Factors leading up to the Management Problem/Decision
What Is The Impact Of Service Quality On Customer Satisfaction In Indian Restaurant?
In the recent era, the Indian food industry is poised for higher growth, increasing their best contribution to the WFT (world food trade) each year (Indian Food Services Industry: Engine for Economic Growth & Employment a Roadmap for Unlocking Growth Opportunities, 2018). The food segment has emerged as higher profit and growth area due to their enormous prospective for worth adding, especially within the FPI (food processing industry). Moreover, it is analyzed that the government of India has obtained 32% of the profit from the food market (IBEF 2018). Hence, the MoFPI (Ministry of Food Processing Industries) is making efforts to inspire entrepreneurs in order to invest in the food business (India’s food service industry: Growth recipe, 2016).
- The key issue in an Indian restaurant is increasing customer dissatisfaction caused of the lower level of service quality. The service quality could direct impact on the satisfaction level of the consumers.
- This research is intended to evaluate the impact of service quality on customer satisfaction in Indian Restaurant.
- The specific problem or issue to be investigated (what are you seeking to find out, what do you not know, what management decisions will be made and why is it important – why does it matter?)
- Market research: Organization needs to understand the actual needs and preference of consumers to enhance their satisfaction level (Kaura, et al., 2015).
- Discover key factors of success: What consumers investigate first in restaurant services, what are important things for consumers at the time of consuming goods and services.
- Management decisions: Which characteristics of a company should consider in restaurant services with respect to become competitive and successful in the marketplace.
Service quality is an important factor that consumers consider at the time of consuming goods and services. It might be expressive and respond to the consumer needs if an organization wants their goods to be sold and stay sustainable (Popli and Rizvi, 2015).
Your proposed Research Question (RQ) – stated in question format (e.g. How and why? Should and how? etc.) and associated research objectives (RO) i.e. the specific information needed to answer the RQ – stated in objective format (e.g. To explore, to investigate, to identify, to develop etc.)
Research Question: How service quality impact on customer’s satisfaction level in the case of Indian restaurant?
Research Objectives: The following research objectives will be accomplished to obtain a feasible solution with respect to the research question:
RO1: To identify the meaning and concept of services quality and customers satisfaction in case of an Indian restaurant
RO2: To explore the impact of service quality and consumer satisfaction level in the case of an Indian restaurant
RO3: To determine the relationship between service quality and consumer satisfaction level in the case of an Indian restaurant
RO4: To recommend strategies to improve the consumer satisfaction level in the case of an Indian restaurant
What specific subject area of business management are you investigating (ie what is your parent discipline e.g. marketing, HRM, international business etc.) and what is your key theoretical framework (domains, theoretical models, theories)
Subject area (parent discipline): Marketing management
Key theoretical frameworks: Customer satisfaction model, Kotler
Kaura, V., Durga Prasad, C.S. and Sharma, S., 2015. Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), pp.404-422.
Your proposed Research Question (RQ) and Research Objectives (RO)
Popli, S. and Rizvi, I.A., 2015. Exploring the relationship between service orientation, employee engagement, and perceived leadership style: a study of managers in the private service sector organizations in India. Journal of Services Marketing, 29(1), pp.59-70.
Xiang, Zheng, Zvi Schwartz, John H. Gerdes Jr, and Muzaffer Uysal. 2015. “What can big data and text analytics tell us about hotel guest experience and satisfaction?.” International Journal of Hospitality Management 44 (2015): 120-130.
India’s food service industry: Growth recipe 2016. India’s food service industry: Growth recipe. [Online]. Available at: https://assets.kpmg.com/content/dam/kpmg/in/pdf/2016/11/Indias-food-service.pdf (Accessed: 27 July 2018).
IBEF 2018. Indian Food Processing [Online]. Available at: https://www.ibef.org/industry/indian-food-industry.aspx (Accessed: 27 July 2018).
Indian Food Services Industry: Engine for Economic Growth & Employment A Roadmap for Unlocking Growth Opportunities. 2018. Indian Food Services Industry Overview. Available at: https://ficci.in/spdocument/20969/foodzania-2017-report.pdf (Accessed: 27 July 2018).
Outline your method/approach to gathering and analyzing data to address your research objectives. Prepare a table matching research objectives to methods (secondary and/or primary data collection required to address each objective). State how you will analyze the data collected
In this investigation, the researcher will consider both named primary and secondary data collection technique. Further, the primary data collection method will be collected by survey through a questionnaire to collect direct responses of the participants towards research matter. The secondary data will be gathered from existing sources like books, journals, and magazines (Xiang, et al., 2015). The data collection method enables to accomplish the research aim and objectives.
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Research Objective |
Data Collection Methods/Techniques (secondary and/or primary) |
Data Analysis Plan |
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R01: To identify the meaning and concept of services quality and customers satisfaction in case of an Indian restaurant |
Secondary data collection method |
Qualitative data analysis method will be used to collect the theoretical information about services quality and customers satisfaction. |
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R02: To explore the impact of service quality and consumer satisfaction level in the case of an Indian restaurant |
Primary data collection method |
Quantitative data analysis method will be considered by the researcher. In this, survey through questionnaire will be conducted to get the responses of research participants towards research matter. |
|
R03: To determine the relationship between service quality and consumer satisfaction level in the case of an Indian restaurant |
Primary data collection method |
Statistical data analysis method will be used to examine the collected data and meet RO3. |
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R04: To recommend strategies to improve the consumer satisfaction level in the case of an Indian restaurant |
Primary data collection method |
Statistical data analysis method will be used to examine the collected data and meet RO4. |
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Activity |
Week 1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
10 |
11 |
12 |
13 |
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Selection of research issue and examine the research objectives |
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Select the related articles and make a draft on a research study |
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Submit proposal/background |
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Collect the feasible information for a literature review |
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literature review Draft |
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Finalise the literature review |
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Submit progress report |
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Collect factual data |
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Selecting data analysis method |
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Analysis Data |
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Finalise report |
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Submit final report |
What additional feedback or guidance would you like to help you complete Task 2 and Task 3?
Is there a necessity to restate research objectives and question?
References
IBEF 2018. Indian Food Processing [Online]. Available at: https://www.ibef.org/industry/indian-food-industry.aspx (Accessed: 27 July 2018).
India’s food service industry: Growth recipe 2016. India’s food service industry: Growth recipe. [Online]. Available at: https://assets.kpmg.com/content/dam/kpmg/in/pdf/2016/11/Indias-food-service.pdf (Accessed: 27 July 2018).
Indian Food Services Industry: Engine for Economic Growth & Employment A Roadmap for Unlocking Growth Opportunities. 2018. Indian Food Services Industry Overview. Available at: https://ficci.in/spdocument/20969/foodzania-2017-report.pdf (Accessed: 27 July 2018).
Kaura, V., Durga Prasad, C.S. and Sharma, S., 2015. Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), pp.404-422.
Popli, S. and Rizvi, I.A., 2015. Exploring the relationship between service orientation, employee management, and perceived leadership style: a study of managers in the private service sector organizations in India. Journal of Services Marketing, 29(1), pp.59-70.
Xiang, Zheng, Zvi Schwartz, John H. Gerdes Jr, and Muzaffer Uysal. “What can big data and text analytics tell us about hotel guest experience and satisfaction?.” International Journal of Hospitality Management 44 (2015): 120-130.
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