Understanding the relationship between customer satisfaction and loyalty : Case study of FAFA's restaurant in Helsinki, Finland
Bhandari, Sagar (2020)
Bhandari, Sagar
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020061018167
https://urn.fi/URN:NBN:fi:amk-2020061018167
Tiivistelmä
The main aim of this thesis was to discuss customer satisfaction and customer loyalty in restaurant business. The case company was FAFA’S restaurant in Helsinki. Customers are the key to success in any business. They are directly connected with the organization. The first and foremost objective was to study the concepts of customer satisfaction and loyalty. Secondly, the objective was to find out the difference between concepts of customer satisfaction and customer loyalty and finding the elements that affect them. The third objective was to find out how they can implement the strategies to make the customers satisfied and increase customer loyalty. The main aim of the thesis was to find out the relationship between customer satisfaction and customer loyalty in business.
Qualitative research method along with the case study was used to answer the research question. Also, an interview was conducted with Pasi Kaurala, director of development at FAFA’S. Moreover, this thesis is based on my personal work experience at FAFA’s. According to all those data and theoretical research significant theories are written to better understand the main theme of customer satisfaction and loyalty. Additionally, a short SWOT analysis of related case company has been presented.
Overall, the main purpose of the research was to find customer satisfaction and loyalty level in FAFA’S restaurant. The research results show that the case company FAFA’S should be more aware of other competitors in order to be more successful in maintaining the relationship with customers. The result shows that FAFA’S should take several steps to engage with customers. Employees are also the backbone of a company without happy and positive employees nothing can happen in business that is why employees should not be ignored while focusing on customers.
Qualitative research method along with the case study was used to answer the research question. Also, an interview was conducted with Pasi Kaurala, director of development at FAFA’S. Moreover, this thesis is based on my personal work experience at FAFA’s. According to all those data and theoretical research significant theories are written to better understand the main theme of customer satisfaction and loyalty. Additionally, a short SWOT analysis of related case company has been presented.
Overall, the main purpose of the research was to find customer satisfaction and loyalty level in FAFA’S restaurant. The research results show that the case company FAFA’S should be more aware of other competitors in order to be more successful in maintaining the relationship with customers. The result shows that FAFA’S should take several steps to engage with customers. Employees are also the backbone of a company without happy and positive employees nothing can happen in business that is why employees should not be ignored while focusing on customers.