Assignment 1-3 Essay Example | Topics and Well Written Essays - 1750 words

Assignment 1-3 - Essay Example And, if the cause is the significant turnover in the restaurant’s waiter or waitress pool, which is known to have taken place, then why is the turnover so high and what can be done about it? Thus, a research will help to better understand the problem with a view to resolving it. Customer satisfaction is a very important issue for most businesses. It is central to business success. So all possible means must be used to ensure that customers are satisfied. Our objective then is to first enhance our understanding of the problem, and we accomplish this by knowing more about it in detail through research using a systematic procedure. The issue is friendliness of the atmosphere, so we must devise a means of measuring this besides identifying the cause(s) of the decline. One possibility for obtaining this customer satisfaction measure would be to arrange a customer feedback mechanism involving a rating scale for friendliness and survey questions to encourage customers to disclose and pinpoint their reasons or what would help them to feel the atmosphere is friendly after experiencing a service at the restaurant. Secondly, the high staff turnover suggests there is an issue of demotivation or unhappiness with the working conditions. Hence, not only should a survey be conducted for the restaurant’s customers but also the waiter/waitresses must be interviewed to get insight into their thoughts, feelings and attitudes. In-depth interviews are advisable because there will be a small number of them and the deeper insight will be more valuable for addressing the root of the problem. This kind of research will be a mixture of qualitative and quantitative methods i.e. it will be a mixed research study. The open questions on the customer survey and the staff interviews will be qualitative whereas the friendliness ratings and closed survey questions will be quantitative