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...

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Main Authors: Bay, Wan Ting, Ng, Sok Lay, Chong, Hazel Jia Ye, See, Joseph Hui Gang
Other Authors: Nanyang Business School
Format: Final Year Project
Language:English
Published: 2013
Subjects:
Online Access:http://hdl.handle.net/10356/51383
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Institution: Nanyang Technological University
Language: English
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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
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