الفهرس 
IntroductionOnly 14 pages are availabe for public view
 |  | from | 157 |  |  |
| | | from | 157 | | |
Abstract
The aim of this study is to assess employees’ performance and investigate its impact on customer loyalty in a sample of coffee shop chains in Egypt. To achieve this aim, an intensive review of related literature was obtained and divided into three main sections: first restaurants were classified with specific focus upon coffee shop; second performance appraisal issues and the role of employees in coffee shops were addressed; third customer satisfaction and loyalty were fully discussed. A questionnaire form was designed to investigate customers’ opinions concerning employee performance and its impact on their loyalty towards coffee shop chains. The questionnaire was distributed to customers in four main coffee shop chains in Egypt: two national and two international chains. The two international coffee shop chains were Starbucks and Costa and the two national were Cilantro and Cedar. A number of 240 forms was distributed, among them only 204 were valid for analysis with percentage of 85 %. A software computer package (Statistical Package for the Social Sciences, SPSS 19) was used to analyze the collected data. Frequencies were used to analyze the profile of respondents. Descriptive statistics (mean and standard division) were used to analyze the Likert scale. Pearson Correlation coefficient was computed to confirm or reject the correlation between employees’ performance and customer loyalty. One-way Anova test was conducted to compare between the four coffee chains. The results of Pearson Correlation Coefficient showed a positive correlation between the five dimensions of service quality (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) and customer satisfaction and loyalty. If these five dimensions are achieved, customer satisfaction and loyalty will be the outcomes. A Comparison between the four chains of coffee shops in relation to the five dimensions of service quality and customer loyalty using one way Anova test did not show any statistical differences between the four chains of coffee shops. A conclusion was established and a set of recommendations were suggested to ensure proper service quality by employees and ultimately achieve customer satisfaction and loyalty. 1. Ensuring that the five dimensions of service quality were achieved and meet customer satisfaction. 2. A periodical evaluation should be adopted to ensure the quality of food and beverage service provided. 3. Staff monetary and morale motivation should be enhanced. 4. Personal hygiene of food handlers should be considered to prevent the risk of food contamination. 5. Conducting specific training programs to enhance the employees performance and their practical and behavioral skills.