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Library's collection Library's IT development CancelThis thesis is written by the writers in order to fulfill the requirement to
finish writer?s study in Hotel Management of Petra Christian University,
Indonesia and in CHN (Christelijke Hogeschool Noord- Nederland). The
objective of this thesis is to maintain customers? satisfaction after they complain
for the bad services that they have experienced in this restaurant. The writers have
chosen this topic because until this moment, there are a lot of customers who
complain for the bad services in the restaurant, such as they have to wait for a
long time for the drinks they have ordered and sometimes customers who sit in the
back area (Bouvignezaal and Kasteelzaal) often complain because no waiter in
charge in that area. So far, there is no action to be taken by the restaurant to
overcome that situation