STUDY ON THE CUSTOMER SATISFACTION ON MILMA TEA STALL

PROJECT REPORT

Submitted by
FAHIM.T
M.B.A(T.T)

Under the Guidance of

Prof Dr. P.R WILLSON

Submitted in partial fulfillment of the requirement for the award of the degree of
Master of International Business
Cochin University of Science and Technology, Kochi

2010 – 2012

SCHOOL OF MANAGEMENT STUDIES

COCHIN UNIVERSITY OF SCIENCE AND TECHNOLOGY

SCHOOL OF MANAGEMENT STUDIES

 DECLARATION

I hereby declare that this report titled “A Case Study on Cargo Capacity - Cochin

International Airport Limited” is a bonafide record of work done by myself during the academic

year, 2009-2010 in partial fulfillment of the requirements of MIB degree of CUSAT.

This work has not been undertaken or submitted elsewhere in connection with any

other academic course and the opinions expressed in this report are entirely my own.

Place:

Date:

FAHIM.T
 ACKNOWLEDGEMENT

I sincerely extend my gratitude to all who helped in completing this project

successfully. First of all, I thank God almighty who showered upon me infinite grace to initiate
and complete this project work successfully.

I solemnly express my sincere gratitude to Prof Dr. P.R WILLSON for the
guidance and valuable comments I received through out my project. I was greatly benefited by
his support and encouragement.

I express my heartfelt thanks to Mr. AKBAR (milma tea stall) for giving me this
opportunity to carry out my study.

I owe a lot to my parents and my siblings for their prayers &

continuous support for the completion of my project. Last, but not the least, I express my deep
gratitude to my professors, friends for all their support during the project period.

FAHIM.T
 Executive Summary

Nowadays, foodservice business is highly competitive. In terms of food and

beverage control, foodservice operation managers should realize that management which
survives and goes on to real success is one that makes every possible effort to really control the
overall operation of its foodservice establishment.

Milma tea stall is one of the smallest shop in

the entire kalamasseri but its very big in the sales volume. There are a lot of customers for milma
tea stall with in the cusat campus. There are more than 6000 students and other university staffs
are heavily depending on the milma tea stall for tea and snacks .So its very relevant to conduct a
study on the customer satisfaction on milma tea stall .the study is mainly focused on the students
because majority of the customers are students the study can be used to improve the performance
and customer satisfaction of the milma tea stall. As it is a service oriented business its very
relevant to study why such a small shop makes very huge profit and how they are attracting the
customers.

The samples were taken from the students because the majority of the customers are
students. The questionnaire method is a used. Total 50 samples are taken. The method used for
the sampling was convenient sampling. The nature of the study is descriptive research. This
report is based on primary as well secondary data, however primary data collection was given
more importance since it is overhearing factor in attitude studies. Research is totally based on
primary data. Secondary data can be used only for the reference. Research has been done by
primary data collection,
INTRODUCTION
 Rationale for the Study

Nowadays, foodservice business is highly competitive. In terms of food and beverage control,
foodservice operation managers should realize that management which survives and goes on to
real success is one that makes every possible effort to really control the overall operation of its
foodservice establishment .
The market trends are set to change sector coverage including
cafes/bars, full-service restaurants, fast food, home delivery, and street stalls. In addition, the
report refers to the healthy eating trend that manufacturers of around 7,000 sweet and savoury
snack brands would be required to provide more detailed health warnings concerning their sugar
and salt contents. This stronger consumer awareness is expected to shift the focus toward
healthier consumer foodservice. The eating establishments become important in which the
consumer can freely choose to eat.
Milma tea stall is one of the smallest shop in the entire
kalamasseri but its very big in the sales volume. There are a lot of customers for milma tea stall
with in the cusat campus. There are more than 6000 students and other university staffs are
heavily depending on the milma tea stall for tea and snacks .So its very relevant to conduct a
study on the customer satisfaction on milma tea stall .the study is mainly focused on the students
because majority of the customers are students the study can be used to improve the performance
and customer satisfaction of the milma tea stall. As it is a service oriented business its very
relevant to study why such a small shop makes very huge profit and how they are attracting the
customers.

