Analysis of Customer Satisfaction in Restaurant Industry: The Ledbury

This report examines customer satisfaction within the restaurant industry, using The Ledbury as a case study. It begins with an introduction highlighting the importance of customer satisfaction for restaurants and the challenges faced by The Ledbury due to declining sales. The research aims to identify the value of customer satisfaction and analyze a transaction-specific model. The objectives include understanding customer satisfaction values, assessing determinants like service quality, product reliability, price, and physical design, and evaluating challenges in delivering a high level of customer experience. The literature review explores concepts of customer satisfaction, emphasizing its impact on customer loyalty, brand trust, and business growth. The report discusses the importance of meeting customer expectations, building relationships, and adapting to changing consumer needs. The methodology section outlines the research approach, data collection methods, and analysis techniques used to address the research questions and objectives. The report concludes with recommendations for The Ledbury to improve customer satisfaction and address declining sales.

Customers Satisfaction in
Restaurant Industry and
Examination of Transaction
Specific Model

Abstract
The particular has the detailed information in terms of selected topics that is restaurant
industry and its customers . This repost will help in grabbing the knowledge regarding all the
changes that are needed to be taken in business process to improve its efficiency and
effectiveness. The Ledbury's major issues is about its declining sales. This issues needs the
effective plan and procedure development as to being changes and offer high quality of products.
Section of literature review have been done by identifying review of authors about the customer
satisfaction within hospitality industry. In research methodology section, various methods have
been used including, research approach, primary and secondary method of data collection etc.
Along with this, thematic analysis have been used for analysing accurate data or information
regarding the customer satisfaction. At last, conclusion and recommendation have been done by
addressing each objective of study in systematic manner.

TABLE OF CONTENTS

Topic - Customers Satisfaction in Restaurant Industry & Examination of
Transaction Specific Model- A case on The Ledbury.
CHAPTER ONE: INTRODUCTION
Introduction
In current era restaurant are the most important factors because their contribution is very
high in economy of the country. Chains of both international and local restaurant satisfied the
customer demand by providing different types of goods and services. Different types of food
companies like KFC, Pizza Hut, Domino's etc. provide better quality food of to the people along
with the satisfaction of the people. Customer satisfaction is most important factor for restaurant
industry because satisfied customer gives positive effect to the company. Restaurant gets the best
experience by focusing on the needs and requirement of the customer. In present times customers
taste is the main priority for these food companies. These companies offered variety of food
dishes that fulfils the desire of the people. In today's times restaurant start home delivery services
to facilitates the customer of not going out and get better services at home.
Background of the Organisation
In 2005 the famous food company was Ledbury which offered the best food products to
its targeted customers. Central office of Ledbury is at Ledbury road, Notting Hill, London,
England. This restaurant comes under 50 best restaurants of the England but the sale of Ledbury
decreases in the past years because of changing interest and taste of customer towards the
healthy and hygienic food because of this Ledbury start focusing on hygiene rather than
improving the satisfaction of the customer. This will negatively affect the business of Ledbury.
Because of this Ledbury loses the customer relation this will result in major decrease in sales of
the company.
Research Aim
“To identity the value of customer satisfaction within restaurant industry and to
analyse the specific transaction model-A study on Ledbury”
Research Objectives
 To provide the understanding of values and concept of customer's satisfaction.

 To assess various determinants of customer satisfaction in the organization.
 To evaluate the impact of, service quality, product reliability, price and physical design
for satisfying customers.
 To assess the challenges faced by a company on delivering high level of customer
experience.
Research Questions
 Define the values and concepts of customer satisfaction ?
 What are the determinants of customer satisfaction within the organization ?
 Evaluate the impact of service quality, product reliability, price and physical design for
customer satisfaction ?
 Explain what challenges have faced by the company on delivering high level of customer
experience ?
Rationale
Customer satisfaction is the main reason for organizing the process of investigation
because it plays an important role in the restaurant industry this investigation process helps the
owner and manager of the restaurant to make effective and efficient strategies (Haghighi and et.
al.,2012). Investigation helps to know about what customer is actually wants in present it can
help in improving the strategies of increasing business in the restaurant. After evaluating the
wants and demands of the customer changes could be take place within the restaurant.

