Customer Satisfaction in Milma

STUDY ON THE CUSTOMER SATISFACTION ON MILMA TEA

STALL

PROJECT REPORT

Submitted by

FAHIM.T

M.B.A(T.T)

Under the Guidance of

Prof Dr. P.R WILLSON

Submitted in partial fulfillment of the requirement for the award of the degree of

Master of International Business

Cochin University of Science and Technology, Kochi

2010 – 2012

SCHOOL OF MANAGEMENT STUDIES

COCHIN UNIVERSITY OF SCIENCE AND TECHNOLOGY

SCHOOL OF MANAGEMENT STUDIESDECLARATION

I hereby declare that this report titled “A Case Study on Cargo Capacity - Cochin

International Airport Limited” is a bonafide record of work done by myself during the academic

year, 2009-2010 in partial fulfillment of the requirements of MIB degree of CUSAT.

This work has not been undertaken or submitted elsewhere in connection with any

other academic course and the opinions expressed in this report are entirely my own.

Place:

Date:

FAHIM.T

ACKNOWLEDGEMENT

I sincerely extend my gratitude to all who helped in completing this project

successfully. First of all, I thank God almighty who showered upon me infinite grace to initiate

and complete this project work successfully.

I solemnly express my sincere gratitude to Prof Dr. P.R WILLSON for the

guidance and valuable comments I received through out my project. I was greatly benefited by

his support and encouragement.

I express my heartfelt thanks to Mr. AKBAR (milma tea stall) for giving me this

opportunity to carry out my study.

I owe a lot to my parents and my siblings for their prayers &

continuous support for the completion of my project. Last, but not the least, I express my deep

gratitude to my professors, friends for all their support during the project period.

FAHIM.T

Executive Summary

Nowadays, foodservice business is highly competitive. In terms of food and

beverage control, foodservice operation managers should realize that management which

survives and goes on to real success is one that makes every possible effort to really control the

overall operation of its foodservice establishment.

Milma tea stall is one of the smallest shop in

the entire kalamasseri but its very big in the sales volume. There are a lot of customers for milma

tea stall with in the cusat campus. There are more than 6000 students and other university staffs

are heavily depending on the milma tea stall for tea and snacks .So its very relevant to conduct a

study on the customer satisfaction on milma tea stall .the study is mainly focused on the students

because majority of the customers are students the study can be used to improve the performance

and customer satisfaction of the milma tea stall. As it is a service oriented business its very

relevant to study why such a small shop makes very huge profit and how they are attracting the

customers.

The samples were taken from the students because the majority of the customers are

students. The questionnaire method is a used. Total 50 samples are taken. The method used for

the sampling was convenient sampling. The nature of the study is descriptive research. This

report is based on primary as well secondary data, however primary data collection was given

more importance since it is overhearing factor in attitude studies. Research is totally based on

primary data. Secondary data can be used only for the reference. Research has been done by

primary data collection,

INTRODUCTION

Rationale for the Study

Nowadays, foodservice business is highly competitive. In terms of food and beverage control, foodservice operation managers should realize that management which survives and goes on to real success is one that makes every possible effort to really control the overall operation of its foodservice establishment . The market trends are set to change sector coverage including cafes/bars, full-service restaurants, fast food, home delivery, and street stalls. In addition, the report refers to the healthy eating trend that manufacturers of around 7,000 sweet and savoury snack brands would be required to provide more detailed health warnings concerning their sugar and salt contents. This stronger consumer awareness is expected to shift the focus toward healthier consumer foodservice. The eating establishments become important in which the consumer can freely choose to eat. Milma tea stall is one of the smallest shop in the entire kalamasseri but its very big in the sales volume. There are a lot of customers for milma tea stall with in the cusat campus. There are more than 6000 students and other university staffs are heavily depending on the milma tea stall for tea and snacks .So its very relevant to conduct a study on the customer satisfaction on milma tea stall .the study is mainly focused on the students because majority of the customers are students the study can be used to improve the performance and customer satisfaction of the milma tea stall. As it is a service oriented business its very relevant to study why such a small shop makes very huge profit and how they are attracting the customers.

