Luận văn research on customer’s satisfaction for the 4p’s pizza restaurant in hanoi

- 5.1.3 Levels of customer satisfaction with the quality of the food service at Pizza 4P's 5.1.4 Levels of customer satisfaction with the price factor at Pizza 4P’s Hanoi.... Table 2 :

Levels of customer satisfaction with the price factor at Pizza 4P’s Hanoi

Student: Le Mai Mai 30 Class: MKT6

Nha Neither agree nor disagree 34 262

> Comment: Prices are the most difficult to adjust in the factors that umpact customer satisfaction, In reality, comparing to the general pizza restaurants in Hanoi, the prices at Pizza 4P’s is about 40% higher than other restaurants in the same area of business However, 23.3% of customers strongly agreed and 40.3% agreed with the criterion “Prices are reasonable, reflect the service quality”, showing that the price policy of Pizza 4P’s is quite suitable to its products and customers

Prices are the main factor evaluated as the second concern according to item (4.1.2), which means that most customers do not consider as the most important impacting on their satisfaction This creates an opportunity for the restaurant to use the other factors to complement the dissatisfaction with the current prices, specifically to improve the service quality commensurate with or higher than the current prices of Pizza 4P’s

= CONOMIE & MANAGEMENT UNIVERSITE DE NANTES

Levels of customer satisfaction with the staff of Pizza 4P’s Hanoi

Table 12: Overall rating of customer satisfaction with the staff's knowledge at Pizza 4P*s

Knowledge of | Sharing the ways | Knowledge on the menu to enjoy the food taste

Customer reviews indicate that most respondents “agree” or “strongly agree” that the restaurant’s staff possess sufficient knowledge of the menu, culinary skills, and the ability to effectively recommend the best ways to enjoy dishes, reflecting well-trained staff with expertise in world cuisine Despite this, the average scores ranging from 3.665 to 3.96 suggest some inconsistency, as responses also vary widely from “strongly disagree” to higher agreement levels, indicating room for improvement in staff knowledge and customer satisfaction.

The "strongly agree" response highlights significant knowledge gaps among restaurant employees, primarily due to the ongoing setup phase During this period, a high influx of new employees and apprentices contributes to uneven skill levels This situation underscores the importance of targeted training and effective onboarding processes to ensure consistent service quality and operational efficiency Addressing these training challenges can help bridge knowledge gaps and foster a more skilled and cohesive team as the restaurant progresses toward full operation.

Table 13: Customer Satisfaction on staff's knowledge on menu at 4P's Pizza restaurant in

Disagree 17 83 sae agree nor # im

Despite the 4P's Pizza Restaurant's regulations requiring trainees to pass a menu knowledge test before serving guests, 2.4% of customers completely disagree and 8.3% express dissatisfaction with staff's ability to recall menu details and answer questions confidently This indicates that staff performance has not yet met service standards, highlighting potential issues in training effectiveness and quality control The data suggests that management needs to improve the training program by enhancing both the skills and knowledge of new employees to ensure they can competently serve customers Strengthening training processes will help address gaps in staff performance and improve overall customer satisfaction at 4P's Pizza Restaurant.

Table 15: Customer Satisfaction on staff's knowledge on taste at 4P's Pizza restaurant in

Strongly agree sọ 28.6 total 200 971 deviation | system 6 29

While knowledge of regional and country-specific taste preferences is encouraged, it is not a mandatory criterion for restaurants However, statistics indicate that only 7% of customers express dissatisfaction when staff lack expertise in this area Providing staff with regional taste knowledge can enhance customer satisfaction and improve overall dining experience.

The Université de Nantes highlights that understanding the diverse tastes of customers from various regions and countries enhances staff's self-learning abilities Training programs should focus on inspiring employees to appreciate cultural differences, which improves their ability to serve international clientele effectively Recognizing these diverse preferences not only benefits the restaurant's service quality but also fosters a deeper understanding of customer needs, ultimately enhancing overall customer satisfaction.

5.1.5.2 Criteria of style and serving service

Table 16: Overall assessment of Customer Satisfaction on the style and serving at 4P's

.AiDðfrafSe mm Preparatio | Communic | Understandi n ation ng ẹ Value 200 200 200 200 200

The statistics indicate that the style and manner of service are suboptimal, as the average score remains below 4 points and no customers fully agree with the evaluated criteria This highlights a significant issue for the management team, requiring targeted improvements A detailed analysis of each aspect is necessary to identify specific areas for enhancement and ensure higher customer satisfaction Addressing these deficiencies will be crucial for elevating service quality and achieving better ratings in future assessments.

