Favourable Prototypes in the Ordering System at Coffee Houses in South India – A Customer Retention Strategy

Vazeerjan Begum

Abstract


In the dynamic business arena of today, companies are majorly customer-driven. To gain a competitive edge over the other competitors, a company has to provide its customers a value added service and products. This study has been conducted with the objective of identifying the need to implement a customer friendly and satisfactory ordering system at Coffee Joints in South India. The study has highlighted the emerging epitomes in the ordering system, which would help the customer by reducing waiting time, and thereby increases customer satisfaction and retention. The study has shown that respondents have shown a favourable attitude towards the use of the a mobile phone / Personal Digital Assistant (PDA), prepaid card and would like to have the additional facility of having a touch screen in order to reduce time and effort in placing their order.


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DOI: https://doi.org/10.5296/jmr.v7i2.6937

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