1.1 OBJECTIVES OF THE STUDY

The broad objectives of the study were

 To find out the customer satisfaction on milma tea stall
 To suggest the ways to improve customer satisfaction
1.2 SCOPE OF THE STUDY

The scope of this project is to suggest the ways to improve the customer satisfaction on the milma
tea stall. The will be help full to find out the ways to measure the customer satisfaction succussfull.
A lot of people are depending milma tea stall for their daily needs so the study will be helpful to
them also.

1.3 METHODOLOGY
1.3.1 Research design
A research design is the determination and statement of the general research approach or strategy
adopted for the particular project.
 Sample size
The number of sample is 50 students with in the CUSAT . Each respondent is treated as a case of
detailed analysis. Various data were collected by the means of questionnaire and
observation.primary and secondary data are considered for the purpose of analysis

1.3.2 Data collection method

For the accumulation of data the sources were primary and secondary data.
 Primary Data:
These data are raw material. They are the measurement observed and recorded as a part of
original study. They are original in character. The investigator or researcher directly collects this
data. The basic form of obtaining this data is by observing and questioning. The Primary data
was a detailed questionnaire.

 Secondary Data:
They are not originally drawn by the researcher as fresh data. These are collected by some other
person for this purpose and published. These types of data can be collected through various
sources.
For this study the secondary data were collected from the various websites and books.

1.3.3 Tools and techniques of analysis

Percentage analysis and statistical tools were used in the study. 1.3.4 Location and Duration of
the studyThe study was conducted at CUSAT campus. The duration of the project study was two
weeks .
Restaurant Industry
According to Biswas and Cassell (1996), a restaurant business “is a very complex and unique
industry dealing with multiple facets of typical business operations. It is one of a few businesses
that must coordinate the complex tasks within the confines of the same facility.” Manufacturing
component has to do with kitchen operations. To effectively operate this business, restaurant
operators must coordinate proper human resource management practices in hiring, developing,
and executing the service practices to ensure the positive dining experiences as well as develop
strategic processes to execute production and expediting of all food and beverage items (as cited
in Koutroumanis, 2005, p. 20).

According to Zeithaml et al. (1996), a critical success factor of any business is “the ability to
generate repeat business.” Regarding Crook, Ketchen, and Snow (2003), “This is even more
critical in the restaurant industry. Because of extremely low switching costs, customers have a
wide array of choices of where they can dine. If they are not satisfied with their dining
experience at one restaurant, it is very easy for them to choose another (as cited in
Koutroumanis, 2005, p. 22).”

In short, restaurant operators must be concerned with the product quality, and the level of service
quality results in the customers‟ satisfaction, which is the core of the restaurant service
industry‟s achievement.

Restaurant satisfaction

Researcher about satisfaction has been studied widely but almost all the studies about
satisfaction toward restaurants are generally confidential because the restaurant owners do not
like people to know how bad their restaurants are. Here are some in which respondents are used
as a model: ombatpaiboonchai O.,(2005) studied “Staff Satisfaction of the Staff Canteen: A
Case Study of Shangri-La Hotel, Bangkok”. The study was aimed to measure the staff
satisfaction level in terms of quality of food and beverages, services, utensils and facilities of the
staff canteen in Shangri-La. The results were found that most staff satisfaction was at a
satisfactory level. Nevertheless, for food and beverages, customer satisfaction toward the taste of
food was rated at a moderate level. Moreover, the lowest ranking of customer satisfaction was
toward the utensils which were cleanliness and sanitation.

Ubolpoolpol P., (2005) revealed in “Fast Food Consumption Behavior among People of
Different Genders and Ages: A Case Study of McDonald”. It consists of 3 main objectives as
follows: 1.) to find out consumption behavior towards McDonald‟s among people of different
ages and gender 2.) To explore people‟s attitudes towards McDonald‟s in terms of food, service,
and location 3.) To predict the future business of McDonald‟s in the Thai market for the next
decade The result was found that there was a difference in the frequency of consumption at
McDonald‟s, the time to go McDonald‟s, and the money spent on McDonald‟s between males
and females. However, there was no difference in the duration of the stay at McDonald‟s
between male and female. For the attitudes result, the majority of the respondents were satisfied
with McDonald‟s in terms of food, service, and location.