Table 17: Customer Satisfaction on staffs appearance at 4P's Pizza restaurant in Hanoi

Student: Le Mai Mai 34 Class: MKT6 iain UNIVERSITE DE NANTES

> Comment With the criteria listed in the questionnaire named respectively

Clean, uniformed appearance and good looks are considered important factors in the restaurant industry, influencing customer perceptions and satisfaction However, only about 50% of customers agree that these qualities significantly impact their dining experience Personal interviews reveal that body odor and lingering food smells on staff uniforms often detract from the overall customer experience To enhance service quality and customer satisfaction, restaurants should implement stricter hygiene protocols and regular uniform maintenance.

Table 18: Customer Satisfaction on Service Manner of staff at 4P's Pizza restaurant in Hanoi

Up to 31.6% of customers strongly agree, and 35% agree that the service speeds are standard and professional, indicating high customer satisfaction with the efficiency despite early staff training challenges This positive feedback on service speed highlights the effectiveness of current staff training programs, which should be promoted and further improved to maintain and enhance service quality.

Table 19: Customer Satisfaction on Preparation for customer of staff at 4P's Pizza restaurant in Hanoi

VIET AAM MATIONAL UMIVTIEITY AMO

Customer satisfaction regarding the criterion "staff set up tables fully and timely" is below 50%, with nearly 20% expressing disappointment This suggests issues such as inadequate facilities and equipment to serve guests effectively Additionally, staff shortages contribute to longer wait times and delays in preparing necessary equipment, further impacting the overall customer experience.

Table 20: Customer Satisfaction on the staff's ability of Communication at 4P's Pizza restaurant in Hanoi

Effective communication with customers is essential in the restaurant industry, with 30.6% of customers strongly agreeing and 34.5% agreeing that "good communication, gentle words, and an easy-to-understand approach" are crucial This highlights the importance of empathetic and clear interactions, which 4P's Pizza should actively promote to enhance customer satisfaction and loyalty.

Table 21: Customer Satisfaction on staff's ability to Understanding the customer at 4P's

{CONOMIE A MANABENENT UNIVERSITE DE NANTES

> Comment: Respect to the criteria given in the questionnaire as: "Staff with

Understanding customer psychology is crucial, and over 95% of employees agree on the importance of quickly understanding the customer, highlighting its significance in delivering excellent service While only 4.4% disagree, it emphasizes the need for employees to consistently experience and feel this aspect of their work Strengthening the sharing of service experiences among staff can enhance their understanding of customer needs, setting the restaurant apart from competitors Implementing regular sharing sessions can effectively improve customer insight, leading to better service and increased customer satisfaction in the restaurant industry.

UNIVERSITE DE NANTES Table 22: Overall assessment of Customer Satisfaction on the staff's serving attitude at

Comment: The service attitude of the staff is the first crucial factor to impact on customer satisfaction when dining at the restaurant

A self-confident and friendly attitude of employees is a key strength that makes all customers feel welcomed, reflecting the restaurant's warm hospitality This positive interaction significantly influences customers' emotions and overall mood during their visit With a majority of customers rating their experience highly and an average score of 4 out of 5, overall customer satisfaction at 4P's Pizza in Hanoi is very strong A detailed analysis of various aspects highlights the restaurant's commitment to providing a welcoming environment that enhances guest experience.

Table 23: Customer satisfaction in careful and attentive staff at 4P's Pizza restaurant in

Comment: There are 73.3% of customers accept with the criterion of “caring, friendly staff, but still gentle and comfortable" and only 2.4% disagree with this criterion,

Despite serving approximately 200 guests daily, the restaurant maintains a friendly and professional staff attitude Customers consistently praise the employees for their excellent service, describing their attitude as "good" and noting that staff members are always smiling and attentive to guests This positive customer feedback highlights the restaurant's commitment to providing a welcoming dining experience.