CHAPTER TWO: LITERATURE REVIEW
Literature Review
Literature review is the most important part of every investigation process because it
helps in collecting the important data on that topic. Main purpose of this section is to analysis
gaps and conflicts in previous investigation. Along with this, with the use of this research
section, researcher become able to address each objective of study systematically and accurately.
Concept and Values of customer satisfaction:
According to Haghighi and et. al., (2012), expectation of consumer can be fulfilled by
only by using the products and services of any company. Customer focus on increasing loyalty
and trust for a particular brand and increasing growth of market share in the business. Customer
is the main source for the growth of any company so it is important to know the expectation of
customer.
Values of customer satisfactions:
According to the Hanaysha, 2016, every company wants their customer will be satisfied
by their products and services because success of any company depends only on their satisfied
customer. In this changing environment the needs and demands of the customer is changing very
fast so it is easy for customer to shift in other brands according to their present lifestyles, needs
and wants. With effective and efficient relation with customer it will automatically create the
revenue of the company. Positive marketing comes from good relation with customer by
different communication channels used for increasing competition in market and across the
national boundaries.
According to Sarah Chambers, customers satisfaction doesn't impact the business
activities but also impact on the moral as well as retention rate of employees working for a
company. Customer satisfaction is key to developing long term relationship with respective
customers. For keeping healthy relationship with consumers it is important for a company to
provide quality product and service to meet the satisfaction level of end users. More satisfied
consumers are likely to purchase the product often and become brand loyal for particular
company.
Once a customer placed trust into a company they contentiously indulge in doing
business with company. Satisfaction also depend upon how company is managing their after

sales services with their clients. It ca further be analysed by doing effective market research,
feedback and queries of people. Customers satisfaction in the essence of the services which is
provided by the organisation. Enterprise must develop sustainable supply and distribution
channel in order to provide product in time. As consumers have become more demanding and
versatile in purchasing product.
On the other hand Hapsari, Clemes and Dean, 2016, hiTopic - Customers Satisfaction in
Restaurant Industry & Examination of Transaction Specific Model- A case on The Ledbury.
CHAPTER ONE: INTRODUCTION
Introduction
In current era restaurant are the most important factors because their contribution is very
high in economy of the country. Chains of both international and local restaurant satisfied the
customer demand by providing different types of goods and services. Different types of food
companies like KFC, Pizza Hut, Domino's etc. provide better quality food of to the people along
with the satisfaction of the people. Customer satisfaction is most important factor for restaurant
industry because satisfied customer gives positive effect to the company. Restaurant gets the best
experience by focusing on the needs and requirement of the customer. In present times customers
taste is the main priority for these food companies. These companies offered variety of food
dishes that fulfils the desire of the people. In today's times restaurant start home delivery services
to facilitates the customer of not going out and get better services at home.
Background of the Organisation
In 2005 the famous food company was Ledbury which offered the best food products to
its targeted customers. Central office of Ledbury is at Ledbury road, Notting Hill, London,
England. This restaurant comes under 50 best restaurants of the England but the sale of Ledbury
decreases in the past years because of changing interest and taste of customer towards the
healthy and hygienic food because of this Ledbury start focusing on hygiene rather than
improving the satisfaction of the customer. This will negatively affect the business of Ledbury.
Because of this Ledbury loses the customer relation this will result in major decrease in sales of
the company.

Research Aim
“To identity the value of customer satisfaction within restaurant industry and to
analyse the specific transaction model-A study on Ledbury”
Research Objectives
 To provide the understanding of values and concept of customer's satisfaction.
 To assess various determinants of customer satisfaction in the organization.
 To evaluate the impact of, service quality, product reliability, price and physical design
for satisfying customers.
 To assess the challenges faced by a company on delivering high level of customer
experience.
Research Questions
 Define the values and concepts of customer satisfaction ?
 What are the determinants of customer satisfaction within the organization ?
 Evaluate the impact of service quality, product reliability, price and physical design for
customer satisfaction ?
 Explain what challenges have faced by the company on delivering high level of customer
experience ?
Rationale
Customer satisfaction is the main reason for organizing the process of investigation
because it plays an important role in the restaurant industry this investigation process helps the
owner and manager of the restaurant to make effective and efficient strategies (Haghighi and et.
al.,2012). Investigation helps to know about what customer is actually wants in present it can
help in improving the strategies of increasing business in the restaurant. After evaluating the
wants and demands of the customer changes could be take place within the restaurant.

CHAPTER TWO: LITERATURE REVIEW
Literature Review
Literature review is the most important part of every investigation process because it
helps in collecting the important data on that topic. Main purpose of this section is to analysis
gaps and conflicts in previous investigation. Along with this, with the use of this research
section, researcher become able to address each objective of study systematically and accurately.
Concept and Values of customer satisfaction:
According to Haghighi and et. al., (2012), expectation of consumer can be fulfilled by
only by using the products and services of any company. Customer focus on increasing loyalty
and trust for a particular brand and increasing growth of market share in the business. Customer
is the main source for the growth of any company so it is important to know the expectation of
customer.
Values of customer satisfactions:
According to the Hanaysha, 2016, every company wants their customer will be satisfied
by their products and services because success of any company depends only on their satisfied
customer. In this changing environment the needs and demands of the customer is changing very
fast so it is easy for customer to shift in other brands according to their present lifestyles, needs
and wants. With effective and efficient relation with customer it will automatically create the
revenue of the company. Positive marketing comes from good relation with customer by
different communication channels used for increasing competition in market and across the
national boundaries.
According to Sarah Chambers, customers satisfaction doesn't impact the business
activities but also impact on the moral as well as retention rate of employees working for a
company. Customer satisfaction is key to developing long term relationship with respective
customers. For keeping healthy relationship with consumers it is important for a company to
provide quality product and service to meet the satisfaction level of end users. More satisfied
consumers are likely to purchase the product often and become brand loyal for particular
company.
Once a customer placed trust into a company they contentiously indulge in doing
business with company. Satisfaction also depend upon how company is managing their after