1.1 OBJECTIVES OF THE STUDY

The broad objectives of the study were

To find out the customer satisfaction on milma tea stall

To suggest the ways to improve customer satisfaction

1.2 SCOPE OF THE STUDY

The scope of this project is to suggest the ways to improve the customer satisfaction on the milma

tea stall. The will be help full to find out the ways to measure the customer satisfaction succussfull.

A lot of people are depending milma tea stall for their daily needs so the study will be helpful to

them also.

1.3 METHODOLOGY

1.3.1 Research design

A research design is the determination and statement of the general research approach or strategy

adopted for the particular project.

Sample size

The number of sample is 50 students with in the CUSAT . Each respondent is treated as a case of

detailed analysis. Various data were collected by the means of questionnaire and

observation.primary and secondary data are considered for the purpose of analysis

1.3.2 Data collection method

For the accumulation of data the sources were primary and secondary data.

Primary Data :

These data are raw material. They are the measurement observed and recorded as a part of

original study. They are original in character. The investigator or researcher directly collects this

data. The basic form of obtaining this data is by observing and questioning. The Primary data

was a detailed questionnaire.

Secondary Data:

They are not originally drawn by the researcher as fresh data. These are collected by some other

person for this purpose and published. These types of data can be collected through various

sources.

For this study the secondary data were collected from the various websites and books.

1.3.3 Tools and techniques of analysis

Percentage analysis and statistical tools were used in the study. 1.3.4 Location and Duration of

the studyThe study was conducted at CUSAT campus. The duration of the project study was two

weeks .

Restaurant Industry

According to Biswas and Cassell (1996), a restaurant business “is a very complex and unique

industry dealing with multiple facets of typical business operations. It is one of a few businesses

that must coordinate the complex tasks within the confines of the same facility.” Manufacturing

component has to do with kitchen operations. To effectively operate this business, restaurant

operators must coordinate proper human resource management practices in hiring, developing,

and executing the service practices to ensure the positive dining experiences as well as develop

strategic processes to execute production and expediting of all food and beverage items (as cited

in Koutroumanis, 2005, p. 20).

According to Zeithaml et al. (1996), a critical success factor of any business is “the ability to

generate repeat business.” Regarding Crook, Ketchen, and Snow (2003), “This is even more

critical in the restaurant industry. Because of extremely low switching costs, customers have a

wide array of choices of where they can dine. If they are not satisfied with their dining

experience at one restaurant, it is very easy for them to choose another (as cited in

Koutroumanis, 2005, p. 22).”

In short, restaurant operators must be concerned with the product quality, and the level of service

quality results in the customers‟ satisfaction, which is the core of the restaurant service

industry‟s achievement.

Restaurant satisfaction

Researcher about satisfaction has been studied widely but almost all the studies about

satisfaction toward restaurants are generally confidential because the restaurant owners do not

like people to know how bad their restaurants are. Here are some in which respondents are used

as a model: ombatpaiboonchai O.,(2005) studied “Staff Satisfaction of the Staff Canteen: A

Case Study of Shangri-La Hotel, Bangkok”. The study was aimed to measure the staff

satisfaction level in terms of quality of food and beverages, services, utensils and facilities of the

staff canteen in Shangri-La. The results were found that most staff satisfaction was at a

satisfactory level. Nevertheless, for food and beverages, customer satisfaction toward the taste of

food was rated at a moderate level. Moreover, the lowest ranking of customer satisfaction was

toward the utensils which were cleanliness and sanitation.

