A case study on wang cafe : meeting diner needs and satisfaction
In the pursuit of augmenting Singapore’s position as one of the gastronomical capital in the region, SPRING Singapore launched various Customer-Centric Initiatives (CCI)1 since 2005. The program encourages businesses to strive for higher level of service excellence. The emphasis placed upon service...
Saved in:
Main Authors: | , , , |
---|---|
Other Authors: | |
Format: | Final Year Project |
Language: | English |
Published: |
2013
|
Subjects: | |
Online Access: | http://hdl.handle.net/10356/51383 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Institution: | Nanyang Technological University |
Language: | English |
id |
sg-ntu-dr.10356-51383 |
---|---|
record_format |
dspace |
spelling |
sg-ntu-dr.10356-513832023-05-19T05:45:01Z A case study on wang cafe : meeting diner needs and satisfaction Bay, Wan Ting Ng, Sok Lay Chong, Hazel Jia Ye See, Joseph Hui Gang Nanyang Business School Wang Cafe Wee Keng Neo Lynda DRNTU::Business::Marketing::Research DRNTU::Business In the pursuit of augmenting Singapore’s position as one of the gastronomical capital in the region, SPRING Singapore launched various Customer-Centric Initiatives (CCI)1 since 2005. The program encourages businesses to strive for higher level of service excellence. The emphasis placed upon service quality is seen as a key to achieve satisfaction through service excellence. However, difficulties in defining the concept of satisfaction impeded the ability of businesses to formulate practical strategies for improvement. Hence, it is the interest of this study to investigate the constitutive elements of diner satisfaction in the F&B industry. Using a normative survey with dimensions adapted from DINESERV, this study seeks to measure the level of diner satisfaction of Wang Cafe – a traditional cafe catering to local taste. An additional exploratory component was performed to discover the relative importance of these dimensions and other needs. Through the synthetic analysis of both quantitative and qualitative findings, Wang Cafe was able to discover their diners’ level of satisfaction and important needs. These findings formed the basis of business strategies that were proposed and implemented. Thereafter, the same survey was administered to measure diner satisfaction to provide a meaningful evaluation, indicating that the strategies implemented were effective. BUSINESS 2013-04-02T05:05:12Z 2013-04-02T05:05:12Z 2013 2013 Final Year Project (FYP) http://hdl.handle.net/10356/51383 en Nanyang Technological University 185 p. application/pdf |
institution |
Nanyang Technological University |
building |
NTU Library |
continent |
Asia |
country |
Singapore Singapore |
content_provider |
NTU Library |
collection |
DR-NTU |
language |
English |
topic |
DRNTU::Business::Marketing::Research DRNTU::Business |
spellingShingle |
DRNTU::Business::Marketing::Research DRNTU::Business Bay, Wan Ting Ng, Sok Lay Chong, Hazel Jia Ye See, Joseph Hui Gang A case study on wang cafe : meeting diner needs and satisfaction |
description |
In the pursuit of augmenting Singapore’s position as one of the gastronomical capital in the region, SPRING Singapore launched various Customer-Centric Initiatives (CCI)1 since 2005. The program encourages businesses to strive for higher level of service excellence. The emphasis placed upon service quality is seen as a key to achieve satisfaction through service excellence. However, difficulties in defining the concept of satisfaction impeded the ability of businesses to formulate practical strategies for improvement. Hence, it is the interest of this study to investigate the constitutive elements of diner satisfaction in the F&B industry.
Using a normative survey with dimensions adapted from DINESERV, this study seeks to measure the level of diner satisfaction of Wang Cafe – a traditional cafe catering to local taste. An additional exploratory component was performed to discover the relative importance of these dimensions and other needs.
Through the synthetic analysis of both quantitative and qualitative findings, Wang Cafe was able to discover their diners’ level of satisfaction and important needs. These findings formed the basis of business strategies that were proposed and implemented. Thereafter, the same survey was administered to measure diner satisfaction to provide a meaningful evaluation, indicating that the strategies implemented were effective. |
author2 |
Nanyang Business School |
author_facet |
Nanyang Business School Bay, Wan Ting Ng, Sok Lay Chong, Hazel Jia Ye See, Joseph Hui Gang |
format |
Final Year Project |
author |
Bay, Wan Ting Ng, Sok Lay Chong, Hazel Jia Ye See, Joseph Hui Gang |
author_sort |
Bay, Wan Ting |
title |
A case study on wang cafe : meeting diner needs and satisfaction |
title_short |
A case study on wang cafe : meeting diner needs and satisfaction |
title_full |
A case study on wang cafe : meeting diner needs and satisfaction |
title_fullStr |
A case study on wang cafe : meeting diner needs and satisfaction |
title_full_unstemmed |
A case study on wang cafe : meeting diner needs and satisfaction |
title_sort |
case study on wang cafe : meeting diner needs and satisfaction |
publishDate |
2013 |
url |
http://hdl.handle.net/10356/51383 |
_version_ |
1770565733700337664 |