An Assessment Of Customer Satisfaction With Kaldis Coffee

In the present competitive world, success of every company or organization lies in thernsatisfaction of its customers. This is essentially applied in the restaurant sector too. Thisrnstudy is designed to assess and analyze the level of customer satisfaction and whatrndetermines customer satisfaction in the context of Kaldi's coffee. Additional attempt hasrnbeen made to examine the level of overall service quality and its association with customerrnsatisfaction, along with other determinants of the same. For the purpose, researchrnmethodology using questionnaire as the instrument of primary data collection wasrndeveloped and administered on 250 respondents, selected randomly across 11 Kaldi'srncafeterias in the Addis Ababa city. Findings reveal that strong significant correlations existrnamong the variables, considered to be the determinants of customer satisfaction andrnservices quali ty. Multiple regression analysis examined conflict handing and needrnfulfillment dimensions of service quality, contributing significantly to develop satisfiedrncustomers.

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