurant perspective (Berezina,
Bilgihan, Cobanoglu, and Okumus, 2016).

Direction for future research
 The future research should include an
expert in data analysis.
 The reason behind it is because the
research design will be used.
 The questionnaires should be revised
to fit more questions.
 The elimination of close-end questions
should also be considered.

Recommendations
 Managers should boost the level of
efficiency.
 Managers make decisions in
companies and therefore whatever
takes place is associated with them
in one way or another.
 Managers should make sure that the
employees have all the skills they
need to deliver quality services.
 Doing so goes a long way in making
sure that the customer satisfaction
level is boosted.

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.

Recommendations
 Managers should adopt the organizational
culture that promotes efficiency at the
company.
 The organizational culture dictates how the
employees relate among themselves and
how they deliver services to the customers.
 An organizational culture that promotes
quality services goes a long way to make
sure that the level of customer satisfaction
is increased.

references
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references
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references
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