Restaurant Management

The entrepreneur should study „restaurant management‟ to organize the restaurant effectively. It
consists of man, material, money, and method. Firstly, man is the most important factor since it‟s
considered as fundamental in effective management because it leads to productivity.
(Chamornmarn W., 2006)

In the restaurant business, revealed that there are 8 positions in restaurant management and
service as follows:

1.ooRestaurant Manager coordinates the operation of the kitchen and the restaurant to insure that
they function effectively and profitably.

2.ooAssistant Managers perform the duties when the manager is not present. They also assist the
manager in preparing and submitting regular reports to the entrepreneur concerning such topics
as costs, profits, personnel, and special problems.
3.ooSupervisor takes control the staff and is responsible for the cleanliness of the restaurant and
reservations of the customers. Also, He/she has to write a daily report to the manager.

4.ooCaptain supervises the activities of the waiters and the bus boy in an assigned area. He/she
escorts customers to their tables and may take the customers‟ food orders, recommending dishes
and wines.

5.ooHostess takes the reservations of customers, welcomes them and takes them into the
restaurant.

6.ooWaiters/ Waitresses serve the prepared food and help the captain during work. They also set
the utensils on the table.

7.ooBus boys/ Girls perform a variety tasks such as removing used dishes from tables, wiping off
tables, and replacing linens. They reset tables with clean dishes and fill water glasses.

8.ooStewards clean up dishes and other utensils. All levels of man should have a „service-mind‟.
In this case, „service‟ is not an acronym but” it uses each letter from the word „service‟ to relate
to what each staff should do/ have.

S = Smile
The staff should smile nicely and sincerely. Service and smile can get along together.
Particularly, our Siamese smile always impresses foreign customers.

E = Eye Contact
When the staff smile at the customer, later they should have eye contact and greet the customer
gently.

R = Remember
If the staff can remember the customer‟s name or favorite food, the customer will be more
impressed.
V = Viewing
The staff should look around and take care of the customers well.

I = Information
Giving the right information and offering the menu gains an advantage over the
competitors because the staffs who can give more information have a greater chance to satisfy
the customer.

C = Courtesy
The staff should realize that they are just the staff, not a friend of the customers,
although the customer gives friendliness to them.

E = Empathy
The staff should know what the customer wants. Secondly, material is another factor considered
to be a management resource such as a building, products, etc. The entrepreneur should have
knowledge of and understand the purchased material well. In this study, the researcher will
present the place (location, atmosphere, and etc.) and product (food and service). For the place,
Mealey L. stated that the restaurant location should be considered in four factors: population
base, parking, accessibility, and visibility.

However, in stated that the entrepreneurs should know which business they will run. If it is a
restaurant business, the entrepreneur will have to choose the location closest to the target group.
They should first survey how many customers and competitors they will have. Moreover, they
should make their restaurant different in order to attract customers. Then, Atmosphere makes an
impression on people. The building design, decor, interior color scheme, texture of the walls,
service, and the food create the atmosphere. The right atmosphere can relax guests and make for
a good feeling and gain repeat customers. The proper atmosphere can make the food, service and
whole dining experience seem better.
People want to escape from problems and everyday surroundings. The atmosphere should project
a feeling of friendliness and comfort, be attractive and interestingly different. The atmosphere is
remembered long after the meal is finished. For the entrepreneur, this means repeat customers
and a profitable operation. Not everyone wants the same emotional response from a restaurant's
atmosphere. After busy working day, people would prefer to eat in a quiet, relaxed, intimate
atmosphere. However, for those who have worked alone in a quiet environment, a noisy
restaurant might provide a needed contrast. Therefore, it is very important to be familiar with the
characteristics of the type of people you serve (Michigan State University, 2002). The variety
and Quality of raw material has a significant impact on the quality and taste of the food, so the
entrepreneur should be careful about it. From the Food and Drug Administration (2001), Hazard
Analysis and Critical Control Points (HACCP) is a production control system for the food
industry. It is a process used to determine the potential danger points in food production and to
define a strict management and monitoring system to ensure safe food products for consumers.
HACCP is designed to prevent potential microbiological, chemical, and physical hazards, rather
than catch them. The Food and Drug Administration (FDA) and the United States Department of
Agriculture (USDA) use HACCP programs as an effective approach to food safety and
protecting public health. There are 7 principles of HACCP as following:

1.ooAnalyze hazards: Potential hazards associated with food and measures to control those
hazards are identified. The hazard can be biological, such as a microbe; chemical, such as a
toxin; or physical, such as ground glass or metal fragments.

