Customer satisfaction in fast food restaurant business : Mcdonald's Kokkola
Shrestha, Sangit (2023)
Shrestha, Sangit
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060621852
https://urn.fi/URN:NBN:fi:amk-2023060621852
Tiivistelmä
The main goal of this thesis is to discuss customer satisfaction in fast food restaurants and how it connects to the smooth management of a company. In a business sense, customer satisfaction refers to the level of happiness customer feels about a company's products and services. Customer satisfac-tion affects a company's lifespan, profitability, and brand through encouraging repeat purchases and positive word-of-mouth owing to loyalty. As a result, evaluating customer happiness is vital for busi-nesses since it allows for the effective growth of customer satisfaction.
This thesis was organized into five sections: introduction, theoretical background, research method-ology, analysis of report and conclusions. Many customers satisfaction related topics are discussed in this thesis to explain the theoretical part. Furthermore, Mc Donald’s was introduced in the second part of this thesis presented and addressed by a SWOT analysis.
A survey, which belongs to qualitative research was used in this thesis research methodology. A sur-vey was conducted to show if the customer is happy with the company’s service or not and a feed-back option was there to show what kind of expectations are expected from the company of the cus-tomer to make their visit better.
This thesis was organized into five sections: introduction, theoretical background, research method-ology, analysis of report and conclusions. Many customers satisfaction related topics are discussed in this thesis to explain the theoretical part. Furthermore, Mc Donald’s was introduced in the second part of this thesis presented and addressed by a SWOT analysis.
A survey, which belongs to qualitative research was used in this thesis research methodology. A sur-vey was conducted to show if the customer is happy with the company’s service or not and a feed-back option was there to show what kind of expectations are expected from the company of the cus-tomer to make their visit better.