Factors Affecting Customer Satisfaction in the

Fast Food Restaurants of Kathmandu

Presented by:-
Sudesh Sharma
M6010525200152
MAY 2020
 Introduction

•Rapid growth of restaurant business

• Particularly increasing number of fast food restaurants in
Kathmandu
• Low-end to high- end fast food restaurants
• Influenced from the foreign countries
• People have started dining outside more frequently
 Statement of the problem

•Strong competitive fast food market

• Fast food restaurants cannot sustain their business.
• Fast food restaurants competing for the same market
segment
• Biggest issue: Not being able to satisfy the consumer
 Objectives of the Study

 
• To study the relationship between staff performance
and customer satisfaction
• To investigate how service quality affects customer
satisfaction
• To measure the level of customer satisfaction of fast
food restaurants
• To recommend strategies to enhance customer
satisfaction
Respondents
 Methodology
Research design: Descriptive Research
Data sources
Primary data
Secondary data
Research method: Survey
Research tools: Questionnaire
Sampling
Sample size – 305 respondents
Convenience sampling
 Findings

  Frequency Percent

Highly dissatisfied 7 2.3

Dissatisfied 9 3.0

Highly dissatisfied 7 2.3

Dissatisfied 9 3.0

Neither satisfied nor dissatisfied 53 17.4

Satisfied 211 69.2

Highly satisfied 25 8.2

Total 305 100.0

 Conclusion
•1st objective: to study the relationship between the staff
performance and customer
- Correlation analysis between the staff performance and
customer satisfaction
•2nd objective: to investigate the effects of service quality on
customer satisfaction
- Mean satisfaction levels for service quality
 Recommendation

There is still room for improvement in certain areas

- Transform the satisfied customers into highly satisfied customers
- Dissatisfaction with the free wireless internet services
- Provide fast wireless internet service with free of cost, no any
interruption and easily accessible
- Need to conduct similar researches using more variables like
marketing and promotion, and so on.
 References
• Angelova, B., & Zekiri, J. (2011). Measuring Customer Satisfaction with Service Quality using
American Customer Satisfaction Model (ACSI Model). International Journal of Academic
Research in Business and Social Sciences, 232-258.
• Back, K. J. (2012). Impact-Range Performance Analysis and Asymmetry Analysis for
Improving Quality of Korean Food Attributes. International Journal of Hospitality
Management, 535-543.
• Baker, J. (1987). The Role of the Environment in Marketing Services: The Consumer
Perspective. In J. A. Czepiel, & C. A. Congram, The Services Challenge: Integrating for
Competitive Advantage (pp. 79-84).
• Bateson, J., & Hoffman, K. (2000). Managing Service Marketing. Boston: Dryden press.
• Beard, R. (2014). Why Customer Satisfaction Is Important (6 Reasons). Retrieved 12 15,
2014, from Client Heartbeat: http://blog.clientheartbeat.com/why-customer-satisfaction-is-
important/
THANK YOU !!!