Table 24: Customer Satisfaction on the staff's listening and understanding attitude at 4P's

Customer Satisfaction Assessment for the Service Process

Serving Process Training staff Right serve

Customer satisfaction scores reveal that the average rating remains below 4 points, indicating that key service criteria are not fully met Specifically, customers express concerns about the professionalism and expertise of staff during the service process, including late-night bedside service Improving staff training and ensuring consistent professional service are essential to enhance overall customer experiences and meet the established quality standards.

Le Mai Mai, a student of class MKT6 at Université de Nantes, emphasizes the importance of providing dishes in sufficient quantities and ensuring orders meet customer requests This challenge poses significant issues for managers, highlighting the need to understand the underlying reasons behind such problems The researcher aims to analyze these aspects to identify effective solutions for improving order accuracy and customer satisfaction in the food service industry.

Table 26: Customer Satisfaction of the Serving process at 4P's Pizza restaurant in Hanoi

> Comment: In terms of the "Professional service process", there is only about

According to the survey, 93% of customers are satisfied with the restaurant's service process, indicating a high level of customer approval However, 7% of respondents expressed dissatisfaction, primarily due to issues such as a lengthy and complicated serving process and insufficient staff, which can cause delays and longer wait times for guests Addressing these concerns is essential for the restaurant to enhance service efficiency and improve overall customer experience.

Table 27: Customer Satisfaction on the proper service of 4P's Pizza restaurant in Hanoi

Effective food service is crucial in the catering industry, with employees responsible for delivering the right food, to the right table, in the correct portion, and according to customer orders However, only slightly more than half of customers are satisfied with the accuracy of service, while over 7% are dissatisfied, highlighting ongoing issues with incorrect table assignments and order mistakes This indicates that despite efforts, the problem of serving the wrong table and delivering incorrect orders still persists Prioritizing accurate and efficient service can significantly improve customer satisfaction and streamline the catering process.

Customer Satisfaction Assessment for Facilities System Al

Table 28: Overall assessment of Customer Satisfaction on the Facilities System of 4P's

This restaurant is newly established, offering spacious facilities over 200 square meters that meet standard expectations, resulting in high customer satisfaction regarding the overall space and amenities Prior to making any changes or upgrades, thorough research and investment are conducted to ensure effective improvements However, customer dissatisfaction primarily stems from the music quality, which received an average rating of only 2.51 To identify the underlying causes, a detailed analysis of each aspect affecting the customer experience is essential.

Table 29: Customer Satisfaction on the Facilities System of 4P's Pizza restaurant in Hanoi

Value Neither agree nor disagree Frequency 4 19 %

Student: Le Mai Mai 4l Class: MKT6

Only 1.9% of customers disagree with the statement that "Facilities are synchronous and comfortable," highlighting a high level of satisfaction with the restaurant's facilities As a newly established restaurant fully funded by Japanese investment, it receives positive feedback from customers regarding its modern and well-maintained system facilities, reflecting its commitment to providing a comfortable dining experience.

Table 30:Customer Satisfaction on the Music/Sound system of 4P's Pizza restaurant in

According to customer feedback, less than 18% agree that the music is reasonable and truly enhances the dining experience, while over 50% disagree, citing noise issues during peak hours Customers frequently complain about the loud ambiance, primarily due to the restaurant's busy location on Ly Quoc Su Street in downtown, surrounded by numerous other eateries and passersby Additionally, the nearby live music café contributes to the noise with its loud performances, and despite soundproofing efforts, the noise remains intrusive Immediate management action is required to address these issues, as excessive noise significantly impacts customer satisfaction.

Table 31: The satisfaction of customers in the space of 4P's Pizza restaurant in Hanoi

Student: Le Mai Mai 42 Class: MKT6 s aecne

A spacious, stylish, and impressive restaurant environment significantly enhances customer satisfaction at 4P's Pizza, with only 0.5% of customers completely disagree and 3.9% disagree that space matters The restaurant's over 200 square meters of area, featuring a unique Japanese-inspired design, deep colors, and abundant greenery, creates a natural, relaxing, and comfortable atmosphere that sets it apart from competitors.

4P's pizza restaurant compared to other pizza restaurants.

Customer’s satisfaction in the location of 4P's Pizza Restaurants in Handi

Hanoi Table 32: Customer’s satisfaction in the location of 4P's Pizza Restaurants in Hanoi

The restaurant's central location in Hoan Kiem District offers unmatched convenience for tourists, making it easy to access and explore surrounding areas According to a survey, 30.6% of customers completely agree, and 38.3% agree that its prime location "is easy to find and convenient for moving to other locations," highlighting customer satisfaction with its strategic positioning.

