Study of Customer Satisfaction: A Case of an Institutional Restaurant

Abstract

This study examines the operation of a micro-restaurant business serving institutional customers, especially students and staff. A key part of the restaurant’s business model is providing food that is quick to prepare—ready-made and fast-cooking—and catering to specific dietary needs. Micro-entities like this are often overlooked in general management research and present their own unique challenges and opportunities. This study aims to fill that gap by offering useful insights for small-scale operators and regulators to better manage these types of businesses. The findings could serve as a foundation for future research, potentially using tools like the Keno model or factor analysis, to better understand customer needs and what supports smooth operations in similar small food services