Moonlight Restaurant

SUBMITTED BY : AMAN GOEL

PATTI SWAROOP
DIWAKAR BISHT
AKSHAY AGGARWAL
HARSH CHAUHAN
 ABOUT CASE
 Moonlight restaurant was located in
a small town of Karnataka
 The restaurant owner is a qualified
hotel management graduate
 They believed in running the hotel
professionally
 This restaurant opened only for
dinner and snacks and hence was
kept open from 6 p.m. till well past
midnight.
 ISSUE IN THE CASE

 The main concern was that there was news in

the air that two or three fashionable restaurants
are going to open within one year, close to
Moonlight restaurant
 This was a definite threat to Moonlight’s owner
Mr. Bala.
 ANALYSIS OF THE CASE

 This restaurant opened only for dinner and snacks and hence
was kept open from 6 p.m. till well past midnight
 They should open their restaurant early in the morning because
most of the college student need to have breakfast.
 As it will help to increase their customer
 They should make questionnaire in a more effective manner
 SOLUTION
Customize Your Restaurant Loyalty Program

 You should understand that no two customers in the world are

the same. Liking a food, ambiance, or feeling contented with the
loyalty program is a very relative concept with which everyone
might not be on the same boat.
 In order to deal with each individual, you got to feel each one
feel special, on the basis of what they like or dislike. Offering
your loyal customers a special discount or an offer on their
birthdays and anniversaries is the great way to keep them
hitched..
 These customized efforts will help you to add a personal touch to
your restaurant loyalty programs and will be more appreciated
by your customers. They will not only recommend your place to
everyone, but they will also make sure they visit you as often as
possible.
 Questions:
 Q-1. Which questions would you use to analyze the following?
 (a) How much customer loyalty does Moonlight restaurant enjoy?
 (b) Does customer perception of Moonlight restaurant vary, in terms of
whether the customers are?

 Did the Restaurant Have a Family-Friendly Environment?

Keeping children satisfied is a huge part of the eating out family experience. If
your restaurant caters to families, ask customers whether they think you operate
a family-friendly environment.
Depending on the results of this question you will know whether you need to
introduce more family-friendly features. Such features may include putting
crayons and coloring books or electric gaming devices in the restaurant to keep
youngsters entertained
 What Did You Not Like About Our Food and Services?
Asking customers to fill in what they like best about your food and
services will allow you to get a clear understanding of what components
of the restaurant experience are working the best.

 How Quick or Adequate Was the Speed of Service?

Nobody wants to wait an unreasonably long time for their food in a

restaurant, particularly if it’s at a fast food restaurant. In fact, speed of
service makes a huge impact on customer retention rates.
Getting an idea of customer sentiments on speed of service will give you
an understanding of whether or not improvements need to be made to
the speed your customers receive their food.
 How Would You Rate the Cleanliness of the Restaurant?
Cleanliness, hygiene and sanitation is one of the most important components of running a
restaurant business. You may think your restaurant is clean but do your customers agree?
Asking patrons their thoughts on the cleanliness of your eatery will let you know if
improvements are required.

Q-2 . For each of the questions in the questionnaire, what level of scale measurement
would you use for the data collected (i.e. Nominal, ordinal, interval, ratio)?

We will use Ordinal scale because the various categories can be logically arranged in a
meaningful order.
Ex- Likert scale (Strongly Disagree/ Disagree/ Neutral/ Agree/ Strongly Agree)
Customer satisfaction

Q- Overall, how satisfied or dissatisfied are you with our company?

 Very satisfied
 Somewhat satisfied
 Neither satisfied nor dissatisfied
 Somewhat dissatisfied
 Very dissatisfied
Q-3 Are customers’ perceptions about Moonlight restaurant relative to their
impressions about other restaurants? Do they have a bearing and how much they
spend at the restaurant?