As the number of restaurants in the Netherlands have been increasing over
the past few years, restaurants must rethink their strategy in how to retain their
existing customer base. Customer retention is one of the ways to avoid losing
customers' frequent purchase to the new entrants. This paper is interested in
finding significant factors affecting customer retention for both in-house (those
who walk into the restaurant) and ex-house (those who use delivery order)
customers as the way to increase sales volume for one of the Vietnamese
restaurant located in Amsterdam, called Little Saigon Haarlemmerdijk (LSH).
Based on the findings, customer satisfaction is a nice-to-have that does not
necessarily increase customer retention in LSH. The significant factors affecting
customer retention for in-house customers are, in order of importance, quick
service, courteous employee, and helpful employee. Free tap water policy is also
found to be an important factor during the focus group discussion. The significant
factors affecting customer retention for ex-house customers are, in order of
importance, complete product information, reasonable price, clear product
information, and the ability to track delivery progress. Accuracy in each of the
order handling and a recommendation feature are also part of the important factors
according to the result of the focus group discussion.

Creator(s)

• (34413036) MICHELLE

Contributor(s)

• Peter Stikker → Advisor 1
• NICO JANSEN → Examination Committee 1

Publisher

Universitas Kristen Petra; 2017

Language

English

Category

s1 – Undergraduate Thesis

Sub Category

Skripsi/Undergraduate Thesis

Source

Undergraduate Thesis No. 34010315/MAN/2017; Michelle (34413036)

Subject(s)

• CONSUMER SATISFACTION
• DELIVERY ORDERS
• RESTAURANTS

File(s)

• jiunkpe-is-s1-2017-34413036-38756-sales_volume-cover.pdf
• jiunkpe-is-s1-2017-34413036-38756-sales_volume-abstract_toc.pdf