Ubolpoolpol P., (2005) revealed in “Fast Food Consumption Behavior among People of

Different Genders and Ages: A Case Study of McDonald”. It consists of 3 main objectives as

follows: 1.) to find out consumption behavior towards McDonald‟s among people of different

ages and gender 2.) To explore people‟s attitudes towards McDonald‟s in terms of food, service,

and location 3.) To predict the future business of McDonald‟s in the Thai market for the next

decade The result was found that there was a difference in the frequency of consumption at

McDonald‟s, the time to go McDonald‟s, and the money spent on McDonald‟s between males

and females. However, there was no difference in the duration of the stay at McDonald‟s

between male and female. For the attitudes result, the majority of the respondents were satisfied

with McDonald‟s in terms of food, service, and location.

Restaurant Management

The entrepreneur should study „restaurant management‟ to organize the restaurant effectively. It

consists of man, material, money, and method. Firstly, man is the most important factor since it‟s

considered as fundamental in effective management because it leads to productivity.

(Chamornmarn W., 2006)

In the restaurant business, revealed that there are 8 positions in restaurant management and

service as follows:

1.ooRestaurant Manager coordinates the operation of the kitchen and the restaurant to insure that

they function effectively and profitably.

2.ooAssistant Managers perform the duties when the manager is not present. They also assist the

manager in preparing and submitting regular reports to the entrepreneur concerning such topics

as costs, profits, personnel, and special problems.

3.ooSupervisor takes control the staff and is responsible for the cleanliness of the restaurant and

reservations of the customers. Also, He/she has to write a daily report to the manager.

4.ooCaptain supervises the activities of the waiters and the bus boy in an assigned area. He/she

escorts customers to their tables and may take the customers‟ food orders, recommending dishes

and wines.

5.ooHostess takes the reservations of customers, welcomes them and takes them into the

restaurant.

6.ooWaiters/ Waitresses serve the prepared food and help the captain during work. They also set

the utensils on the table.

7.ooBus boys/ Girls perform a variety tasks such as removing used dishes from tables, wiping off

tables, and replacing linens. They reset tables with clean dishes and fill water glasses.

8.ooStewards clean up dishes and other utensils. All levels of man should have a „service-mind‟.

In this case, „service‟ is not an acronym but” it uses each letter from the word „service‟ to relate

to what each staff should do/ have.

S = Smile

The staff should smile nicely and sincerely. Service and smile can get along together.

Particularly, our Siamese smile always impresses foreign customers.

E = Eye Contact

When the staff smile at the customer, later they should have eye contact and greet the customer

gently.

R = Remember

If the staff can remember the customer‟s name or favorite food, the customer will be more

impressed.

V = Viewing

The staff should look around and take care of the customers well.

I = Information

Giving the right information and offering the menu gains an advantage over the

competitors because the staffs who can give more information have a greater chance to satisfy

the customer.

C = Courtesy

The staff should realize that they are just the staff, not a friend of the customers,

although the customer gives friendliness to them.

E = Empathy

The staff should know what the customer wants. Secondly, material is another factor considered

to be a management resource such as a building, products, etc. The entrepreneur should have

knowledge of and understand the purchased material well. In this study, the researcher will

present the place (location, atmosphere, and etc.) and product (food and service). For the place,

Mealey L. stated that the restaurant location should be considered in four factors: population

base, parking, accessibility, and visibility.

However, in stated that the entrepreneurs should know which business they will run. If it is a

restaurant business, the entrepreneur will have to choose the location closest to the target group.

They should first survey how many customers and competitors they will have. Moreover, they

should make their restaurant different in order to attract customers. Then, Atmosphere makes an

impression on people. The building design, decor, interior color scheme, texture of the walls,

service, and the food create the atmosphere. The right atmosphere can relax guests and make for

a good feeling and gain repeat customers. The proper atmosphere can make the food, service and

whole dining experience seem better.