2.ooIdentify critical control points: These are points in a food's production from its raw state
through processing and shipping to consumption by the consumer at which the potential hazard
can be controlled or eliminated, such as cooking, cooling, packaging, and metal detection.

3.ooEstablish preventive measures with critical limits for each control point: For cooked food,
for example, this may include setting the minimum cooking temperature and time required to
make sure of the elimination of any harmful microbes.
4.ooEstablish procedures to monitor the critical control points: Such procedures may include
determining how and by whom cooking time and temperature should be monitored.

5.ooEstablish corrective actions to be taken when monitoring shows that a

critical limit has not been met: For example, reprocessing or disposing of food if the
minimum cooking temperature is not met.

6.ooEstablish procedures to verify that the system is working properly: For example, testing
time-and-temperature recording devices to verify that a cooking unit is working properly.

7.ooEstablish effective recordkeeping to document the HACCP system: This may include
records of hazards and their control methods, the monitoring of safety requirements and action
taken to correct potential problems. Validation ensures that the plants do what they were
designed to do; that is, they are successful in ensuring the production of a safe product.

Next, another product that the entrepreneur should be concerned about is service because the
restaurant provides both food and service to the customer. Service is a kind of product. There are
four main characteristics of service that differ from other business as follows: (Kotler, 2000; pp.
429-438)

1.ooIntangible Product: Services are intangible but physical products are different. Services
cannot be seen, tasted, felt, heard, or smelled before they are bought. The customer will draw
inferences about service quality from the place, people, equipment, communication material,
symbols, and prices that they see.

2.ooInseparable Product: Services are produced and used at the same time. This is not true of
physical goods, which are manufactured, put into an inventory, distributed through multiple
resellers, and consumed still later. If people render the service, then the provider is a part of
service. Since the client is also present as the service is produced, provider-client interaction is a
special feature of service marketing. Both the provider and the client affect the service outcome.
3.ooPerishable Product: Service cannot be stored. The perish ability of service is not a problem
when demand is steady because it is easy to staff the services in advance. When demand
fluctuates service firms have difficult problems.

4.ooVariable Product: Service is highly variable because it depends on who provides it and when
it is provided. Customers are aware of this high variability and frequently talk to each other
before selecting a service provider. Service firms can take three steps toward quality control. The
first step is investing in good human resources selection and training. The second step is
standardizing the service performance process throughout the organization. It is helped by
preparing a service blueprint that depicts the service events and processes in a flow chart, with
the objective of recognizing potential service failure points. The third step is monitoring
customer satisfaction through suggestion and complaint systems, customer surveys, and
comparison-shopping, so that poor service can be detected and corrected.

Thirdly, money is necessary to do any business. The entrepreneur wants to make a profit in the
restaurant business. (Powers & Barrows, 1999) There are two basic approaches to raising profit:
to increase sales and to reduce costs. To increase sales one must sell to more people or sell more
to the present customers or do both. If the entrepreneur increases the number of customers, it can
achieve a good reputation and may build its customer base through word-of-mouth referrals. The
entrepreneur can also increase sales by checking averages. It can be to raise price; however, this
method risks a loss of customers. The better way is a menu redesign and suggestive selling.
Another approach is to reduce costs. It involves more careful scheduling of employees, improved
portion control, and more careful monitoring of the issue and use supplies such as soap, paper
goods, and other disposables. This is a careful review of the operation to find places where waste
can be reduced without loss of quality. Lastly, method is another management resource (4Ms).
The researcher would like to present a PDCA in „Total Quality Management: TQM‟ to manage
and/or solve any problems in the restaurant business. In fact, the PDCA cycle was originally
developed by

