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Library's collection Library's IT development CancelThe Effect of the Leadership Style and Employee Service Quality on the Customer Satisfaction in the Oriental Swan Restaurant, Soesterberg, The Netherlands.Through the years the market landscapes have become unstable, and customers ? needs have change d. Organizational variables such as size,
organizational environment, type of strategy, and organizational forms
certainly impose different demand on leaders and thus require specific
leader behaviors. By using appropriate leadership styles, the leaders can
affect employee job satisfaction, commitment and productivity. The main
subject of this research is to examine the relation between leadership style
and employee ?s service quality,as the determinants of customer satisfact ion
in a family-owned restaurant.
This thesis will answer the question,?How do the leadership style and
the service quality factors affect the customer satisfaction in The Oriental Swan? " The Pearson Correlation Coefficient bivariate analysis is used to examine the question.From the research, the writers found out that there is insignificant
correlation between leadership and customer satisfaction in The Oriental
Swan. Almost all of the service quality factors have positively moderate
correlation with customer satisfaction, except the responsiveness factor,
which has weak correlation with customer satisfaction. The writers hope
that the present research may help the owner to improve the restaurant
service quality, the customer satisfaction, and also the business performance.