Research on customer satisfaction towards Andhra’s kitchen

RESEARCH ON CUSTOMER SATISFACTION TOWARDS

RESTAURANT “ANDHRA’S KITCHEN”

Introduction:
Customer satisfaction is the key driver for any organization to sustain in current competitive era.
Service providers need to understand their customers and design their services in such a way that
maximum possible satisfaction is attained by the customer. The purpose of the present study is to
measure customer satisfaction in the hotel located in Gandhi nagar, Dharwad 580002. The study
will also provide various suggestions to the owners so as to make their services more efficient
and effective. For conducting the survey a well-structured Questionnaire is used to collect
primary data from the respondents. The sample size for the study is 15 Sample variance and
confidence methods are used for Determining sample size. Simple random sampling technique
has been adopted by the researcher to collect the data. On the basis of results of the respondents
are highly satisfied with safety and security of the hotel while are dissatisfied with the location of
the hotel. With the every attribute the level of satisfaction changes, thus making it clear that
customers rate their satisfaction differently with every single attribute .finally it has been proved
that the customer satisfaction in the hotels are high.

If you don’t care about customers’ satisfaction, don’t expect them to care about your services or
products. Sad, buttrue. The sooner you face it, the better you’ll perform. High-standard customer
service can win your clients’ hearts and make you recognizable within your target group.
Nowadays when social media play such an important role in making decisions it’s crucial to
keep an eye on the quality of customer service you provide.

Need for the study:

Quality, efficiency, service, and reliability are

the terms we often hear when we discuss
customer satisfaction. Smart businesses know,
retaining a customer is an art. But, businesses
also need to start measuring customer
satisfaction to know customer loyalty and a

Department of MBA, SDMCET, Dharwad Page 1

 Research on customer satisfaction towards Andhra’s kitchen

simple way of measuring this is deploying a customer satisfaction survey.

According to a recent study, organizations or businesses are more likely to have a 10% more
growth rate by measuring their Net Promoter Score. Very often, successful organizations
perceive that retaining customers is more cost-effective than finding new customers.

Even after spending so much time, money and efforts, organizations experience a few customers
slipping away. The best practice here is to deploy a customer satisfaction survey to help
organizations understand where exactly are they erring. In recent times it has become a vital tool
for enhancing customer happiness and loyalty. Happy customers means happy employees. If the
customers are satisfied with your brand, revenues will keep kicking and the targets will be met.
A satisfied customer is an asset to any business.

1. Positive branding can be achieved by excellent customer service.

2.Happy customers are returning customers.

3.Make customer experience more personal.

4.To improve Business

Objectives of the study

 To identify the various factor affecting customer satisfaction.

 To calculate the satisfaction level of customers.
 To check the degree of satisfaction of customers.
 To find that they are satisfied with the restaurant services or not.

Department of MBA, SDMCET, Dharwad Page 2

 Research on customer satisfaction towards Andhra’s kitchen

Research Methodology:

Research design:

Descriptive method:

Descriptive research is used to describe characteristics of a population or phenomenon being

studied. It does not answer questions about how/when/why the characteristics occurred. Rather it
addresses the "what" question (what are the characteristics of the population or situation being
studied?)The characteristics used to describe the situation or population is usually some kind of
categorical scheme also known as descriptive categories.

Data collection method or instrument:

Primary data collection method

Primary data is data that is collected by a researcher from first-hand sources, using methods like
surveys, interviews, or experiments. It is collected with the research project in mind, directly
from primary sources. The term is used in contrast with the term secondary data.

Population

All the customers of the Restaurant.

Sampling method:

Non probability based convenience sampling method.

Sampling Size:

15

Department of MBA, SDMCET, Dharwad Page 3

 Research on customer satisfaction towards Andhra’s kitchen

Data analysis and interpretation

Graph :01

Graph shows that opinion about quality of the food.

18

16

14

12

10
No.of respondents
8 percentage

0
Very good Good Average Very bad Bad

Interpretation:

From the above graph, it was found that 16% of the respondents’ opinion is good and 12%
customers opinion is very good and 2% of the customers opinion is average.

Department of MBA, SDMCET, Dharwad Page 4

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 02

Graph shows that opinion about the quantity of the food.

25

20

15
No.of respondents
Percentage
10

0
Very good Good Average Very bad Bad

Interpretation:

From the above graph it was found that 20% of the respondents opinion is Good,8% of the
customers opinion is very good and 2% of the customers opinion is Average.

Department of MBA, SDMCET, Dharwad Page 5

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 03

Graph shows opinion about the taste of the food.