Stewart but it was taken up and promoted very effectively in the 1950s by Deming; therefore, is
known as `the PDCA Deming Cycle'. (HCI, n.d.) It begins with a Planning phase in which the
problem is clearly identified and understood. Potential solutions are then generated and tested on
a small scale in the “Do” phase, and the outcome of this testing is evaluated during the Check
phase. “Do” and “Check” phases can be repeated as many times as needed before the full,
polished solution is implemented in the “Act” phase. If compared with the restaurant business,
the PDCA cycle can help improve a restaurant. For example, there are few customers during
2pm-5pm, so the entrepreneur sets a special price in some menus. After that, the number of
customer increase and the income improves as well.
However, the entrepreneur always needs to adapt in order to attract customers. After knowing the
management resources in a restaurant business, customer satisfaction is an external factor that
the entrepreneur cannot ignore.
5.1 METHODOLOGY
 The nature of the study is descriptive research. This report is based on primary as well
secondary data, however primary data collection was given more importance since it is
overhearing factor in attitude studies. One of the most important users of research methodology
is that it helps in identifying the problem, collecting, analyzing the required information data and
providing an alternative solution to the problem .It also helps in collecting the vital information
that is required by the top management to assist them for the better decision making both day to
day decision and critical ones.

5.2 DATA SOURCES

Research is totally based on primary data. Secondary data can be used only for the reference.
Research has been done by primary data collection, and primary data has been collected by
questionnaire method. The secondary data has been collected through various journals and
websites
5.3 COLLECTION OF DATA
This questionnaire method of data collection is quite popular. In this method a questionnaire is
given to the customers, with a request to answer the questions and return the questionnaire. A
questionnaire consists of a number of questions printed in a definite order on form or a set of
forms. The questionnaire is given or provided to the respondents who are expected to read and
understand the questions and write down the answers in the space meant for the purpose in
questionnaire itself. The respondents have to answer the questionnaire on their own.

5.4 QUESTIONNAIRE DESIGN

The data was collected by means of questionnaire and was classified and analyzed carefully.
Questionnaire is constructed so that the objectives are clear to the respondents. In this research,
the questionnaire was formed as a direct and structured one. The type of questions that were
included was:

1. Close-ended questions:

This type of question has only two answers in the form of yes/no or true/false.
 2. Multiple-choice questions:

In this case, the respondents are offered two or more choices. The respondent has to
indicate which is applicable in his case.

3. Dichotomous Questions: Question with two possible answers to the question, for
example “yes” or “No” were used.

5.5 SAMPLING

Sampling is that part of statistical practice concerned with the selection of individual
observations intended to yield some knowledge about a population of concern, especially for the
purposes of statistical inference. Each observation measures one or more properties of an
observable entity enumerated to distinguish objects or individuals.

5.5 .1 SAMPLING PROCEDURE

The sample is selected from the customers of milma tea stall. Students are selected for sampling.
convenient sampling used

5.6 DATA ANALYSIS

The number of sample is 50customers with in the CUSAT. Each respondent is treated as a case
of detailed analysis. Various data were collected by the means of questionnaire primary and
secondary data are considered for the purpose of analysis
INTRODUCTION
The datas are analysed on the basis of response of the questionnaire which is filled by the
customers the detailed interpretation of the data is give in this section

sex
sex FREQUENCY PERCENTAGE
male 28 56
female 22 44

Interpretation

The sex of the respondents is found out. Its found that 56% of the respondents are male and 44%
Of the respondents are female

sex
male female

44%

56%
COURSE DOING

COURSE DOING FREQUENCY PERCENTAGE

digree 7 14
pg 43 86

Interpretation

The course which is currently doing by the respondents are found out. 14 % are doing digree and 86

% are doing pg

COURSE DOING
digree pg

14%

86%
FREQUENCY OF VISITS TO MILMA

VISITS FREQUENCY PERCENTAGE

every day 29 58
alternate days 18 36
twice in a week 3 6
weekly 0 0
rarely 0 0

Interpretation

The frequency of visits to milma tea stall is found out. Its found that 58% of the respondents visits every
day , 36% of the visits on alternate days ,6% of the respondents are visiting twice in week,0% of
respondents visits weekly and 0% of the respondents rarly visits. The pie chart regarding response is
given below.

