Customer satisfaction level of restaurant industry: A study on Khulna City
SK Mahrufur Rahman
Customer satisfaction is a Buzzword for each and every industry at present, especially in service sector. The main purpose of this study is to identify some key factors of customer satisfaction on restaurant services. To conduct the study 25 restaurants in Khulna city area were selected. This research is based on experiential study. 100 customers were selected at simple random sampling methods. A questionnaire was prepared with 5 point likert scale and open ended question. This study tried to match some factors of service quality and pricing policy of restaurants with the customers’ satisfaction. It was found that customers of that restaurants have negative perception regarding product and service quality, pricing policy, value of the restaurant and loyalty of the restaurant. Whether regarding waiters service and space availability customers perception were positive. Based on findings it was recommended that attention should be given on those critical issues to attract new customers and retain current customers.