Research On Quality Improvement Strategy Of Shuangma Restaurant Based On Customer Satisfaction

The potential consumption needs are the most outgoing superiority in the economic growth of our country.It is the mainstream of China's economic transformation and upgrading to release the potential consumption demand,accelerate the development of modern service industry,and gradually transform from the industrial leading economic development into the service industry leading economic development.Catering industry is a typical service industry,in which service has a crucial impact on the success of enterprises.It is an important part for the healthy development of modern catering enterprises to think from the perspective of customers and to adjust the existing products and services based on customer satisfaction.A large number of practical experience shows that loyal customers are the main audience of the enterprise products.Customer loyalty has brought certain benefits to enterprises.However,the premise of cultivating the customer loyalty is to make customers satisfied and have a sense of trust,so that they will rely on the enterprise and develop a sense of dependence.Nevertheless,Shuangma Restaurant has not carefully studied and taken the use of the huge dividends brought by the improvement of customer satisfaction when Shuangma Restaurant is facing such good development opportunities.On the one hand,as the customer satisfaction and the restaurant industry are continuously changing under the influence of the development and changes of supply and demand in the market,the guests' requirements for the service standards also have varied.Customers are no longer satisfied with the promotion of the traditional hotel service products.They pay more attention to the aspect whether the restaurant can provide more detailed and individualized service products.Customers are pursuing the further physical and psychological enjoyment.On the other hand,the problems of service quality are prominent.The tendency of appreciating hardware and ignoring software is obvious,which has certain gap with the actual needs of customers.This essay chooses customer satisfaction as the entry point of improving the level of service quality of enterprises,and also takes it as the standard to improve service quality.Based on it,the enterprises will then implement the adjustment of service strategy.For catering enterprises,establishing a good brand image among customers to gain their recognition and loyalty can only achieve enterprises' sustainable development and improvetheir core competitiveness.This paper aims to study the current situation and existing problems of restaurant service quality management,through the analysis of which the essay put forward some improving suggestions in view of its existing problems,in order to help it establish a perfect service quality management system and improve the overall service quality level.The main existing problems of Shuangma Restaurant lie in the inability to control the quality when there are many customers,such as the time of serving food,poor language communication and so on.The main reasons for these problems are that the restaurant recruits too many part-time staffs and old staffs frequently resign.While the new employees have no experience and have not entered the training courses,it results in their unfamiliarity of the restaurant's service process,service standards and language impediment between servers and customers.As a result,it is difficult for managers to control the service quality,which directly affects the image of the restaurant and customer satisfaction.Taking customer satisfaction as a breakthrough provides a developing chance for Shuangma Restaurant,which plays an important role in the survival and development of the Shuangma Restaurant.