amoako paulina maame esi

8/10/2019 Amoako Paulina Maame Esi

1/67

THE ROLE EMPLOYEES PLAY IN SERVICE DELIVERY TOACHIEVE CUSTOMER SATISFACTION AT THE IMPERIAL

PERKIN FAST FOOD RESTAURANT

by

AMOAKO PAULINA MAAME ESI (BSc ADMINISTRATION)

(PG4087201)

A Thesis submitted to the Institute of Distance Learning, Kwame NkrumahUniversity of Science and Technology in partial fulfillment of the

requirement for the degree of

COMMONWEALTH EXECUTIVE MASTERS OF BUSINESSADMINISTRATION

July 2012


2/67

DECLARATION

I do hereby declare that this research paper is my own work towards the Commonwealth

Executive Masters of Business Administration Degree and that it contains no material

previously published by another person or material which has been accepted for the award of

any other degree of any other University, except where due acknowledgement has been made

in the text .

Paulina Maame Esi Amoako ..

(PG4087210) Signature Date

Certified by:

Mr. Samuel Kwesi Enninful .. .

Supervisor Signature Date

Certified By:

Prof. I. K. Dontwi

Dean, IDL Signature Date

ii


3/67

DEDICATION

I dedicate this work to my dear mum, Mrs. Elizabeth Amoako and my sister Angelina Matey

who encouraged me to take this course.

iii


4/67

ACKNOWLEGEMENT

I am very much grateful to the Almighty God for granting me the opportunity to undertake

this research work. I m also thankful to my mother, father and sisters for their support

throughout the period I was doing this Masters Program.

To my supervisor, Mr. Samuel Kwesi Enninful, I say thank you for guiding me through this

dissertation with those helpful comments, suggestions and corrections.

I finally wish to express my utmost gratitude to all my friends especially those names I

cannot mention especially those who helped me in one way or the other through editing and

additions; I say God bless you all.

iv


5/67

ABSTRACT

In recent years, the competition in the restaurant trade in Ghana is increasing. There is more

choice for the customers and therefore the restaurants have to work harder to attract

customers. With the continuous growth of competition in the restaurant trade especially in

Ghana; understanding customers has become more and more an important method of

marketing in the fast food industry. The study sought to find out if there were any

relationship between employee satisfaction and customer satisfaction. It further, wanted to

ascertain if employee-customer interaction attract and retained customers and finally, to find

out the challenges encountered by employees in carrying out their duty at the restaurant. The

study employed both quantitative and qualitative method in the instruments for the data

collection. In all, 300 respondents took part in the study. The results revealed that there is a

significant relationship between employees and customer satisfaction, 2 (1) = 197 .995 , p

amoako paulina maame esi

Documents