The paper "Anita’ s Kitchen Restaurant Customer Survey" is an outstanding example of a management case study. Customer satisfaction of visitors to Anita’ s restaurant was measured in terms of age and gender. We develop the following hypothesis. H0: Gender does not impact on customer satisfaction at Anita’ s restaurant. H1: Gender has an impact on customer satisfaction at Anita’ s restaurant. From table 1 above, 74% (74) of the males were satisfied with services offered at Anita’ s restaurant. On the other hand, 56.6% (99) of the females were not satisfied with the services offered at Anita’ s restaurant.
This implies that most of the male customers were satisfied with the food and services offered at Anita’ s restaurant while female customers were not. From the chi-square tests above, the hypothesis was statistically significant (p=0.000) meaning that we reject the null hypothesis and accept the alternative hypothesis that gender has an impact on the satisfaction of customers at Anita’ s restaurant. Regarding the impact of age on the satisfaction of customers at Anita’ s restaurant, crosstabs were used and Pearson chi-square was used to test the following hypothesis; H0: Age does not impact on customer satisfaction at Anita’ s restaurant H1: Age has an impact on customer satisfaction at Anita’ s restaurant From Appendix VI, 13% (13) of the customers aged 18-25 years were not satisfied with the services offered at Anita’ s restaurant.
Most of the customers aged 26-34 years 11.9% (13) and those aged 35-49 years 69.7% (76) were not sure if they were satisfied with the services offered. Majority of those aged 50-59 years 47.6%(20) and those aged over 60 years 7.1%(3) were not satisfied at all over services offered at Anita’ s restaurant.
This shows that the younger age group of fewer than 25 years was satisfied with the services while the older customers of over 50 years were not satisfied over services offered. The statistic was significant based on chi-square test (p=0.000) and the variable showed weak to a moderate association. The null hypothesis is rejected and the alternative accepted that age has an impact on the satisfaction of customers. 2.2 Perception of quality of services at Anita’ s restaurant Table 2: Perception of services at Anita’ s restaurant From the table above, customers consider food quality (μ =1.61; SD=0.743) as the most important (also see figure 3 in the appendices) followed by price (μ =2.34; SD=1.143).
The least considered as a problem were service (μ =2.73; SD=1.028) and atmosphere (μ =3.34; SD=0.719). This implies that customers have a problem with food quality which should be immediately improved and the price of food should be amended. 2.3 Characteristics of satisfied customers As shown in Appendix VI, there was statistical significance at (p=0.000) which means that the variables were related. Customers expressed satisfaction with Anita’ s restaurant services were more likely to return (r=0.751; p=0.000) to the restaurant in future (Also see Appendix VI).
They were also likely to recommend (r=0.668; p=0.000) to friends and relatives. Furthermore, the statistics showed that satisfied customers had a weak negative relationship with the likelihood of patronage Anita’ s kitchen restaurant (r=-2.85; p=0.000). This shows that satisfied customers were not in a position to patronage the restaurant.