FREQUENCY
every day alternate days twicw in a week
weekly rarely

6%

36%
58%
FOOD IS HOT AND FREQUENCY PERCENTAGE FOOD IS HOT AND FRESH
FRESH
Strongly disagree 0 0
somewhat disagree 0 0
neutral 5 10
somewhat agree 14 28
strongly agree 31 62

Table

Interpretation

The opinion about wheather the food is hot and fresh is found out. Its found that 0% of the respondents
strongly dis agreed , 0% of the respondents somewhat dis agreed ,10 % of the respondents are neutral ,
28% of respondents somewhat agreed and 62%of the respondents strongly agreed. The pie chart
regarding response is given below.

FOOD IS HOT AND FRESH

Strongly disagree somewhat disagree neutral
somewhat agree strongly agree

10%

28%

62%

GOOD VARIETY OF ITEMS

GOOD VARIETY OF FREQUENCY PERCENTAGE
ITEMS
Strongly disagree 0 0
somewhat disagree 3 6
neutral 9 18
somewhat agree 24 48
strongly agree 14 28

Interpretation

The opinion about wheather the milma has good variety of food items is found out. Its found that 0% of
the respondents strongly dis agreed , 6% of the respondents somewhat dis agreed ,18 % of the
respondents are neutral ,48% of respondents somewhat agreed and 28%of the respondents strongly
agreed. The pie chart regarding response is given below.

GOOD VARIETY OF ITEMS

Strongly disagree somewhat disagree neutral
somewhat agree strongly agree

6%

28% 18%

48%

TASTY AND FLAVOURFUL FOOD

TASTY AND FLAVOURFUL FREQUENCY PERCENTAGE
FOOD
Strongly disagree 1 2
somewhat disagree 3 6
neutral 19 38
somewhat agree 22 44
strongly agree 5 10

Interpretation

The opinion about wheather the milma has tasty and flavourful food items is found out. Its found that
2% of the respondents strongly dis agreed , 6% of the respondents somewhat dis agreed ,38 % of the
respondents are neutral ,44% of respondents somewhat agreed and 10%of the respondents strongly
agreed. The pie chart regarding response is given below.

TASTY AND FLAVOURFUL FOOD

Strongly disagree somewhat disagree neutral
somewhat agree strongly agree
2%
10% 6%

38%
44%

CORRECT AND COMPLETE ORDER

CORRECT AND COMPLETE FREQUENCY PERCENTAGE
ORDER
Strongly disagree 3 6
somewhat disagree 4 8
neutral 17 34
somewhat agree 20 40
strongly agree 6 6

Interpretation

The opinion about wheather the the order is correct and complete is found out. Its found that 6% of the
respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,34 % of the respondents
are neutral ,40% of respondents somewhat agreed and 6%of the respondents strongly agreed. The pie
chart regarding response is given below.

CORRECT AND COMPLETE ORDER

Strongly disagree somewhat disagree neutral
6% agree
somewhat agree 12% strongly
8%

40% 34%

EMPLOYEES ARE PATIENT

EMPLOYEES ARE PATIENT FREQUENCY PERCENTAGE
Strongly disagree 3 6
somewhat disagree 5 10
neutral 16 32
somewhat agree 22 44
strongly agree 4 8

Interpretation

The opinion about wheather the employees are patient is found out. Its found that 6% of the
respondents strongly dis agreed , 10% of the respondents somewhat dis agreed ,32 % of the
respondents are neutral ,44% of respondents somewhat agreed and 8%of the respondents strongly
agreed. The pie chart regarding response is given below.

