QNT 561 Week 6 Research Report and Presentation,
Business Research Project Part 5:
“The research report contains ﬁndings, analyses of ﬁndings, interpretations, conclusions, and sometimes recommendations. The researcher is the expert on the topic and knows the speciﬁcs in a way no one else can”, (Cooper & Schindler, 2011, p. 562). A customer satisfaction survey was developed and administered to a population of 200 restaurant patron. Questions were offered on a numerical scale; corresponding with quality and server satisfaction. Research analysis of the survey answers will allow Harmony Grill restaurant to make a decision around staff training. The result of the research using the survey data is now part of this managerial report.
Interpretation for the Tables and Figures
To answer the research question, “When restaurant staff members are not properly trained in customer service can this maximize customer dissatisfaction?” The research data used the questions specific to the server and to the quality of service. The research is seeking both correlation and causation. The figures below show that while satisfaction is mid-range there is room for improvement that additional training may provide. Specifically friendliness and quality of service are areas that would enhance the customer experience. With additional training the research team believes that on the 1-5 scale server scores could improve .5 to 1 percent overall.
The second research question is, “Is there a need for improved or increased focus on customer satisfaction?” While there is always room for improvement, the research team believes that there is already sufficient focus on customer satisfaction. The charts below show the overall satisfaction rate and the areas of highest satisfaction.
PPT ATTACHED AS WELL !!!!