Communication, Interactivivity a RRR ERAS

Table 33: Overall evaluation of customer’s satisfaction in communication, interaction of

- Media Ability to detect | Ability to dealt

Promotion channel problems with problems

Student: Le Mai Mai 43 Class: MKT6 aia sind UNIVERSITE DE NANTES

Interactive communication is a critical weakness for the restaurant, as highlighted by customer surveys indicating that three out of four key criteria are rated unfavorably Specifically, the statistics reveal that promotion, media engagement, and problem identification each scored below three points, pointing to significant deficiencies in these areas A detailed analysis of each aspect underscores the urgent need for the restaurant to improve its communication strategies to enhance customer satisfaction and overall service quality.

Table 34: The customer satisfaction of the promotion programs of

Despite frequently running voucher giveaway programs on foody.vn, the restaurant has not received any customer agreements to the criterion that it offers promotion programs, vouchers, or mini-games for customers This indicates a clear disconnect between the restaurant’s promotional efforts and customer engagement, highlighting the ineffectiveness of its current promotion and communication strategies.

Table 35: The customer’s satisfaction of the communication channels of Pizza 4P’s Ha Noi

Only 4.4% of customers fully agree, and just 9.7% agree that “there are effective communication and advertising channels to reach customers,” highlighting a critical issue These low figures indicate the communication channels used by the restaurant are ineffective, especially amid the current information technology boom This inadequacy creates a significant loophole, allowing competitors in the same sector to gain an advantage and enter the market more easily.

Table 36: The customer’s satisfaction of the problem detection ability of

According to customer feedback, only 6.8% completely agree, and 18.4% agree that issues are quickly identified, causes are determined swiftly, and apologies are made promptly However, 40% of customers disagree, highlighting a significant gap in the efficiency of problem detection and resolution Many customers report experiencing long wait times or having to leave the restaurant before receiving resolutions to their concerns, indicating that the current process for addressing customer issues is still too slow Improving the speed of problem identification and response is essential to enhance customer satisfaction.

Table 37: Customer’s satisfaction of the problem solving ability of

According to the questionnaire criteria, 1% of customers completely disagree and 7.2% disagree with the statement that problems are solved satisfactorily to please customers and maintain prestige While these figures are better than other criteria, the slow problem-solving process often causes customers to wait too long, leading to complaints and impacting overall customer satisfaction.

Recommendations and suggestions

- Rehabilitating the facilities at the restaurant: upgrade and replace some equipment, furniture; renew the landscape, equip more air-conditioners in the summer time

- Eliminating complicated service procedures and unnecessary steps

- Building official training curriculum for new staff and tests

- Training and strengthening the marketing communication staff, rebuild marketing strategies for the restaurant

Satisfaction score of all factor

Facilties sstem INNNNMMMMHHHHHHHNNNNNNEEEAỹAnsakxkBBHBZ-m thư an ii BEERRRRREREEEEEEEEEEEEEEEEEEEEEIEEEE==E====nl

000 050 100 150 200 250 390 350 400 450 ô Satisfaction score of all factor

- The flavor of food and drinks is the key factor to satisfy customer and acquire their loyalty Therefore, the flavor improvement of present dishes is always a necessity

Specifically: improve the skills of chefs by constantly investing, sponsoring and encouraging them to attend advanced courses, participate in cooking competitions and cuisine programs; creating an environment for them to learn more experience, at the same time giving them opportunities to contact with customer so that they can learn more about client’s taste and make madjustments to make dishes more delicious

- Food hygiene and safety is the most important factor Therefore, Pizza 4P's

Hanoi needs to be aware of this in order to improve not only the quality of food but also the utensils for customers Always keep customer’s utensils clean and dry

- Communication get the lowest score of satisfaction This is the very first factor that the restaurant need improve

The restaurant must address the critical issue of ineffective communication channels and programs by professionally training marketing staff and developing a comprehensive communication plan with clear timelines and scheduled activities Additionally, selecting appropriate night tools and media tailored to target clients is essential for enhancing outreach and engagement Improving staff capabilities and establishing a strategic communication framework are key steps toward achieving better customer interaction and business success.

