CHAPTER III

SUMMARY, CONCLUSION AND RECOMMENDATION

This chapter includes three aspects of the study summary, conclusion and
recommendation. The first aspect is concern with summarizing the whole study, the
second aspect concern with making conclusion & finally the last aspect concern with
recommendations.

3.1 Summary

Crossroads restaurant cafe has been running successfully in chipledhunga, Pokhara

that is very popular among the people of pokhara. The survey about customer satisfaction
turned out to be a very useful project. This research significantly helped me as a business
student in gaining valuable insights.

This research is based on customer satisfaction of Crossroads restaurant cafe in April

2015. The main aim of this research is to find if the customer are satisfied or not towards
the price, quality, service, environment, and time of the restaurant. The major source of
data is primary which is collected through interviews using questionnaire and direct
interview with the manager of the restaurant. Only 66 samples have been used in this
study following convenience sampling method. After collecting the data, the data were
analyzes with the help of SPSS, MS-Excel, tables, graphs and others descriptive tools.

The customers who visit the restaurant are satisfied with the price of the food items
and so far no customers has made objection on the price of the food items where the
quality of food often matches its price. The customer of Crossroad restaurant cafe found
the environment enjoyable the most. Beside all this, the customer found the service time
fast and the time taken to serve was 10-20 minutes.
3.2 Conclusion

This research aimed at studying the view about the customer's satisfaction of
Crossroads restaurant cafe. For this, questionnaire was prepared with 2 open ended and
16 close ended questions and distributed among the customers where 66 respondents had
been chosen. From the questionnaire we were able to collect the following conclusion.

 Among the selected respondents most of the customers visit the restaurant
occasionally whereas others were regular and first time customer.
 More than half of the respondents found the service time taken by the restaurant
to be average whereas very few found the service time to be slow and very slow.
 Majority of respondents are served within 10-20 minutes.
 More than half of the customers found the environment of the restaurant to be
enjoyable.
 Majority of respondents responds towards the rating of momo is good on
Crossroads restaurant cafe.
 More than half respondents rate chowmein good and the other half was rate as
very good and average.
 Majority of the respondents’ rate pizza as good in Crossroads restaurant cafe.
 The maximum respondents’ rate burger as good in the restaurant.
 Most of the respondents rate the burger.
 Majority of respondentsfound the bakery items to be good.
 Majority of respondents agree that the price of the food items matches its taste
while very few of the respondents disagree to the price of the food items as per its
taste.
 The highest range of respondents found that the quality of food items often
matches to its price.
 Majority of the respondents are students who visit the restaurant in afternoon and
evening while minority of the respondents visits the restaurant in morning.
 Among the 66 selected respondents, 39 prefer to visit the restaurant with their
friends.

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  Most of the respondents will recommend other people to visit the restaurant
whereas some may recommend others to visit the restaurant.

3.3 Recommendation

The recommendations are the given below:

 Still some customers are not satisfied with the price level of the food items
therefore they should be able to satisfy their customer by providing discount
facilities especially when they visit the restaurant in mass or group.
 Customers do not prefer to visit the restaurant in morning so Crossroads
restaurant cafe should make such an environment that influence customer to visit
the restaurant even in morning. Special breakfast at reasonable price can be
implemented and morning environment should be peaceful because customer
doesn’t like noisy environment in morning.
 Some customer feels the quality food doesn’t match to its price so the study
recommends Crossroads restaurant cafe to focus in its quality by providing
hygienic food items as people are concerned much about their health.

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