People want to escape from problems and everyday surroundings. The atmosphere should project

a feeling of friendliness and comfort, be attractive and interestingly different. The atmosphere is

remembered long after the meal is finished. For the entrepreneur, this means repeat customers

and a profitable operation. Not everyone wants the same emotional response from a restaurant's

atmosphere. After busy working day, people would prefer to eat in a quiet, relaxed, intimate

atmosphere. However, for those who have worked alone in a quiet environment, a noisy

restaurant might provide a needed contrast. Therefore, it is very important to be familiar with the

characteristics of the type of people you serve (Michigan State University, 2002). The variety

and Quality of raw material has a significant impact on the quality and taste of the food, so the

entrepreneur should be careful about it. From the Food and Drug Administration (2001), Hazard

Analysis and Critical Control Points (HACCP) is a production control system for the food

industry. It is a process used to determine the potential danger points in food production and to

define a strict management and monitoring system to ensure safe food products for consumers.

HACCP is designed to prevent potential microbiological, chemical, and physical hazards, rather

than catch them. The Food and Drug Administration (FDA) and the United States Department of

Agriculture (USDA) use HACCP programs as an effective approach to food safety and

protecting public health. There are 7 principles of HACCP as following:

1.ooAnalyze hazards: Potential hazards associated with food and measures to control those

hazards are identified. The hazard can be biological, such as a microbe; chemical, such as a

toxin; or physical, such as ground glass or metal fragments.

2.ooIdentify critical control points: These are points in a food's production from its raw state

through processing and shipping to consumption by the consumer at which the potential hazard

can be controlled or eliminated, such as cooking, cooling, packaging, and metal detection.

3.ooEstablish preventive measures with critical limits for each control point: For cooked food,

for example, this may include setting the minimum cooking temperature and time required to

make sure of the elimination of any harmful microbes.

4.ooEstablish procedures to monitor the critical control points: Such procedures may include

determining how and by whom cooking time and temperature should be monitored.

5.ooEstablish corrective actions to be taken when monitoring shows that a

critical limit has not been met: For example, reprocessing or disposing of food if the

minimum cooking temperature is not met.

6.ooEstablish procedures to verify that the system is working properly: For example, testing

time-and-temperature recording devices to verify that a cooking unit is working properly.

7.ooEstablish effective recordkeeping to document the HACCP system: This may include

records of hazards and their control methods, the monitoring of safety requirements and action

taken to correct potential problems. Validation ensures that the plants do what they were

designed to do; that is, they are successful in ensuring the production of a safe product.

Next, another product that the entrepreneur should be concerned about is service because the

restaurant provides both food and service to the customer. Service is a kind of product. There are

four main characteristics of service that differ from other business as follows: (Kotler, 2000; pp.

429-438)

1.ooIntangible Product: Services are intangible but physical products are different. Services

cannot be seen, tasted, felt, heard, or smelled before they are bought. The customer will draw

inferences about service quality from the place, people, equipment, communication material,

symbols, and prices that they see.

2.ooInseparable Product: Services are produced and used at the same time. This is not true of

physical goods, which are manufactured, put into an inventory, distributed through multiple

resellers, and consumed still later. If people render the service, then the provider is a part of

service. Since the client is also present as the service is produced, provider-client interaction is a

special feature of service marketing. Both the provider and the client affect the service outcome.

3.ooPerishable Product: Service cannot be stored. The perish ability of service is not a problem

when demand is steady because it is easy to staff the services in advance. When demand

fluctuates service firms have difficult problems.

4.ooVariable Product: Service is highly variable because it depends on who provides it and when

it is provided. Customers are aware of this high variability and frequently talk to each other

before selecting a service provider. Service firms can take three steps toward quality control. The

first step is investing in good human resources selection and training. The second step is

standardizing the service performance process throughout the organization. It is helped by

preparing a service blueprint that depicts the service events and processes in a flow chart, with

the objective of recognizing potential service failure points. The third step is monitoring

customer satisfaction through suggestion and complaint systems, customer surveys, and

comparison-shopping, so that poor service can be detected and corrected.