18

16

14

12

10
No.of respondents
8 Percentage

0
Very good Good Average Very bad Bad

Interpretation:

From the above graph it was found that 16% of the respondents opinion is Very good and 14% of
the respondents opinion is good.

Department of MBA, SDMCET, Dharwad Page 6

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 04

Graph shows that customers preference towards the food.

4.5

3.5

2.5 No.of respondents

Percentage
2

1.5

0.5

0
Vegeterian Non-Vegeterain Both

Interpretation:

From the above graph it was found that 12% of the respondents opinion is non-vegetarian, 10%
of the respondents opinion is vegetarian and 8% of the respondents opinion is both.

Department of MBA, SDMCET, Dharwad Page 7

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 05:

Graph shows that variety of dishes in this hotel.

25

20

15
No.of respondents
Percentage
10

0
Yes No

Interpretation:

From the above graph it was found that 22% of the respondent’s opinion is yes and 8% of the
respondents opinion is No.

Department of MBA, SDMCET, Dharwad Page 8

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 06

Graph shows that fair price of the food.

35

30

25

20
No of respondents
15 Percentage

10

0
Yes No

Interpretation:

From the above graph it was found that 30% of the respondent’s opinion is yes.

Department of MBA, SDMCET, Dharwad Page 9

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 07:

Graph shows that opinion about satisfaction level of the customers towards the service.

30

25

20

15 No,of respondents
Percenatge

10

0
Highly satisfied Satisfied Dissatisfied Highly dissatisfied

Interpretation:

From the above graph it was found that 24% of the respondent’s opinion is satisfied. 4% of the
respondent’s opinion is highly satisfied and 2% of the respondent’s opinion is dissatisfied.

Department of MBA, SDMCET, Dharwad Page 10

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 08

Graph shows that whether the food get in time.

30

25

20

15 No.of respondents
Percentage

10

0
Yes No

Interpretation:

From the above it was found that 26% of the respondent’s opinion is yes and 2% of the
respondent’s opinion is 4% is No.

Department of MBA, SDMCET, Dharwad Page 11

 Research on customer satisfaction towards Andhra’s kitchen

Graph : 09

Graph shows that efficiency of service.

18

16

14

12

10
No.of respondents
8
Percenatge
6

0
Excellent Good Average Below Poor
average

Interpretation:

From the above graph it was found that 16% of the respondents opinion is Good, 6% of the
respondent’s opinion is Excellent, 6% of the respondents opinion is Average.

Department of MBA, SDMCET, Dharwad Page 12

 Research on customer satisfaction towards Andhra’s kitchen

Graph : 10

Graph shows that cleanliness of the food.

16

14

12

10

8 No.of respondnets
Percentage
6

0
Very good Good Average Bad Very bad

Interpretation:

From the above graph it was found that 14% of the respondents’ opinion very good, 10% of the
respondents opinion is good and 6% of the respondents opinion is Average.

Department of MBA, SDMCET, Dharwad Page 13

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 11

Graph shows that locality of the hotel.

18

16

14

12

10
No.of respondents
8 Percentage

0
Highly satisfied Satisfied Dissatisfied Highly dissatisfied

Interpretation:

From the above graph it was found that 16% of the respondent’s opinion is Satisfied, 12% of the
respondent’s opinion is Highly satisfied and 2% of the respondents opinion is dissatisfied.

Department of MBA, SDMCET, Dharwad Page 14

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 12

Graph shows that satisfaction level of place of the environment.

14

12

10

8
No.of respondents
6 Percenatge

0
Highly satisfied Satisfied Dissatsfied Highly dissatisfied

Interpretation:

From the above graph it was found that 12% of the respondents opinion is satisfied, 10% of the
respondents opinion is dissatisfied and 8% of the respondents opinion is highly satisfied.

Department of MBA, SDMCET, Dharwad Page 15

 Research on customer satisfaction towards Andhra’s kitchen

Graph : 13

Graph shows that hospitality of the restaurant.

14

12

10

8
No.of respondents
6 Percentage

0
Very good Good Average Very bad Bad

Interpretation:

From the above graph it was found that 12% of the respondent’s opinion is good, 10% of the
respondents ‘opinion is Very good, 6% of the respondent’s opinion is average, 2% of the
respondent’s opinion is very bad and 2% of the respondent’s opinion is bad.

Department of MBA, SDMCET, Dharwad Page 16

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 14

Graph shows that suggest any changes with regards to?

5
No.of respondents
4 percentage

0
Food Price Location Hygiene Ambience Hospitality

Interpretation:

From the above graph it was found that 8% of the respondent’s opinion is food, 4% of the
respondent’s opinion is price, 8% of the respondent’s opinion is location, 8% of the respondent’s
opinion is hygiene, 2% of the respondent’s opinion is hospitality.

