amoako paulina maame esi
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THE ROLE EMPLOYEES PLAY IN SERVICE DELIVERY TOACHIEVE CUSTOMER SATISFACTION AT THE IMPERIAL
PERKIN FAST FOOD RESTAURANT
by
AMOAKO PAULINA MAAME ESI (BSc ADMINISTRATION)
(PG4087201)
A Thesis submitted to the Institute of Distance Learning, Kwame NkrumahUniversity of Science and Technology in partial fulfillment of the
requirement for the degree of
COMMONWEALTH EXECUTIVE MASTERS OF BUSINESSADMINISTRATION
July 2012
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DECLARATION
I do hereby declare that this research paper is my own work towards the Commonwealth
Executive Masters of Business Administration Degree and that it contains no material
previously published by another person or material which has been accepted for the award of
any other degree of any other University, except where due acknowledgement has been made
in the text .
Paulina Maame Esi Amoako ..
(PG4087210) Signature Date
Certified by:
Mr. Samuel Kwesi Enninful .. .
Supervisor Signature Date
Certified By:
Prof. I. K. Dontwi
Dean, IDL Signature Date
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DEDICATION
I dedicate this work to my dear mum, Mrs. Elizabeth Amoako and my sister Angelina Matey
who encouraged me to take this course.
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ACKNOWLEGEMENT
I am very much grateful to the Almighty God for granting me the opportunity to undertake
this research work. I m also thankful to my mother, father and sisters for their support
throughout the period I was doing this Masters Program.
To my supervisor, Mr. Samuel Kwesi Enninful, I say thank you for guiding me through this
dissertation with those helpful comments, suggestions and corrections.
I finally wish to express my utmost gratitude to all my friends especially those names I
cannot mention especially those who helped me in one way or the other through editing and
additions; I say God bless you all.
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ABSTRACT
In recent years, the competition in the restaurant trade in Ghana is increasing. There is more
choice for the customers and therefore the restaurants have to work harder to attract
customers. With the continuous growth of competition in the restaurant trade especially in
Ghana; understanding customers has become more and more an important method of
marketing in the fast food industry. The study sought to find out if there were any
relationship between employee satisfaction and customer satisfaction. It further, wanted to
ascertain if employee-customer interaction attract and retained customers and finally, to find
out the challenges encountered by employees in carrying out their duty at the restaurant. The
study employed both quantitative and qualitative method in the instruments for the data
collection. In all, 300 respondents took part in the study. The results revealed that there is a
significant relationship between employees and customer satisfaction, 2 (1) = 197 .995 , p
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