Thirdly, money is necessary to do any business. The entrepreneur wants to make a profit in the

restaurant business. (Powers & Barrows, 1999) There are two basic approaches to raising profit:

to increase sales and to reduce costs. To increase sales one must sell to more people or sell more

to the present customers or do both. If the entrepreneur increases the number of customers, it can

achieve a good reputation and may build its customer base through word-of-mouth referrals. The

entrepreneur can also increase sales by checking averages. It can be to raise price; however, this

method risks a loss of customers. The better way is a menu redesign and suggestive selling.

Another approach is to reduce costs. It involves more careful scheduling of employees, improved

portion control, and more careful monitoring of the issue and use supplies such as soap, paper

goods, and other disposables. This is a careful review of the operation to find places where waste

can be reduced without loss of quality. Lastly, method is another management resource (4Ms).

The researcher would like to present a PDCA in „Total Quality Management: TQM‟ to manage

and/or solve any problems in the restaurant business. In fact, the PDCA cycle was originally

developed by

Stewart but it was taken up and promoted very effectively in the 1950s by Deming; therefore, is

known as `the PDCA Deming Cycle'. (HCI, n.d.) It begins with a Planning phase in which the

problem is clearly identified and understood. Potential solutions are then generated and tested on

a small scale in the “Do” phase, and the outcome of this testing is evaluated during the Check

phase. “Do” and “Check” phases can be repeated as many times as needed before the full,

polished solution is implemented in the “Act” phase. If compared with the restaurant business,

the PDCA cycle can help improve a restaurant. For example, there are few customers during

2pm-5pm, so the entrepreneur sets a special price in some menus. After that, the number of

customer increase and the income improves as well.

However, the entrepreneur always needs to adapt in order to attract customers. After knowing the

management resources in a restaurant business, customer satisfaction is an external factor that

the entrepreneur cannot ignore.

5.1 METHODOLOGY

The nature of the study is descriptive research. This report is based on primary as well

secondary data, however primary data collection was given more importance since it is

overhearing factor in attitude studies. One of the most important users of research methodology

is that it helps in identifying the problem, collecting, analyzing the required information data and

providing an alternative solution to the problem .It also helps in collecting the vital information

that is required by the top management to assist them for the better decision making both day to

day decision and critical ones.

5.2 DATA SOURCES

Research is totally based on primary data. Secondary data can be used only for the reference.

Research has been done by primary data collection, and primary data has been collected by

questionnaire method. The secondary data has been collected through various journals and

websites

5.3 COLLECTION OF DATA

This questionnaire method of data collection is quite popular. In this method a questionnaire is

given to the customers, with a request to answer the questions and return the questionnaire. A

questionnaire consists of a number of questions printed in a definite order on form or a set of

forms. The questionnaire is given or provided to the respondents who are expected to read and

understand the questions and write down the answers in the space meant for the purpose in

questionnaire itself. The respondents have to answer the questionnaire on their own.

5.4 QUESTIONNAIRE DESIGN

The data was collected by means of questionnaire and was classified and analyzed carefully.

Questionnaire is constructed so that the objectives are clear to the respondents. In this research,

the questionnaire was formed as a direct and structured one. The type of questions that were

included was:

1. Close-ended questions:

This type of question has only two answers in the form of yes/no or true/false.

2. Multiple-choice questions:

In this case, the respondents are offered two or more choices. The respondent has to

indicate which is applicable in his case.

3. Dichotomous Questions: Question with two possible answers to the question, for

example “yes” or “No” were used.

5.5 SAMPLING

Sampling is that part of statistical practice concerned with the selection of individual

observations intended to yield some knowledge about a population of concern, especially for the

purposes of statistical inference. Each observation measures one or more properties of an

observable entity enumerated to distinguish objects or individuals.