Currently, the marketing team at Pizza 4P’s is still in the process of being assembled and has not yet been fully deployed As a result, ongoing training sessions are aligned with the restaurant’s existing marketing strategies to ensure consistency and effectiveness.

- Making a detailed and strict set of rules for the employee

Regularly conducting advanced staff training sessions on the service process enhances employee skills and service quality Listening to employees to understand their challenges allows for reasonable adjustments to business operations and staff support When employees feel respected and valued, they become more comfortable and motivated, leading to higher efficiency and improved customer service.

Student: Le Mai Mai A7 Class: MKT6

The study highlights customer satisfaction and identified shortcomings in food service at 4P's Pizza, focusing on key factors such as product quality, price, and staff service Variations in satisfaction levels across these factors indicate that 4P's Hanoi Pizza must enhance its service quality to remain competitive in a crowded market To address this, the restaurant should prioritize improving communication, particularly through online and digital marketing channels, to reach a broader audience, foster ongoing customer interaction, and effectively share updates and engaging content on social media platforms.

Understanding and prioritizing customer satisfaction is essential for developing effective short-term and long-term strategies It enables businesses to seize opportunities quickly and build a unique competitive advantage that competitors find difficult to replicate.

1 Service marketing curriculum, marketing department, National Economics

2 Marketing Management by Philip Kotler (1967)

Multiple - Item Scale for Measuring Consumer Perceptions of Service Quality”

4 Topic "Study of Students” Satisfaction on the English Training Quality in the

Foreign Language Center of HCMC University of Technology" by Le Xuan

Khanh, Nguyen Thanh Chung and Huynh Minh Cuong at the Construction Management Academy and HCMC University of Technology

5 Topic: Research on Customer’s Satisfaction of Hotel Services of An Giang Tourism Joint Stock Company

Carried out by Le Huu Quang, University of Economics, Ho Chi Minh City

7 Antecedents And consequences of attitude toward the Ad: A Meta- analysis

8 Satisfaction: A behavioral perspective on the customer (Oliver, O.L; 1997)

9 Satisfaction and retention (Zeithaml et al; 2006)

QUESTIONNAIRE OF CUSTOMER'S SATISFACTION OF FOOD SERVICE AT PIZZA 4P’S RESTAURANT

To whom it may concerns,

Tôi là sinh viên đại học Nantes thuộc IS-VNU và đang tiến hành nghiên cứu nhằm đánh giá mức độ hài lòng của khách hàng về chất lượng dịch vụ ăn uống tại nhà hàng Nghiên cứu này nhằm nâng cao trải nghiệm khách hàng và cải thiện chất lượng dịch vụ, góp phần thúc đẩy sự phát triển bền vững của ngành F&B Chúng tôi hy vọng những thông tin thu thập được sẽ giúp các nhà hàng điều chỉnh dịch vụ phù hợp, đáp ứng tốt hơn kỳ vọng của khách hàng.

Tama student at Nantes (IS-VNU) Currently, | am carrying out a research topic to assess the satisfaction of customer for food service quality at Pizza 4P’s restaurant,

Kính mong Quý vị dành chút thời gian hoàn thành bảng khảo sát này, vì mọi thông tin quý vị cung cấp rất có giá trị đối với tôi và sẽ chỉ được sử dụng cho mục đích nghiên cứu Các câu trả lời của từng cá nhân sẽ được giữ kín, đảm bảo tính riêng tư và bảo mật thông tin.

Please take some time to complete this questionnaire Any information you provide is very valuable to me and only used for research purposes (Individual’s reponses will be kept private

Xin chân thành câm ơn sự giúp đỡ sự giúp đỡ của quỷ vị!

Sincerely thanks for your help!

PHAN I: Y kien cia Quy vi vé dich vu ăn ung tai nha hing Pizza 4P’s

PART I: Your opinion of food service at Pizza 4P’s

Quỷ vị vui lòng cho biết ý kiến khách quan của minh bằng cách đánh dâu (v) vào những ô mình lựa chọn

Please give your opinion by tieking (⁄2) in the boxes of your choice ©: Chỉ chọn một phương án

Vui lòng sắp xếp các yêu cầu dịch vụ của nhà hàng theo mức độ quan tâm từ cao nhất đến thấp nhất Đầu tiên, hãy đánh giá các yếu tố quan tâm nhất để đảm bảo đáp ứng tốt nhu cầu của quý khách Tiếp theo, sắp xếp các dịch vụ ít quan tâm hơn, sử dụng số thứ tự lớn hơn cho các yêu cầu mang tính “Khác” hoặc không quá cấp thiết Việc này giúp nhà hàng tối ưu hóa trải nghiệm khách hàng dựa trên mức độ ưu tiên của từng yêu cầu dịch vụ.

