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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
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.
Primary Instructor: _________________________Date:_____________
Table of Contents
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
Research Strategy and Data Collection Plan10
Summary of Chapter 1 and 2.10
Data Collection Plan11
Result, Conclusion, and Recommendation..14
Summary of Chapter 1,2, and 3...14
Summary of Results...14
Appendix A - Survey Instrument17
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.
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, ... more
Find essay on Drinking Beer
Fetal Alcohol Syndrome
On any given day in the United States... 10,657 babies are born. (US Census
Bureau). Twenty of these babies are born with Fetal Alcohol Syndrome. Twenty may
seem as though it is not a lot, but when you compare it to the fact that this
number is more than HIV positive, Muscular Dystrophy, Spina Bifida and Down
Syndrome combine it creates a whole new parameter. Fetal Alcohol Syndrome is a
direct result of a womans competed disregard for the fetus. Fetal Alcohol
Syndrome (FAS, hereinafter), is a series of both mental and physical birth
defects that can include, but are not limited to, mental retardation,
deficiencies in growth, central nervous system dysfunction, behavioral
maladjustments, and craniofacial abnormalities. It is common knowledge not to
smoke or drink during pregnancy. Growth abnormalities can be significant and
also includes all three of the following respects of growth: weight, length and
head circumference. Most of the time the babys growth abnormalities are so
severe they need to be hospitalized because of obvious failure to survive. A
baby with craniofacial abnormalities can be recognized by their eyes in that
they are small with exaggerated inner epicanthic folds. (Health Visitor Nov.
1981) The bridge of the nose is normally poorly developed. The ears are often
large and simple in form. (Midwives Chronicle and Nursing notes) At first, when
the baby is delivered, the affected infant shows signs of alcohol withdrawal;
with signs that are much similar to delirium tremens in adults. They are often
anxious, have a weak grasp, poor hand-to-eye coordination and consistent
difficulty in feeding and sucking. People can not blame the mothers for the
most part though. It is a common ignorance among the health care providers. Most
health care providers are untrained and unfamiliar with substance abuse issues
among pregnant women. FAS is widely misdiagnosed and or under diagnosed. Only
ten percent of medical schools require students to complete a course on the
proper diagnosis of individuals with alcohol and other drug addictions. Many
women do not receive proper pre-natal care, and a study performed by a National
Center for Health Statistics found that doctors appear less likely to tell a
pregnant black woman to quit drinking and or smoking than they would be to a
white woman. (The New York Times, January 19, 1994) As mentioned above, a baby
with FAS can suffer from many different birth abnormalities. These disabilities
will indeed last a lifetime. There is no amount of alcohol found to be safe to
consume during pregnancy. FAS is, however, 100% preventable when a woman
abstains from alcohol. FAS is the leading known cause of mental retardation.
Approximately, one out of 750 live birth are born each year with FAS. (The
Journal of American Medical Association, 1991) Thirty to 40% of the mothers who
drink heavily throughout pregnancy have the syndrome. FAS is not limited
to any one group, race, culture, or socio-economic background. Between one-third
and two-thirds of children in special education have been affected by alcohol in
some way. (The Journal of American Medical Association, 1991) Comparison of
children and adults with FAS shows that with the approach to adolescence, the
specific craniofacial features are not as noticeable as they are in infancy.
Average academic functioning of these children and adults does not seem to
develop beyond early school grade level. The short stature and small head (micro
cephalic), seem to be permanent. The most noticeable behavioral problems were
found to be with comprehension, judgment, and attention skills, causing these
adults born with FAS to experience major psychological and adjustment problems
for the rest of their lives. Numerous studies with animals, of experimental
alcoholism, where nutritional status has been well controlled, have shown that
the damage to the developing fetus, such as low birth rate CNS ( Central Nervous
System) impairment, etc. are caused by the direct consequence of the effects of
alcohol. In addition, some of these studies have shown a clear continuum effect;
the higher the blood alcohol of the mother, the greater the damage to the
developing fetus. Even though the direct connection between alcohol intake and
birth defects is now indisputable, there are other etiological factors
associated with maternal drinking that must also be considered as contributing
factors in an adverse pregnancy outcome. The most important of these secondary
factors is alcohol related malnutrition, as nutritional deficiencies occur
frequently with alcohol intake due to reduced appetite. Alcohol-induced zinc
depletion is particularly well documented. This has shown a positive correlation
with reduced zinc status and low birth weight and fetal malformations,
suggesting that inadequate zinc ... more
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