Conclusion

     We as a group learned a lot about Dunkin Donuts. It was interesting to know the background of this particular Dunkin Donuts in Paterson, NJ. Although Dunkin Donuts is a chain, the one that we studied is a family owned business. The current manager Brian Furtado had been managing DD for 20 years after starting out working with his sister under their father.
   

    We recognized that Dunkin Donuts took pride in giving their consumer the outmost respect and the best customer service they could provide. DD competes with their competitors by keeping their costs low, giving their customers the freedom to customize orders, fulfilling customer orders in a timely matter, and keeping the quantity of their products up to par.

    Dunkin Donuts uses the five dimensions when computing customer satisfaction. These five dimensions include conformance to specification, how much the customer values the company, fitness for use, support, and the psychological impressions consumers have on the company. We concluded that Dunkin Donuts provides quality service to their consumer and tries hard to keep their customers satisfied.