Question 1: Please order fom most concemed (1) to least concemed (7) for elements of the restaurant service when you use (for the element “Others”, you can use larger figure):

Các yêu tô dich va Xếp hạng

Chất lượng của đồ ấn và đồ uống

‘The quality of food and bevarages

Giả cả phải chăng, hợp lý

Reasonable prices Đôi ngũ nhân viên

Hệ thông cơ sở vật chất đông bộ, tiên nghỉ

Convenient location Địa điểm nhà hàng thuận tiện

Câu 2: Quý vị vui lòng đánh giá địch va DOI NGU Nhan Viên theo các khia canh

Question 2: Please assess THE STAFF according to the following aspects

Hoan toan ney Hoan khô ad kiến tử hôi hồi oàn Đội ngũ nhân viên ne ` = Neither |Dongy| _ dong y | đồng ý dong ý

Strongly | Disagree Strongly disagree - nor agree disagree

‘Student: Le Mai Mai 31 Class: MKT6

Thuộc menu, có đủ kiên thức và hoàn toản có thể giải đáp được thắc mắc về sản phẩm đỏ ăn va do tông cho khách hang

Remembering the menu, having enough knowledge and having the ability to answer questions about food products and beverages for customers

San sang chia sé cac phương thức tốt nhất để thưởng thức món ăn cho khách hàng

Willingness to share the best ways to enjoy the food for your customers

€ó kiên thức vẻ khâu vi của các khách hàng đến từ các vủng miền, đất nước khác nhau

Having knowledge of the taste of customers coming from different regions and countries

Phong cách là tác phong

Trang phục, đầu tóc gọn gang sach sé, wa nhin

Tac phong nhanh, chuan mute va chuyén nghiệp

UNIVERSITE DE NANTES style of Quick, standard and professional manner

Chuan bi day di, Kip thoi setup, đỏ dùng cho khách

Fully preparation, timely setup for customers

Giao hiếp tt, lời nói chau chuốt, nhẹ nhàng, cách giải thích, truyền đạt dễ hiểu Good — communication, gentle, easy to understand explaination

Phục vụ kết hợp với thâu hiểu tâm lý khách hang

Nhanh chóng hiểu ý khách hàng

Serving together with insight into customer psychology Quickly understanding customer intentions

Thái độ của nhân viên đôi với

Tan tinh, chu dao, mém nở nhưng vẫn ôn hòa, thoải mái Commitment, thoughtful, warm but still moderate and comfortable

Lang nghe và thâu hiểu khách hàng, không phân biệt đổi xử giữa các khách hàng

Listening fo understanding customers, do not discriminate between customers

INTERNATIONAL v= ae {CONGuIE A MAMAGIOENT UNIVERSITE DE NANTES

Câu 3 : đảnh giá của quỷ vị về Quy trình dịch vụ

Question 3: Your assessment of Service process

Khéng i toàn không , „ | Neither|Đôngÿy| „

+ „ý | đồng ý đồng ý đồng ý agree | Agree

Quy trình phục vụ bài bản, chuyên nghiệp | O S S S S

‘The service process is professional Đội ngũ nhõn viờn được dao tao bai ban va | O ° ỉ â S kỹ lưỡng vẻ quy trình phục vụ

‘The staff is well and thoroughly trained and about the service process

Nhân viên phục vụ đúng bàn, ding mon an, | O fe) S S S đủ số lượng và đúng thứ tự khách hàng đá yêu cầu

The staff serves right dishes with night table, right amount and order as requestesd by customers,

Câu 4: đảnh giá của quý vị về Chất lượng đỏ ăn và đồ uỗng,

Question 4: your assessment of Food and beverage quality

Chat long đồ ăn và đỏ uông toàn kiến

Strongly nor agree disagree disagree

Huong vi do an va dé uéng hop khau vi va | O S S S S

UNIVERSITE DE NANTES de dang str dung

Tasty and easy to use food and beverages

Do an va do uong duge trinh bay dep mat | O S S fe} S giông như trong menu

Food and beverages are beautifully decorated as in the menu Menu phong pht nhiéu lua chon va co net | O © O° S S đặc trưng khác biệt

