A STUDY ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN BAKERY CAFÉ

Abstract

This study analyzed the efficiency of a bakery in Delhi from customer satisfaction with the quality of service. The approach used was an investigation of meaning and results (IPA). IPA was conducted to determine the status of service quality indicators. It was intended to provide strategic action advice to management. The findings indicate that the standard of service goal for Quadrant A is a measure of courtesy. These initiatives should also be emphasized by the bakery as priorities for progress.