Seeing that customer loyalty is a very crucial part of any service industry,
including a restaurant, the writers would like to describe how a restaurant can
obtain the loyalty of its customers. This report will discuss on one important part
which has effect to the customer loyalty of a restaurant. The research will be
focused on the promotion part.
The writers had done observing in their restaurant they have internship
with, which is Oriental Swan Restaurant in Soesterberg, The Netherlands.
Soesterberg is more like a village than a city, because it is very small compare to
other like Utrecht or even Amsterdam. Restaurant in Amsterdam will often get
busy with lots of people because it is a big city with crowded population.
Meanwhile restaurants in Soesterberg really depend on its regular guests. So if
they want to survive, they have to think how they can build and keep the loyalty
of the guests.
The question is how the restaurant develops the promotion itself so it can
be one of the effective ways to keep and to increase the customer loyalty. What
are the promotion programs the restaurant has at this moment? Are they being
used effectively? And how big is the effect towards its customer loyalty? Through
the research, the writers hope to be able to answer those questions.
(33402158) STEFANUS YONATHAN A
(33402020) CECILIA CAHYONO
(NA00000357) FOTINE ZIJLSTRA
(NA00000356) A. H. M. VAN HOOFF
(NA00000354) A. HOEKSTRA
Universitas Kristen Petra
Year : 2007
1. RESTAURANT MANAGEMENT
2. CUSTOMER LOYALTY
promotion, spaarkart, customer loyalty
s1 - Skripsi/Undergraduate Thesis (Program Manajemen Perhotelan)
Skripsi No. 02010359/HTL/2007; Cecilia Cahyono (33402020), Stefanus Yonathan Astayasa (33402158)
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