5.5 .1 SAMPLING PROCEDURE

The sample is selected from the customers of milma tea stall. Students are selected for sampling.

convenient sampling used

5.6 DATA ANALYSIS

The number of sample is 50customers with in the CUSAT. Each respondent is treated as a case

of detailed analysis. Various data were collected by the means of questionnaire primary and

secondary data are considered for the purpose of analysis

INTRODUCTION

The datas are analysed on the basis of response of the questionnaire which is filled by the customers the detailed interpretation of the data is give in this section

sex

sex FREQUENCY PERCENTAGE

male 28 56female 22 44

Interpretation

The sex of the respondents is found out. Its found that 56% of the respondents are male and 44%

Of the respondents are female

56%

44%

sexmale female

COURSE DOING

Interpretation

The course which is currently doing by the respondents are found out. 14 % are doing digree and 86

% are doing pg

14%

86%

COURSE DOINGdigree pg

COURSE DOING FREQUENCY PERCENTAGEdigree 7 14pg 43 86

FREQUENCY OF VISITS TO MILMA

VISITS FREQUENCY PERCENTAGEevery day 29 58alternate days 18 36twice in a week 3 6weekly 0 0rarely 0 0

Interpretation

The frequency of visits to milma tea stall is found out. Its found that 58% of the respondents visits every day , 36% of the visits on alternate days ,6% of the respondents are visiting twice in week,0% of respondents visits weekly and 0% of the respondents rarly visits. The pie chart regarding response is given below.

58%36%

6%

FREQUENCYevery day alternate days twicw in a weekweekly rarely

FOOD IS HOT AND FRESH

Table

Interpretation

The opinion about wheather the food is hot and fresh is found out. Its found that 0% of the respondents strongly dis agreed , 0% of the respondents somewhat dis agreed ,10 % of the respondents are neutral ,28% of respondents somewhat agreed and 62%of the respondents strongly agreed. The pie chart regarding response is given below.

10%

28%

62%

FOOD IS HOT AND FRESHStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

FOOD IS HOT AND FRESH

FREQUENCY PERCENTAGE

Strongly disagree 0 0somewhat disagree 0 0neutral 5 10somewhat agree 14 28strongly agree 31 62

GOOD VARIETY OF ITEMS

Interpretation

The opinion about wheather the milma has good variety of food items is found out. Its found that 0% of the respondents strongly dis agreed , 6% of the respondents somewhat dis agreed ,18 % of the respondents are neutral ,48% of respondents somewhat agreed and 28%of the respondents strongly agreed. The pie chart regarding response is given below.

6%

18%

48%

28%

GOOD VARIETY OF ITEMSStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

GOOD VARIETY OF ITEMS



TASTY AND FLAVOURFUL FOOD

Interpretation

The opinion about wheather the milma has tasty and flavourful food items is found out. Its found that 2% of the respondents strongly dis agreed , 6% of the respondents somewhat dis agreed ,38 % of the respondents are neutral ,44% of respondents somewhat agreed and 10%of the respondents strongly agreed. The pie chart regarding response is given below.

2%

6%

38%44%

10%

TASTY AND FLAVOURFUL FOODStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

TASTY AND FLAVOURFUL FOOD



CORRECT AND COMPLETE ORDER

Interpretation

The opinion about wheather the the order is correct and complete is found out. Its found that 6% of the respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,34 % of the respondents are neutral ,40% of respondents somewhat agreed and 6%of the respondents strongly agreed. The pie chart regarding response is given below.

6%8%

34%40%

12%

CORRECT AND COMPLETE ORDERStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

CORRECT AND COMPLETE ORDER



EMPLOYEES ARE PATIENT

Interpretation

The opinion about wheather the employees are patient is found out. Its found that 6% of the respondents strongly dis agreed , 10% of the respondents somewhat dis agreed ,32 % of the respondents are neutral ,44% of respondents somewhat agreed and 8%of the respondents strongly agreed. The pie chart regarding response is given below.

