Optimization of service processes as a factor of increasing customer satisfaction and loyalty: using the example of the chicken house

In the highly competitive catering market, creating a positive customer experience is a key success factor. This article presents an analysis of the service processes of the “Chicken House” catering chain to identify problem areas and develop recommendations for their optimization. Various aspects affecting the customer experience are considered, including speed of service, food quality, atmosphere, and feedback management. The implementation of the proposed recommendations is aimed at increasing customer satisfaction, loyalty, and strengthening the chain’s competitive position. The article presents the results of an empirical study confirming the effectiveness of the proposed measures.