Presentation of Research

Methodology
 Introduction
• This study was conducted on the subject “customer
satisfaction in restaurants”.

• The basic purpose was to determine the factors that explain

customer satisfaction in the full service restaurant industry.

• It touches nearly every household in one way or another.

 Objective Of The Study
• Is going to restaurant daily a social status.
• To study how demographic variable (age, gender,
income, occupation) affect consumer preferences and
satisfaction.
• To see whether brand name of restaurants makes any
difference on customer decision in selecting a
restaurant.
• To see whether region or cultural background helps to
develop any special taste preference.
 Methodology
• The research was conducted on sample size of 101
respondents.
• Region selected for research was Chandigarh.
• Convenient sampling .
• Response rate - 100%.
• The research was conducted in the month of April 2010.
• Scale used were :
▫ Likert scale
▫ Ranking scale
▫ Demographics
• Both descriptive and inferential statistics were used.
f emale
50% male
male
f emale
50%
 AGE

12% 9%
5%
below 18
18- 25
26- 35
36 and below
74%
Pie Showing Respondents Belonging To Different
Annual Family Income Groups
 
ANNUAL INCOM E

17%
33%
150000- 300000
300000- 500000
500000 and abov e
50%
Table showing Average responses of the respondents on
different categories of food.

Gender
South
Chinese Punjabi Indian Continental Mexican Italian
1.86 1.51 2.45 2.00 1.90 2.04
Male

1.94 1.86 2.22 2.04 1.82 2.24

Female
 Analysis Of Variance

• Aim – To study the relation between the preference of food with

different age groups.

Setting up of Hypothesis

• Alternate Hypothesis: There is significant difference in the

preference of food with different age groups.

• Level of significance at 5%.

• Summary table:

continued….
 ANOVA
Sum of Squares df Mean Square F Sig.
Chinese Between Groups 3.469 3 1.156 1.224 .306
Within Groups 80.328 85 .945
Total 83.798 88
Punjabi Between Groups 7.022 3 2.341 1.996 .120
Within Groups 109.040 93 1.172
Total 116.062 96
south Indian Between Groups 2.105 3 .702 .471 .703
Within Groups 120.648 81 1.489
Total 122.753 84
continental Between Groups 2.154 3 .718 .414 .744
Within Groups 100.620 58 1.735
Total 102.774 61
Mexican Between Groups .790 3 .263 .256 .857
Within Groups 33.967 33 1.029
Total 34.757 36
Italian Between Groups 3.533 3 1.178 .606 .614
Within Groups 93.236 48 1.942
Total 96.769 51

From the above table it is calculated that the null hypothesis is rejected and alternate
hypothesis is accepted.
The calculated value is less than the critical value.
So there is significantly difference in the preferences of different age groups.
Chi square test
Aim – To study the relation between the annual family income and the money spent
on per visit to a restaurant.

•Setting up of hypothesis

•Alternate hypothesis : There is significant difference in the annual family income

with the money spent on per visit to a restaurant.
• Level of significance- 5%
Summary table-

•The minimum expected count is 2.02.

The alternate hypothesis is accepted as the calculated value is more than the
critical or table value.
So there is significant difference in the annual family income with the money
spent on per visit.
Chi square test
• Aim- To study whether gender plays any role in frequency of visiting a
restaurant.
• Setting up of Hypothesis
• Alternate hypothesis: The gender plays role in frequency of visiting a
restaurant.
Summary table:

The minimum expected count is 4.46.

  
Null hypothesis is rejected and the alternate hypothesis is accepted as the
calculated value is more than the table value.
The gender plays a role in frequency of visiting a restaurant.
 
Chi square Test
• Aim – To study whether gender affects choice to explore different
restaurants of the city.

• Setting of Hypothesis
• Alternate hypothesis: Gender affects choice of exploring different
restaurants of the city.

• Summary table:

The minimum expected count is 4.46.

The alternate hypothesis is rejected and the null hypothesis is accepted.
Chi square test
• Aim- To study whether the brand name of the restaurant makes
difference in the opinion of gender.
• Setting of hypothesis:

• Alternate hypothesis : The brand name of the restaurant makes difference

in the opinion of gender.
• Summary table

The minimum expected count is 3.96.

 
Alternate hypothesis is accepted as the calculated value is more than the
critical value or table value.
So the brand name of restaurant makes difference in the opinion of gender.
 Limitations

 Due to constraint of resources region for research was

restricted to Chandigarh on the sample size of 101 only.
 In case of few respondents guinea pig effect was also
seen.
 There was hesitation in case of many respondents in
disclosing there monthly spending.
 Use of convenient sampling.