6%

10%

32%44%

8%

EMPLOYEES ARE PATIENTStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

EMPLOYEES ARE PATIENT FREQUENCY PERCENTAGEStrongly disagree 3 6somewhat disagree 5 10neutral 16 32somewhat agree 22 44strongly agree 4 8

SERVED PROMPTLY

Interpretation

The opinion about wheather the respondents got served promptly is found out. Its found that 6% of the respondents strongly dis agreed , 10% of the respondents somewhat dis agreed ,32 % of the respondents are neutral ,44% of respondents somewhat agreed and 8%of the respondents strongly agreed. The pie chart regarding response is given below.

6%8%

36%38%

12%

SERVED PROMPTLYStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

SERVED PROMPTLY FREQUENCY PERCENTAGEStrongly disagree 3 6somewhat disagree 4 8neutral 18 36somewhat agree 19 38strongly agree 6 12

AVAILABILITY OF ACCESSORIES

Interpretation

The opinion about the availability of accessories is found out. Its found that 8% of the respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,50 % of the respondents are neutral ,30% of respondents somewhat agreed and 4%of the respondents strongly agreed. The pie chart regarding response is given below.

8%8%

50%

30%

4%

AVAILABILITY OF ACCESSORIESStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

AVAILABILITY OF ACCESSORIES



EMPLOYEES SPEAKS CLEARLY

Interpretation

The opinion about wheather the employees speaks clearly is found out. Its found that 8% of the respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,50 % of the respondents are neutral ,30% of respondents somewhat agreed and 4%of the respondents strongly agreed. The pie chart regarding response is given below.

4% 4%

56%

20%

16%

EMPLOYEES SPEAKS CLEARLYStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

EMPLOYEES SPEAKS CLEARLY FREQUENCY PERCENTAGEStrongly disagree 2 4somewhat disagree 2 4neutral 28 56somewhat agree 10 20strongly agree 8 16

EMPLOYEES ARE FRIENDLY

Interpretation

The opinion about wheather the employees are friendly is found out. Its found that 0% of the respondents strongly dis agreed , 4% of the respondents somewhat dis agreed ,34 % of the respondents are neutral ,28% of respondents somewhat agreed and 34%of the respondents strongly agreed. The pie chart regarding response is given below

4%

34%

28%

34%

EMPLOYEES ARE FRIENDLYStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

EMPLOYEES ARE FRIENDLY FREQUENCY PERCENTAGEStrongly disagree 0 0somewhat disagree 2 4neutral 17 34somewhat agree 14 28strongly agree 17 34

PRICE WORTHINESS

Interpretation

The opinion about wheather the food is worthy for the cash is found out. Its found that 0% of the respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,54% of the respondents are neutral ,18% of respondents somewhat agreed and 20%of the respondents strongly agreed. The pie chart regarding response is given below

8%

54%

18%

20%

PRICE WORTHINESSStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

PRICE WORTHINESS FREQUENCY PERCENTAGEStrongly disagree 0 0somewhat disagree 4 8neutral 27 54somewhat agree 9 18strongly agree 10 20

PRICE COMPITITIVENESS

Interpretation

The opinion about wheather the employees are friendly is found out. Its found that 0% of the respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,48 % of the respondents are neutral ,24% of respondents somewhat agreed and 20%of the respondents strongly agreed. The pie chart regarding response is given below

8%

48%24%

20%

PRICE COMPITITIVENESSStrongly disagree somewhat disagree neutralsomewhat agree strongly agree

PRICE COMPITITIVENESS FREQUENCY PERCENTAGEStrongly disagree 0 0somewhat disagree 4 8neutral 24 48somewhat agree 12 24strongly agree 10 20

INTRODUCTION

This chapter examines the implications of the findings and offers some suggestions to

milma teastall. The present study traces factors affecting customer satisfaction both positively

and negatively. These findings and suggestions may help the milma to improve their perfomance

