Thesis of Customer Satisfaction in Fast Food - 4413 Words

CHAPTER 1 Problem and It’s Background Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive market place where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological†¦show more content†¦Being a customer in a restaurant or fast food we expect to satisfy our needs by receiving total customer satisfaction inside the establishment. When we satisfied our needs every time we went to restaurant the tendency is that we will always visit the restaurant because we knew that the said restaurant is giving high level of customer satisfaction. In a restaurant that giving high level of customer satisfaction the volume of customer going to their establishment will go up because the customer that would feel that they pumper to a restaurant would definitely repeating their visit in that restaurant. DEFINITION OF TERMS Consumer is a broad label for any individuals or households that use goods and services generated within the economy. The concept of a consumer occurs in different contexts, so that the usage and significance of the term may vary. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring theirShow MoreRelatedKfc Service Quality925 Words   |  4 PagesREVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of â€Å"service quality† and â€Å"customer satisfaction† and the Customer satisfaction survey in website: talktokfc.com. 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