The menu is assorted with many options and has unique characteristics Đâm bão vệ sinh an toàn thực phẩm S S S S S

Ensring the food safety and hygiene

Câu 5: đánh giá của quý vị vẻ Giá cả

Question 5; your assessment of Prices

Hoan Khong - š aaah Hoan toan yken ss Không 3 ; „| toàn không , „ |NeHher|Đôngý| , _

2 | dongy đồng ý đồngỷ | _ agree | Agree

Giả cả phải chăng, phản ảnh đúng chất | O S 5 S 5S lượng dịch vụ Prices are reasonable and reflect the service quality

Câu 6: đảnh giá của quỷ vị về Hệ thông cơ sở vật chât

Question 6: your assessment of Facilities

Strongly disagree nor disagree agree

Co so vat chat dong bộ, tiện nghĩ tạo sự thoai mai The facilities of the restaurant are synchronous and convenient which create comfortableness fe} ° °

Khong gian đẹp, thoảng, rộng, có phong cách riêng và để lại được ân tượng

‘The space is nice, open, large with its own style and creates impression to customers

Am thanh phù hợp, vừa phải đảm bao được sự yên tĩnh cần thiết cho việc thưởng thức đồ ăn

The sound is appropriate and moderate to ensure the necessary quietness to enjoy food

Câu 7 : danh gia của quý vị về VỊ trí của nhà hàng

Question 7: your assessment of the location of the restaurant

Hoàn Không 1 i psi Hoan toàn y kien

"| Khéng | toần khong | “| Neither|Déngy| _„

„ „| đồngÿ đồng ý đồng ý agree | Agree

Vi tri trung tam, dé tim và thuan tién cho [O S oO S S việc đi chuyển đến các địa điểm khác

‘The restaurant is located in the central area, very convenient to transfer to other locations

Câu 8: đánh giá của quỷ vị về Các hoạt đông truyền thông và tương tác

UNIVERSITE DE NANTES Question 8: your assessment of Communication and interaction works

Không is toàn không „ | Nether|Đôngý| _„

3„„„ | đồngÿý đồng ý dong y agree | Agree

Strongly nor Ộ agree disagree disagree

The restaurant actively engages customers through various activities, including promotional campaigns, vouchers, and interactive mini-games These initiatives aim to enhance customer experience and encourage repeat visits Additionally, the restaurant employs effective communication strategies to promote its offerings and foster meaningful interactions with guests.

Các hoạt động giải [Nhanh chong phat | O S S 5 S quyết vấn để cho | hiện van dé, tim ra khách hàng nguyên nhân và xin

Activities to solve | 16i khach hang customers? Quickly identifying problems the problem, finding out the cause and apologizing to the

Yatxnmefuerrt en UNIVERSITE DE NANTES customer

Giải quyết thỏa dang | O S S S ° vừa lòng khách hàng và giữ uy tin cho khách hàng

Resolving reasonably and satisfying customers: and keeping reputation for customers

PHAN Il THONG TIN CA NHAN

PART IL PERSONAL INFORMATION (Tôi xin cam kết bảo đảm bí mật thông tin cá nhân cho quý vi)

(I commit to ensure the confidentiality of your personal information)

2 Gidi tinh/Gender: ONam/Male ONữ/Female

3 Dé tudi/Age: © Dưới I8tuổi OTừl§đển30tuổi OTừ30đến45tuổi O Trên45 tuổi © Below 18 © From 18 to 30 O From 30 to 45 © Over 45

3 Điện thoại hoặc email/Tel or email

Tiêu đề	Research on Customer’s Satisfaction for the 4P’s Pizza Restaurant in Hanoi
Tác giả	Le Mai Mat
Người hướng dẫn	Dr. Do Thi Binh
Trường học	Comomie & Management Universite de Nantes
Chuyên ngành	Business Management / Customer Satisfaction
Thể loại	graduation project
Năm xuất bản	2018
Thành phố	Nantes

Định dạng
Số trang	65
Dung lượng	3,36 MB