EMPLOYEES ARE PATIENT

Strongly disagree somewhat disagree neutral
somewhat agree strongly agree

8% 6%
10%

44%
32%

SERVED PROMPTLY
SERVED PROMPTLY FREQUENCY PERCENTAGE
Strongly disagree 3 6
somewhat disagree 4 8
neutral 18 36
somewhat agree 19 38
strongly agree 6 12

Interpretation

The opinion about wheather the respondents got served promptly is found out. Its found that 6% of the
respondents strongly dis agreed , 10% of the respondents somewhat dis agreed ,32 % of the
respondents are neutral ,44% of respondents somewhat agreed and 8%of the respondents strongly
agreed. The pie chart regarding response is given below.

SERVED PROMPTLY
Strongly disagree somewhat disagree neutral
somewhat agree strongly agree

6%
12%
8%

38% 36%

AVAILABILITY OF ACCESSORIES
AVAILABILITY OF FREQUENCY PERCENTAGE
ACCESSORIES
Strongly disagree 4 8
somewhat disagree 4 8
neutral 25 50
somewhat agree 15 30
strongly agree 2 4

Interpretation

The opinion about the availability of accessories is found out. Its found that 8% of the respondents
strongly dis agreed , 8% of the respondents somewhat dis agreed ,50 % of the respondents are neutral ,
30% of respondents somewhat agreed and 4%of the respondents strongly agreed. The pie chart
regarding response is given below.

AVAILABILITY OF ACCESSORIES
Strongly disagree somewhat disagree neutral
somewhat agree strongly agree
4%
8%
8%

30%

50%

EMPLOYEES SPEAKS CLEARLY

EMPLOYEES SPEAKS CLEARLY FREQUENCY PERCENTAGE
Strongly disagree 2 4
somewhat disagree 2 4
neutral 28 56
somewhat agree 10 20
strongly agree 8 16

Interpretation

The opinion about wheather the employees speaks clearly is found out. Its found that 8% of the
respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,50 % of the respondents
are neutral ,30% of respondents somewhat agreed and 4%of the respondents strongly agreed. The pie
chart regarding response is given below.

EMPLOYEES SPEAKS CLEARLY

Strongly disagree somewhat disagree neutral
somewhat agree strongly agree
4% 4%
16%

20%

56%

EMPLOYEES ARE FRIENDLY

EMPLOYEES ARE FRIENDLY FREQUENCY PERCENTAGE
Strongly disagree 0 0
somewhat disagree 2 4
neutral 17 34
somewhat agree 14 28
strongly agree 17 34

Interpretation

The opinion about wheather the employees are friendly is found out. Its found that 0% of the
respondents strongly dis agreed , 4% of the respondents somewhat dis agreed ,34 % of the respondents
are neutral ,28% of respondents somewhat agreed and 34%of the respondents strongly agreed. The pie
chart regarding response is given below

EMPLOYEES ARE FRIENDLY

Strongly disagree somewhat disagree neutral
somewhat agree strongly agree
4%

34%
34%

28%

PRICE WORTHINESS
PRICE WORTHINESS FREQUENCY PERCENTAGE
Strongly disagree 0 0
somewhat disagree 4 8
neutral 27 54
somewhat agree 9 18
strongly agree 10 20

Interpretation

The opinion about wheather the food is worthy for the cash is found out. Its found that 0% of the
respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,54% of the respondents
are neutral ,18% of respondents somewhat agreed and 20%of the respondents strongly agreed. The pie
chart regarding response is given below

PRICE WORTHINESS
Strongly disagree somewhat disagree neutral
somewhat agree strongly agree

8%
20%

18%
54%

PRICE COMPITITIVENESS
PRICE COMPITITIVENESS FREQUENCY PERCENTAGE
Strongly disagree 0 0
somewhat disagree 4 8
neutral 24 48
somewhat agree 12 24
strongly agree 10 20

Interpretation

The opinion about wheather the employees are friendly is found out. Its found that 0% of the
respondents strongly dis agreed , 8% of the respondents somewhat dis agreed ,48 % of the respondents
are neutral ,24% of respondents somewhat agreed and 20%of the respondents strongly agreed. The pie
chart regarding response is given below

PRICE COMPITITIVENESS
Strongly disagree somewhat disagree neutral
somewhat agree strongly agree

