Success Is A Choice


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success is a choice 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, ... more

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Arrested Development

Default individualization is a path which someone can follow by accepting personally bounding identities which are socially accepted. Basically each person accepting the same identity of that of the person right next to them. By not being their own individual, these identities may possibly delay growth into adulthood. Things in life happen by default for these people, whatever happens just happens, and it is not planned out or thought of to any extent. This individualization does not stimulate growth as a person, because one can just look onto others (whose are actions, choices, and behaviors are socially accepted) to choose their life choices. Or someone can choose a path of developmental individualization. They can easily have their own personal identity apart and different from any others. People can actively have a well thought out plan to change your life for the better and to maintain this plan for life improvement in the adult world

As times have changed, so has our culture. Our country tends to veer children towards one particular individualization over another. It seems developmental individualization is more common. People have expectations by society which they must fulfill, and are expected to do so at particular times in their lives, as said by Tamara Haraven who argues the importance of " the timing of transitions, with those to adulthood becoming more uniform and orderly." People are expected in life to go to school, work, get married, start a family, all these things are expected to be done at a certain time in their life. People may not want to do all this in this order and whatever point in their life, but they do because they are expected to do so. This is all supposed to happen developmentally. People are molded by society, actively making decisions and trying to be ahead of life's obstacles. This is occurring in not only America but as well as in Europe, as Wallace observes how instead of becoming their own individual people, people "choose identities from among and increasingly complex array of options". Sven Morch makes similar observations, on youths who must master' their adolescence ways' in order to become successful adults, showing the importance of structure to their culture. Life must be followed in a particular sequence according to contemporary capitalism' in order to succeed in life. With a million and one people trying to get the same task done, people do things because they have to, not because they want to. However, these people are actively making decisions to plan out their own paths, and this makes them developmentally individualized.

Many aspects of our society add to the openness of selfishness of people and personality disorders. It is obvious in an argument of Bly that our culture has condition contemporary society to become narcissistic, which has also been argued to be correlated to arrested adulthood;                
" As Bly argues, the sibling society gives people the permission to be narcissists, to remain as half-adults, and to engage in complex forms of sibling rivalry wherein they demand what they feel they are entitled to from an "authority" they have learned to hate"
The elite class (famous people especially) who in their own way seem to have molded our culture, have secluded themselves from the less fortunate and created much distaste among people of lower classes, by having personal trainers, makeup artists, plastic surgeons, and nutritionists they make themselves look like the perfect person. By this, causing hostility between classes has caused many to dream for better only to realize they can not rise up from their current social class. By trying to achieve the perfect image, and be something they are not many unhealthy issues arise. Young women watching Brittany Spears on television, idolizing her begin to obsess about her perfectly flat abs, and run to the bathroom after each meal or starve themselves instead. Our culture values beauty and youth, and promotes unrealistic lifestyles. It is well explained by Cote and by others how people constantly look to others and make comparisons;
"Schnall goes on to connect these problems with the rise of Riesman's other directed person. She notes that in contrast to the inner-directed person, the other-directed person is easily made unhappy, because constantly ... more

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