The impact of quality customer care on customer satisfaction in restaurants in the Kumasi Metropolis

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The study sought to find out the impact of quality customer care on satisfaction in restaurants in Kumasi with the general objective of analysing restaurant operators’ quality customer care and how it impacts on customer satisfaction. Sample size of 2O4 customers from 17 restaurants formed the sample study of the research. The study revealed that though customers were satisfied with the service being offered them, yet customers complained over delay in service and waiting time. However, customer satisfaction was drawn from the taste of the food and the care that was offered by the restaurant operators. Communication between the customer and the restaurant operators was one of the factors that were affecting most customers because they were not given reason when delays do happen. This was affecting customer satisfaction and the study recommended a proactive and effective communication system to check it.
A thesis submitted to the Board of Postgraduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfilment of the requirements for the award of Master of Business Administration (Marketing), 2008