This research is written to analyze about how the service quality in
Dynasty Restaurant in Amsterdam influences the customer loyalty. It is important
to analyze this case because nowadays there are so many competitors in
hospitality industry, especially in the Restaurant industry. The writers want to
examine if the service quality does exist to influence the customers? loyalty.
In the first part, the writers will introduce about this thesis. It includes
background of the study, the problems statement, the purpose of the research and
the limitation of the research.
In the second part, the writers will introduce about service quality, and
customers loyalty. This part will provide all the literature review of service
quality, customer loyalty, and the relationship between service quality and
customers loyalty.
In the third part, the writers will explain about the research method. It
includes the types of research, data types and data sources, method and procedures
of data collection, data analysis technique and the research schedule.
In the fourth part, the writers will explain briefly the background of
Dynasty Restaurant. It covers the story of Dynasty Restaurant, the founder, and
the organization chart.
In the fifth part, the writers will analyze the data which include descriptive
analysis, frequency analysis, service quality mean analysis, cross tabulation
analysis, and guest book analysis.
In the sixth part, the writers will make the conclusions of this research and
give some recommendations about the service quality in Dynasty Restaurant.