final project

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final project

Broadway Tavern Customer Satisfaction



A Project Report Presented to the
Faculty of the Greenville College




in partial fulfillment of the requirement
For the degree of Bachelor of Science with a
Major in Organizational Leadership

by
Richard Starr




Micheal Taylor
Goal 27
April 20, 2001
This is to certify that the report prepared
By: Richard Starr
Entitled: Broadway Tavern Customer Satisfaction
Has been accepted by the faculty of Greenville College.
Signed:
Primary Instructor: _________________________Date:_____________
Academic Director:_________________________Date:_____________
















Table of Contents
Abstract4
CHAPTER1.5
Description of the Problem..5
Statement of Purpose..5
Setting of the Problem.5
History and Background of the Problem6
Scope of the Project.7
Importance of the Project7
CHAPTER 28
Literature Review..8
CHAPTER 310
Research Strategy and Data Collection Plan10
Summary of Chapter 1 and 2.10
Research Strategy10
Data Collection Plan11
CHAPTER 414
Result, Conclusion, and Recommendation..14
Summary of Chapter 1,2, and 3...14
Summary of Results...14
Conclusions.15
Recommendation...15
References...16
Appendix A - Survey Instrument17

Abstract
Customer Satisfaction is a crucial part of a successful business and can make or break a business. Customer satisfaction in the tavern business is an important element, if you do not meet the needs of your customers they will gladly go to another tavern or bar.  The tavern business is unpredictable whereas when times are good, people are going to party and drink.  On the other hand, when times are bad, people are going to drink out of anger or depression. So providing great customer service is a must.  A tavern isn't like the power company where you only have one choice; there are numerous bars to choose from.
The purpose of this project is to see if the customers who patronize the Broadway Tavern are satisfied with the customer service  which they receive.
In my research strategy in completing my project had one primary objective, my customers such as gender, age, and martial status. The  secondary objective was to find out if my customers' needs are satisfied.  
The results of the surveys that my customers at the Broadway Tavern completed show that they are satisfied with the overall service that they receive.






Chapter 1
Description of the Problem
Statement of Purpose
Customer Satisfaction is a crucial part of a successful business and can make or break the business. Customer satisfaction in the tavern business is an important element, if you do not meet the needs of your customers they will gladly go to another tavern or bar.  The tavern business is  unpredictable whereas when times are good, people are going to party and drink.  On the other hand, when times are bad, people are going to drink out of anger or depression. So providing great customer service is a must.  A tavern isn't like the power company where you only have one choice; there are numerous bars to choose from.
The purpose of this project is to see if the customers who patronize the Broadway Tavern are satisfied with the customer service  that they receive.
Setting of the Problem
In the Centralia vicinity (Centralia, Wamac, and Central City) within one town and two villages there are approximately  twenty different taverns or bars.  With so many choices, customer satisfaction is an important part of the business.
There are things that one looks at before one chooses a tavern or bar to patronize.  For example, where the place is located?  Who else goes there?  What their prices are compared to rest of the field? What selections of beer and liquor do they offer ?  Also, when does the tavern have a dollar beer night, draft specials, mixed drink specials or any other promotions?  Another example is does the tavern have lunch specials, do they offer food all night, and do they give food away.  Customers also look to see if the bar offers entertainment such as TVs, video games, pool billiards, darts, air hockey, washers, shuffleboard, or karaoke.
A problem that I have to look at, that I have no control over, is the drinking laws, such as DUI, DWI, and illegal transportation and consumption.  The threat of getting a DUI discourages people to stay away.
History and Background of the Problem
The Broadway Tavern is the tavern that I'm doing the survey on; it is located in Central City, IL.  Central City is a small village that is connected to Centralia, IL.  The Broadway Tavern is at 123 North Broadway or Route 51 North.
Hugo Prill first started the tavern in the 1800's. The bar was called Nacks Exchange  and consisted of a saloon, post office, general store,