AUTHOR
Ingeberg, Katarina; Thornberg, Lina

DEPARTMENT
Business Administration and Social Sciences / Industrial marketing and e-commerce

SUMMARY
The purpose of this thesis was to examine café owners perception of customers expectations and what they think the interior means to the service quality. It also aims to examine how café owners use the interior to create service quality. In order to examine this, a case study was conducted based on interviews with two café owners. The study showed that the café owners take the customers expectations into consideration. It showed that they think the expectations were affected by which purpose the customer had with their visit. The study also showed that they think the interior has an affect on the customers experience. They also do take the interior into great consideration when they plan their business. The study showed that there are many factors in the interior to observe but it is the overall impression that matters.

ISSN 1402-1773 / ISRN LTU-CUPP--07/218--SE / NR 2007:218