sales services with their clients. It ca further be analysed by doing effective market research,
feedback and queries of people. Customers satisfaction in the essence of the services which is
provided by the organisation. Enterprise must develop sustainable supply and distribution
channel in order to provide product in time. As consumers have become more demanding and
versatile in purchasing product.
On the other hand Hapsari, Clemes and Dean, 2016, higher the satisfaction level higher is
the attachment of customer with a particular brand or a product. If company is able to provide
satisfactory product to individual, this help firm to grow rapidly and able to capture larger
audience. This tool also help to generate higher revenue in minimum time period. Hence
customer satisfaction is an essential panorama that company or supplier should on establishing in
national as well as in international market.gher the satisfaction level higher is the attachment of
customer with a particular brand or a product. If company is able to provide satisfactory product
to individual, this help firm to grow rapidly and able to capture larger audience. This tool also
help to generate higher revenue in minimum time period. Hence customer satisfaction is an
essential panorama that company or supplier should on establishing in national as well as in
international market.
Determinants of customer satisfaction within The Ledbury
According to Bowden-Everson, Dagger and Elliott, (2013), there are many range of
determinants of customers and that determinants plays an important role for a restaurant like The
Ledbury and these are given beneath:
Service Quality: this is one of the essential factor and plays an important role in
increasing the customer satisfaction. To improve the whole service quality to achieve
competitive advancement and satisfaction level of consumers it is very important for The
Ledbury. It in important for Ledbury, to serve their consumers the best services to develop sense
of trust in the minds of customers (Han, Bonn and Cho, 2016). Company should focus on major
elements of service quality which are ease of usage, attractive website, offering, responding trust.
With the help of these elements effective Ledbury can make higher profit from their customer.
For satisfying the customers and fulfilment their hope in well defined manner a good service is
vital. It improve the image and goodwill of the organisation in business world. Quality and
trustable services create customer belief and attitude towards product or service which is offered
by organisation.

Product quality or reliability: Product quality or reliability is the essential element that
are useful in improving the satisfaction level of targeted customers of an organisation. The
Ledbury has to indulge in product quality assessment so that manager can figure out the
expenditure and actual price of a commodity (Ramanathan, Di and Ramanathan, 2016). To
overcome this problem firm must customize their scale or level of production and services for
fulfilling the customers requirements. It also help in providing consistency in completing the
demand and supply of market. Product quality and reliability produce less number of customers
complaints and return. Marketing studied have stated that organisation which gives high quality
product to their customers obtain more repeated purchase from company.
Physical design and Price: This are the two basic factors customers satisfaction that are
mainly crucial for improvising the customers needs and requirements as soon as possible. It is
essential for Ledbury to make cost effective product so that it an attract more and more
customers towards themselves. The goal can be achieved by providing improve product in terms
of features and design. In the context of Ledbury it is important for manager of make flexible
pricing policies to promote restaurant to larger audience. The layout and physical appearance
plays and vital role for attracting customers. It is the prime duty of manager to change the
overview of restaurant and make it healthy and better place where people can spend quality time
(Ali, Amin and Cobanoglu, 2016).
Impact of product reliability, service quality, physical design and price on customer satisfaction
According to Sabir, and et. al., (2014), The customer majorly focus on the organisation’s
supreme programmes, the best quality of products, trustable merchandise. Conclusuvely,
Customer satisfaction is wholly dependent upon the product quality, trustable services and
budgeted price and for attractions physical design also that all are mainly a important factors for
increasing the trust and experience on organisation. Many companies such as Ledbury accepts
this all types of activities in a many great manner.
The product relatability is very major factor which have distinctively affect the
consumers satisfaction. Hence several factors such as quality in service has been included to
guarantee the full satisfaction to customers. Further it has be evaluated that consumers can easily
differentiate product quality by their taste and preferences and also by price. For restaurant like
Ledbury it is important to maintain the quality of food and service to their respective visitors.
Company must timely introduce the new food range in to change the mood and taste of