HAIELY COLLEGE OF BANKING AND

FINANCE
Service quality and customer
satisfaction in restaurants
Case study fri chicks Lahore

Objective
The main objective of this
research is to measure the customer
satisfaction and service quality in frichicks. Research objective is to collect
statistical information of the
customers and their level of
satisfaction in this fast food
restaurant. Moreover, the objective of
this customer satisfaction surveys is
to obtaining a meaningful customer
data to enhance business operations.
What is your age?
oprations
under 18
18-20
26-30
above 40
Total

Frequency
2
23
4
1
30

Percent
6.7
76.7
13.3
3.3
100.0

The table shows the age distribution of the restaurants

respondents. There is 30 persons how partispated in the
survey. In which there is only 2 respondents under 18 in
percentage it is 6.7%, 23 respondents of age 18-20 which
is 76.7% percent similarly there is 4 respondents of age
26-30 that is 13.3% . Finally there is only one respondent
how is above 40 which is only 3.3% of the total. Table
indicates that the youth whose ages in between 18-20
often go to the restaurants.
What is your gender?
Frequency
Percent
male
14
46.7
female
16
53.3
Total
30
100.0

This table shows the gender of the

respondents how participated in the survey.
Table indicates that is 14 male respondents
out of 30 which is 46.7% and 16 female
respondents that is 53.3% of the total.
According to this table we can say this that
majority of the female partiscapted in the
survey than that of male.

How often you go the restaurants?

Frequency
Percent
daily
2
6.7
once a week
18
60.0
once a month
10
33.3
Total
30
100.0

This table indicates that 2 respondents out of

30 how goes to the restaurant on daily basis
that is 6.7%, 18 persons that visit the
restaurant once a week that is 60.0%, 10 of
the respondents go to the restaurant once a
month that is 33.3% of the total. From this
table it is also clear that majority of the
people visit restaurant once in a week.

Menu has good variety of food?

Frequency Percent
strongly agree
10
33.3
agree
13
43.3
neutral
4
13.3
strongly disagree
3
10.0
Total
30
100.0

This table shows that there is only 3

respondents how are disagree with that
restaurant has good variety of food that is
10.0%, 4 respondents are neutral about it
which is 13.3%. Similarly 10 respondents are
strongly agree that is 33.3% and 13 are agree
which is 43.3%. Majority of the respondents
select the option of agree or strongly agree
which shows that overall customer notice that
there is good variety of food in the restaurant.

Order is served on time?

Frequency
strongly agree
8
agree
10
neutral
8
strongly
4
disagree
Total
30

Percent
26.7
33.3
26.7
13.3
100.0

This table shows us the frequency and

percentage that if food is served on time or
not majority of the respondents are agree or
strongly agree with that order is served on
time. 8 of the respondents are strongly agree
10 are agree and 8 are neutral that is 26.7%,
33.3% and 26.7% respectively. There is only 4
respondents how select the strongly disagree
option which is only 13.3%. so we can say this
overall customer are satisfy with the fact that
order is served on time.

The quality of food is excellent?

Frequency
Percent
strongly agree
6
20.0
agree
12
40.0
neutral
8
26.7
strongly disagree
2
6.7
disagree
2
6.7
Total
30
100.0

According to this table 6 respondents are

strongly agree that the quality of food is
excellent which is 20.0%, 12 respondents are
agree which is 40%, 8 respondents are neutral
which is 26.7%. total 4 respondents select the
option of strongly disagree or disagree. So we
can say this that overall customer are satisfy
with it that the quality of food is excellent
because 18 of the total respondent select the
option of agree or strongly agree.

The food is good and tasty in flavour?

Frequency
Percent
strongly agree
10
33.3
agree
8
26.7
neutral
8
26.7
strongly disagree
2
6.7
disagree
2
6.7
Total
30
100.0

Table shows that 10 respondents are strongly

agree that is 33.3%, 8 respondents are agree
that is 26.7% 8 are neutral that is again
26.7%, 2 respondents are strongly disagree
and 2 are disagree which is 6.7% and 6.7%
respectively. According to this table we can
say this that majority of the customers are
agree with it that the food of the restaurant is
tasty and good in flavor.

The food meets the price value?

Frequency Percent
strongly agree
6
20.0
agree
8
26.7
neutral
8
26.7
strongly disagree
4
13.3
disagree
4
13.3
Total
30
100.0

This table shows the frequency and

percentage about the fact that restaurant
meets the price value and 6 of the
respondents are strongly agree 8 are agree
and 8 are neutral that is 20.0%, 26.7% and
26.7% respectively. 4 persons select the
option of strongly disagree and again 4 select
the option of disagree that is 13.3% and
13.3% respectively. According to the table

there is only 14 of the respondent are agree

that food meet the price value so we can say
this that customer are not much satisfy with
the prices of the food.
How much do you normally spend in
restaurants?
Frequency
Percent
500-1000
10
33.3
1001-3000
14
46.7
above 3000
6
20.0
Total
30
100.0

Table shows that 10 respondents normally

spend money between 500-1000 that is
33.3%, 14 persons spend money between
1001-3000 that is 46.7% and only 6
respondent spend above 3000 that is 20.0%.
majority of the persons how visit restaurant
spend money between 1001-3000

Are you a regular customer?

Frequency
Percent
yes
12
40.0
no
18
60.0
Total
30
100.0

This table shows that if the respondents are

regular customer or not. 12 respondent are
regular customer that is 40% and 18 are not
that is 60%. So majority of the customers how
participated in the survey are non regular
customer.

What is your age? * What is your gender?

Cross tabulation
Count

What is your
age?

Total

under 18
18-20
26-30
above 40

What is your gender?

male
female
0
2
10
13
3
1
1
0
14
16

Total
2
23
4
1
30

This table is the cross tabulation of age and

gender of the respondents that participated in
the survey. According to the table there is
only 2 female whose age under18. There are
10 male and 13 female between the ages of
18-20, there are 3 male and 1 female
between the age of 26-30 and than there is
only 1 male above 40. According to the table
we can say this that majority of the youth
often go to the restaurants in which there are
more females than male.