Investigating customer services in selected restaurants in the Tshwane area : an exploratory study
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Authors
Erdis, Cindy
Issue Date
2009-11
Type
Dissertation
Language
en
Keywords
Customer service , Marketing , Relationships , Customer relationship management , Restaurants , Customer satisfaction , Customer retention , Expectation of service quality
Alternative Title
Abstract
This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area.
An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder.
Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.
Description
Citation
Erdis, Cindy (2009) Investigating customer services in selected restaurants in the Tshwane area : an exploratory study, University of South Africa, Pretoria, <http://hdl.handle.net/10500/3253>