Measuring Customer Satisfaction Level and Business Management (the Case of Russian Restaurant Chain Chayhona №1)

The purpose of the presented work is to develop recommendations for improving the management of the service company, which provides an increase in customer satisfaction, using the example of a separately taken company "Chayhona No. 1". To achieve this goal, the following tasks were accomplished: consideration of the theoretical and methodological framework for measuring customer satisfaction in the service sector, studying the factors of satisfaction with restaurant services; The relationship between customer satisfaction and enterprise management has been studied; The factors of external and internal environment of the company are analyzed; Developed a design study; A marketing study was conducted; The information received is analyzed; Developed recommendations for improving the management of the company to improve customer satisfaction In addition, the internal information of the studied company "Chayhona No. 1" was studied on the enterprise management system, on the basis of which recommendations are subsequently developed. In addition, the author uses the primary information received during the focus groups with employees of the restaurant network "Chayhona No. 1" and questioning consumers in order to identify their socio-demographic characteristics and the level of satisfaction. In the process of research, general scientific methods were used, such as system, comparative, logical and financial analysis. When constructing schemes, tables, and systematization of data, methods of grouping, expert evaluation, and statistical processing of empirical data were applied.