Customer satisfaction and loyalty in food and service with McDonald in Dewsbury

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TABLE OF CONTENTS

Relationship between Customer Satisfaction and Food and Service Quality1

Factors That Can Influence the Customer Satisfaction2

Product Quality2

Promotion4

Service Quality5

Customer Experiences9

Brand10

Perceived Value12

Implementation to improve the factors influencing Customer Satisfaction14

Information Management14

Integrated Quality Management16

Performance Management Tool18

Enhancing Customer Relationship Management21

Customer Loyalty Programs25

Customer Satisfaction and Customer Loyalty27

Trust27

Conflict Handling28

Safe environment28

Advertisement28

Costs28

Effect of Brand McDonald on Customer Satisfaction29

REFERENCES30

Customer Satisfaction and Loyalty in Food and Service with Mc Donald in Dewsbury

Relationship between Customer Satisfaction and Food and Service Quality

Quality of Service is the judgement or global attitude about the advancement and advantages of a service. In order to sustain in the globally competitive world, the companies belonging to service industry should achieve a standard service quality that goes beyond the expectation of the customer. The success or failure of a service-oriented organisation depends on the service quality of that organisation. Organisations and companies that practically employ customer satisfaction measuring tools, do this is because of one specific reason that satisfied customers play an essential role in the success of an organisation (Ishikawa, 2000, 70). Improved service quality is two-fold: increases profitability because the costs cut down and because customer satisfaction increases. Improved customer satisfaction in turn leads to improved customer retention rate which translates into gains in market share and, consequently, an increase in profitability.

According to the research it is observed that customer satisfaction and quality of food and services have a very relationship with each other. In order to increase the customer satisfaction, organisations need to focus on providing best quality of services. If the customer will get efficient and effective quality of service, he or she will go satisfied from the restaurant irrespective of the high price or other factors. If the service is not good, then no matter even the food is good, the customer will not be satisfied. It is also observed, that the customers that are more satisfied with the services of the organisation, it is easier to retain that customer and also recommends the services of the organisation to his or her fiends, family, peers, fellows, colleagues, etc.

Customer satisfaction has become one of the most important areas in which organizations can differentiate themselves from their competitors. This differentiation is essential for service organizations, especially, because the profit margin on their many products is small. In addition, fierce global competition has forced service organizations to find ways to keep their existing customers and attract new ones.

Factors That Can Influence the Customer Satisfaction

Product Quality

Consumer rates a product at higher quality when that product or service is capable enough to satisfy their expectations and preferences. These circumstances include numerous characteristics, some of these either contribute very little or almost nothing to the product functioning but are considered to fundamental in increasing customer satisfaction. According to another point of view observed reacted to the quality of the service or product is to incorporate characteristics which are directly concerned with the operation and functionality of the product (Webb, 2005, 110).

The quality is the set of properties ...