Improving A Service Quality With A Customer Complaint: Case Study In Shala Pizza’s Restaurant
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Date
2015
Authors
Roslili, Syamsul Anuar
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Abstract
In the modern business world today, customer is the king. Customer needs and requirements must be met to bind loyalty and build good relationships. Aspects of product quality and friendly service has always been a priority for entrepreneurs, particularly in the food industry. However, not all customer needs can be met due to constraints such as workers who do not have the communication skills and dealing with customers, time constraints and other technical problems. Customers who are not satisfied with this situation would be making a complaint. Currently, complaints are channeled to Shala Pizza’s service quality through social media, like official Website and Facebook, phone calls to the management office or a direct line to the owner of Shala Pizza, Puan Noor Shalawati binti Noordin.
This study aims to look at the strengths and weaknesses of Shala Pizza in providing services to customers. It also looks at the opportunities and threats that may affect the company's growth. Qualitative methods were used to interview the five staff including the Shala Pizza’s owner. Secondary data collection methods were also carried out with reference to reports from government agencies and report Shala Pizza’s restaurants sales. Fishbone Diagram SWOT analysis and were used as a tool to analyze the cause and effect due to the organization. The result shows that the feedback and complaints from customers are some of the aspects dealt with by the owner of Shala provide services. Although the number of complaints received is small but it can be used as a tool for providing the best size in the future.
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Keywords
Customer needs and requirements , Food industry.