8%
20%

24% 48%
INTRODUCTION
This chapter examines the implications of the findings and offers some suggestions to
milma teastall. The present study traces factors affecting customer satisfaction both positively
and negatively. These findings and suggestions may help the milma to improve their perfomance

FINDINGS

The findings are based on three major factors about milma tea stall regarding the customer
satisfaction. they are explained below

 PRODUCT QUALITY
 Majority of the people are satisfied with the hot and fresh food from the
milma but still a few people are not much satisfied with the hotness and
freshness of the food
 Majority of the customers are satisfied with the variety of the food items
which milma is providing but as the above case a few people are still not
satisfied
 Majority is satisfied with the tasty and flavourful food

 RESAURANT SERVICE
Over all performance of the restaurant service is good. majority of the
customers are satisfied with the service. all of the customers said that the employees are
friendly. the over all openion about the employees are good.customers are satisfied with over all
performance of the restaurant service.

 PRICE WORTHINESS
The customers are satisfied with the price worthiness of the products .majority said
that the prices are competitive
7.2 SUGGESTIONS

 Provide more facilities like chairs for sitting and having the food items
 Expand the tea stall in to a small restaurant
 Increase the variety of food items
 Reduce the time delay for serving the food
 Give equal priority to all customers
 Improve over all quality of the food
NTRODUCTION
The milma tea stall is one of the largest profit making tea stall with in the CUSAT cmpus.A
number of students, teachers,none teaching staffs and other nearly residing people are heavily
depending milma.So milma will not have to face any shortage of customers. The majority of the
existing customers are satisfied with milma.if they improve their perfomance futher they can
attarct more customers.

8.1 SUMMARY OF MAJOR FINDINGS

PRODUCT QUALITY
Majority of the people are satisfied with the hot and fresh food from the milma but
still a few people are not much satisfied with the hotness and freshness of the food
Majority of the customers are satisfied with the variety of the food items which
milma is providing but as the above case a few people are still not satisfied Majority
is satisfied with the tasty and flavourful food

RESAURANT SERVICE
Over all performance of the restaurant service is good. majority of the
customers are satisfied with the service. all of the customers said that the employees are
friendly. the over all openion about the employees are good.customers are satisfied with over all
performance of the restaurant service.

PRICE WORTHINESS
The customers are satisfied with the price worthiness of the products .majority said that the
prices are competitive

8.2SUMMARY OF MAJOR SUGGESTIONS

Provide more facilities like chairs for sitting and having the food item .Expand the tea stall in to a small
restaurant. Increase the variety of food items .Reduce the time delay for serving the food Give equal
priority to all customers. Improve over all quality of the food
 CONCLUSION
The milma tea stall is one of the largest profit making tea stall with in the CUSAT cmpus.A
number of students, teachers,none teaching staffs and other nearly residing people are heavily
depending milma.So milma will not have to face any shortage of customers. The majority of the
existing customers are satisfied with milma.if they improve their perfomance futher they can
attarct more customers.

8.3LIMITATIONS OF THE STUDY:

1. The major limitation of the study was the time.

2. Lack of secondary data
3. There were no previous study conducted in the milma tea stall
4. As milma is a small tea stall there were not much dimensions for the study
.

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 APPENDIX
Questionnaire

CUSTOMER SATISFACTION IN MILMA RESTAURANT

Name of customer: ______________________

Age: _____________

Sex:

Course Doing :

How often do you go to milma restaurant

Every day alternate days twice in a week

weekly rarely

Please give us your opinion related to the following aspects of the FOOD QUALITY

1. The food is served hot and fresh

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

2. The milma has a good variety of items

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

3. The food is tasty and flavorful

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

Please give us your opinion related to the following aspects of the RESTAURANT SERVICE

4. My food order was correct and complete

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

5. Employees are patient when taking my order

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

6. I was served promptly

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

7. Availability of sauces, utensils, napkins, etc. was good

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

8. Employees speak clearly

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

9. Employees are friendly and courteous

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

Please give us your opinion related to the following aspects of the PRODUCT PRICES

10. The food is a good value for the cash

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree

11. Prices are competitive

Strongly Disagree Somewhat Disagree Neutral

Somewhat Agree Strongly Agree