ISM: Independent Studies

Permanent URI for this collection

https://hdl.handle.net/20.500.14437/8765

Browse

Browsing ISM: Independent Studies by Author "Su, Jian Xiang."

Now showing 1 - 1 of 1
  • Thumbnail Image
    Publication
    A study on the service quality and its impact on customer satisfaction : a case of HaiDiLao Hotpot in Bangkok
    (University of the Thai Chamber of Commerce, 2023)
    Su, Jian Xiang.
    ;
    ;
    ;
    University of the Thai Chamber of Commerce. International Business.
    ;
    University of the Thai Chamber of Commerce. International School of Management.
    This study examines the impact of service quality on customer satisfaction at HaiDiLao Hotpot in Bangkok. Service quality is an essential factor influencing customer satisfaction and loyalty, particularly in the highly competitive restaurant industry. Employing a quantitative research approach, we distributed questionnaires to customers at HaiDiLao Hotpot, focusing on various dimensions of service quality, including responsiveness, assurance, tangibles, empathy, and reliability. The collected data were analyzed using statistical techniques to establish the correlation and impact between service quality parameters and customer satisfaction. The findings revealed a significant positive relationship between service quality and customer satisfaction, with all service quality dimensions having a critical influence on satisfaction levels. The study underscores the importance of maintaining high service quality to enhance customer satisfaction and loyalty. It provides practical insights for the management of HaiDiLao Hotpot, suggesting that continuous service quality improvement should be a core part of the restaurant's strategy. The findings can also be useful for other restaurants operating in similar environments. Further research is recommended to explore other potential factors influencing customer satisfaction and to validate these findings in different restaurant settings.
      266  769