Department of MBA, SDMCET, Dharwad Page 17

 Research on customer satisfaction towards Andhra’s kitchen

Graph: 15

Graph shows that recommend this hotel to others

30

25

20

15 no. of respondent
percentage

10

0
yes No May be

Interpretation:

From the above graph it was found that 26% of the respondents opinion is Yes and 4% of the
respondents opinion is May be.

Department of MBA, SDMCET, Dharwad Page 18

 Research on customer satisfaction towards Andhra’s kitchen

Findings:

1) From the above study it was found that 30% of the respondent’s opinion is very good with
regards to the quality of the food.

2) From the above study it was found that 20% of the respondent’s opinion is very good with
regards to the quantity of the food.

3) From the above study it was found that 16% the respondent’s opinion is Good with regards to
the taste of the food.

4) From the above study it was found that 12% of the respondent’s prefer vegetarian.

5) From the above study it was found that 22% of the respondent’s opinion is yes with regards to
variety of dishes.

6) From the above study it was found that 30% the respondent’s opinion is yes with regards to
the price of the food.

7) From the above study it was found that 24% the respondent’s opinion is satisfied with regards
service provide by the restaurant.

8) From the above study it was found that 26% the respondent’s opinion is No with regards
whether you get order in time.

9) ) From the above study it was found that 16% the respondent’s opinion is Good with regards
efficiency of service.

10) From the above study it was found that 14%% the respondent’s opinion is Good with regards
cleanliness of the hotel.

Department of MBA, SDMCET, Dharwad Page 19

 Research on customer satisfaction towards Andhra’s kitchen

Suggestions:

1) The restaurant can improve the place of the environment.

2) The restaurant can give better service to the customers.

3) The restaurant can provide order in time.

4) The restaurant can improve the hospitality towards the customer.

5) The restaurant may improve the cleanliness.

Conclusion:

The restaurant is offering good services, which is reflected on the satisfaction of the customer.
Majority of the customer are satisfied with food quality and quantity. Some customers are not
satisfied with the hospitality, place of environment and service of the food. Most of the
customers are happy with variety of dishes and taste of the food. Customer are ready try new
dishes, if introduced by the restaurant. Most of the customers were concerned about the food.

Department of MBA, SDMCET, Dharwad Page 20

 Research on customer satisfaction towards Andhra’s kitchen

Bibliography:

https://www.stastisticswto.datasciencecentral.com

https://en.m.wikipedia.org.

Annexure:

Questions:

1) What is your opinion about the quality of food?

1) Very good 2) Good
3) Average 4) Very bad
5) Bad
2) What is your opinion about the quantity of the food?
1) Very good 2) Good
3) Average 4) Very bad
5) Bad
3) What is your opinion about taste of the food?
1) Very good 2) Good
3) Average 4) Very bad
5) Bad
4) What would you like to prefer in this hotel?
1) Vegetarian 2) Non-vegetarian
3) Both
5) Whether you get variety of dishes in this hotel?
1) Yes 2) No

Department of MBA, SDMCET, Dharwad Page 21

 Research on customer satisfaction towards Andhra’s kitchen

6) Is the food available at fair price?

6) Is the food available at fair price?
1) Yes 2) No
7). How satisfied are you with the service you received in this hotel?
1) Highly satisfied 2) Satisfied
3) Dissatisfied 4) Highly dissatisfied
8). Whether you get order in time?
1) Yes 2) No
9). Efficiency of service
1) Excellent 2) Good
3) Average 4) Below average
5) Poor
10. How would you rate cleanliness of the hotel?
1) Very good 2) Good
3) Average 4) Bad
5) Very Bad
11). How satisfied are you with the locality of the hotel?
1) Highly satisfied 2) Satisfied
3) Dissatisfied 4) Highly dissatisfied
12). Are you satisfied with place of environment?
1) Highly satisfied 2) Satisfied
3) Dissatisfied 4) Highly dissatisfied
13). How much you rate the hospitality towards the customers.
1) Very good 2) Good
3) Average 4) Very bad
5) Bad

Department of MBA, SDMCET, Dharwad Page 22

 Research on customer satisfaction towards Andhra’s kitchen

14). Would you like to suggest any changes in regard?

1)Food 2)Price
3) Location 4) Hygiene
5) Ambience 6) Hospitality

15). Would you recommend this hotel to others?

1) Yes 2) No
3) May be

Department of MBA, SDMCET, Dharwad Page 23