CONSUMER PERCEPTION OF RESTAURANT SERVICES: A CASE STUDY IN DHAKA

Abstract

The restaurant business is widespread among the major areas of Dhaka metropolitan area and city people more often visits and spends their time with their friends and family. As in Dhaka, there are not a lot of options for people to spend their leisure time; rather they spend their time in their nearby restaurants. This report analyses the overall service quality of restaurants in Dhaka, specifically in Dhanmondi area. Data were collected directly from the customers and consumers of the restaurants by first hand. The survey was done focusing on most of the famous and popular restaurants in this area. Against the question of whether or not customers are happy from the service standard of the restaurants, this study reveals that they are getting quality and standard service by those restaurants. All findings are shown and analyzed in the analysis part of the report. The initiative presents the actual scenario of the customers, what their perception about the overall service they are getting from the restaurants. Based on the results several recommendations are forwarded to improve the service quality and to improve the restaurant business industry in this area.