FINDINGS

The findings are based on three major factors about milma tea stall regarding the customer

satisfaction. they are explained below

PRODUCT QUALITY

Majority of the people are satisfied with the hot and fresh food from the

milma but still a few people are not much satisfied with the hotness and

freshness of the food

Majority of the customers are satisfied with the variety of the food items

which milma is providing but as the above case a few people are still not

satisfied

Majority is satisfied with the tasty and flavourful food

RESAURANT SERVICE

Over all performance of the restaurant service is good. majority of the

customers are satisfied with the service. all of the customers said that the employees are

friendly. the over all openion about the employees are good.customers are satisfied with over all

performance of the restaurant service.

PRICE WORTHINESS

The customers are satisfied with the price worthiness of the products .majority said

that the prices are competitive

7.2 SUGGESTIONS

Provide more facilities like chairs for sitting and having the food items Expand the tea stall in to a small restaurant Increase the variety of food items Reduce the time delay for serving the food Give equal priority to all customers Improve over all quality of the food

NTRODUCTION

The milma tea stall is one of the largest profit making tea stall with in the CUSAT cmpus.A number of students, teachers,none teaching staffs and other nearly residing people are heavily depending milma.So milma will not have to face any shortage of customers. The majority of the existing customers are satisfied with milma.if they improve their perfomance futher they can attarct more customers.

8.1 SUMMARY OF MAJOR FINDINGS

PRODUCT QUALITY

Majority of the people are satisfied with the hot and fresh food from the milma but

still a few people are not much satisfied with the hotness and freshness of the food

Majority of the customers are satisfied with the variety of the food items which

milma is providing but as the above case a few people are still not satisfied Majority

is satisfied with the tasty and flavourful food

RESAURANT SERVICE

Over all performance of the restaurant service is good. majority of the

customers are satisfied with the service. all of the customers said that the employees are

friendly. the over all openion about the employees are good.customers are satisfied with over all

performance of the restaurant service.

PRICE WORTHINESS

The customers are satisfied with the price worthiness of the products .majority said that the prices are competitive

8.2SUMMARY OF MAJOR SUGGESTIONS

Provide more facilities like chairs for sitting and having the food item .Expand the tea stall in to a small

restaurant. Increase the variety of food items .Reduce the time delay for serving the food Give equal

priority to all customers. Improve over all quality of the food

CONCLUSION

The milma tea stall is one of the largest profit making tea stall with in the CUSAT cmpus.A number of students, teachers,none teaching staffs and other nearly residing people are heavily depending milma.So milma will not have to face any shortage of customers. The majority of the existing customers are satisfied with milma.if they improve their perfomance futher they can attarct more customers.

8.3LIMITATIONS OF THE STUDY:

1. The major limitation of the study was the time.

2. Lack of secondary data

3. There were no previous study conducted in the milma tea stall

4. As milma is a small tea stall there were not much dimensions for the study

.

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APPENDIXQuestionnaire

CUSTOMER SATISFACTION IN MILMA RESTAURANT

Name of customer: ______________________

Age: _____________

Sex:

Course Doing :

How often do you go to milma restaurant

Every day alternate days twice in a week

weekly rarely

Please give us your opinion related to the following aspects of the FOOD QUALITY

1. The food is served hot and fresh

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

2. The milma has a good variety of items



3. The food is tasty and flavorful



Please give us your opinion related to the following aspects of the RESTAURANT SERVICE

4. My food order was correct and complete



5. Employees are patient when taking my order



6. I was served promptly



7. Availability of sauces, utensils, napkins, etc. was good



8. Employees speak clearly



9. Employees are friendly and courteous



Please give us your opinion related to the following aspects of the PRODUCT PRICES

10. The food is a good value for the cash



11. Prices are competitive



Documents

Customer Satisfaction in Milma