How to improve customer service at Muffin Break

Loona, Sandeep and Yeung, Deniss (2018) How to improve customer service at Muffin Break. Applied Management Conference, Hamilton, New Zealand, July, 2018.

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Abstract or Summary

The research evaluates the ways to improve customer service quality that could have a significant impact on customer satisfaction and customer loyalty in terms of customer service at Muffin Break. A conceptual model constituting different dimensions of customer service quality such as food quality, food variety, cafeteria ambiance, and staff interaction with customers were studied to establish long-term sustainability and productivity in business. The research evaluation was conducted at Muffin Break, the Base, Hamilton, by using mixed methodology, quantitative and qualitative research. The self-directed questionnaire was distributed to seventy customers, and three staff members were interviewed at the cafeteria. The data was collected and analysed in the form of pie charts, bar graphs, and tables to obtain more detailed results. The key findings show various factors considered in the study are positively correlated with service quality given to customers at Muffin Break. It can be evaluated from key findings that the influence of excellent food quality offered by cafeteria had a significant effect on customer service. Recommendations include providing a direction for the betterment of the services and facilities with the introduction of new food items in the menu, pay wave service, Wi-Fi facilities for customers, and online skill-based training programmes for staff, resulting in the maximum competitive influence of the business in the marketplace.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:business, food industry, customer service
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6241
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Deposited On:26 Nov 2018 02:01
Last Modified:26 Nov 2018 02:01

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