This applied research was conducted between march, 2014 and may, 2015. A structured questionnaire was employed to gather data and test the model. The main factors of the food service quality have been studied by ko and su 2015 who. Sep 27, 20 one of the generally recognized marketing principles is that retaining customers is more profitable than winning prospective customers. Findings the regression model suggested that customer satisfaction was influenced most by responsiveness of the frontline employees, followed by price and food quality in that order. The sample consisted of 289 respondents randomly selected from 100 small 70 and large 30 full. Service quality, customers satisfaction and the moderating. Customer satisfaction, product quality and performance of companies1 petr suchanek, jiri richter, maria kralova2 abstract. International journal of business, humanities and technology vol. Service quality, customer satisfaction and purchase intention in fast food restaurant. Customer rating of restaurant satisfaction independent sample t test. Service delivery and customer satisfaction in hospitality. The influence of food quality on customer satisfaction in fine dining restaurant.
The influence of food quality on customer satisfaction in. Therefore, how to retain existing customers and improve their repeat purchases is an important consideration for practitioners to gain profit. Also, both service quality and customer satisfaction had significant effects on repurchase intention. Factors affecting guest satisfaction in the restaurant industry of south mississippi. Muhammad ali phd scholar superior university lahore, pakistan.
For example, the perceived quality of a food meal, effect of. It is a judgement that a product or service feature, or the product or service itself. The university of southern mississippi the aquila digital. The information has been derived from online and printed versions of journal articles and different marketing books. Singaporean journal of business economics, and management studies vol. Acsi retail report 2015 american customer satisfaction index. Keywords customer satisfaction, customer loyalty, financial performance, service quality, image, value, brand credibility, economics, convenience, tangibles, banking, greece paper type research paper 1. Customer satisfaction, customer service practices, core service drivers, customer.
Restaurant quality was measured using 11 dimensions related to halal, food, hygiene, menu and atmospheric quality, as well as assurance, accuracy, responsiveness, interior design, external environment and price. Stratified random sampling was used for this purpose for data analysis purpose, correlation and multiple regressions while using spss16 were used to test the model. The effects of customer satisfaction, relationship commitment. Abadh jibi ghimire service quality and customer satisfaction. Basically customers satisfaction is term which means that how customers predict about your product after the use of a specific product and how they evaluate your product in single manner and compare with the competitors products. Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. This study aimed to explore the impact of restaurant quality on customer satisfaction. Purpose to determine the factors that explain customer satisfaction in the full service restaurant industry.
However, customer satisfaction could not moderate the effect of service quality on repurchase intention. Jan 01, 2006 to determine the factors that explain customer satisfaction in the full service restaurant industry. International journal of administration and governance, 14 special 2015, pages. Streamline responses over a secure ssl connection that this restaurant customer satisfaction survey comes with.
As a result of its direct link with profits, the issues of service quality and customer satisfaction have become a focus to all organization including restaurant industries. Free restaurant customer satisfaction survey template. Manage all entries in a dedicated database from where you can export your entries in csv, pdf and excel. As such, it is subject to the same contextual effects. There is a positive relationship between food quality and customer satisfaction when measuring the impact of this key term on satisfaction and behavioural intention namkung, 2007. International journal of academic research in business and social sciences, 810. International journal of business and social science vol. Quality function deployment and application on a fast food. Lahore, quality of restaurant, customer satisfaction, regression analysis. Customer satisfaction, product quality and performance of.
A study on determinants of customer satisfaction towards service. February 20 61 electronictabletbased menu in a full service restaurant and customer satisfaction a structural equation model liwei hsu graduate institute of hospitality education national kaohsiung university of hospitality and tourism. Pdf restaurant quality and customer satisfaction researchgate. The goal of every successful business is to maintain a high level of customer satisfaction by providing their client with value. From era and era, it has been considered that customer satisfaction is the core. These are the sources and citations used to research factors affecting customer satisfaction in restaurant. An empirical research on customer satisfaction study. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. Pdf customer satisfaction in the restaurant industry. This is an electronic version of an article published in hwang j and zhao j. Factors affecting customer satisfaction and customer loyalty. Pdf this study aimed to explore the impact of restaurant quality on customer. The purpose of this study is to investigate factors influencing customer revisit intention to restaurants by.
Every customer has their own evaluation of services in restaurant. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. This bibliography was generated on cite this for me on wednesday, january 21, 2015. There are many factors that can influence a customer s experience while they are dining at the restaurant. The relationship between service quality, customer. This study investigates the concept of port service quality psq and examines its influence on customer satisfaction in the port sector. This applied research was conducted between march, 2014 and may, 2015 among ten selected. Factors influencing customer satisfaction or dissatisfaction. Customer satisfaction and return patronage intentions. August 2015 78 the impact of customer loyalty programs on customer retention dr. Customer satisfaction is viewed as influencing repurchase intentions and behavior, which, in turn, leads to an organizationas future revenue and profits. The effects of restaurant attributes on satisfaction and return. Designmethodologyapproach secondary research and qualitative interviews were. This paper presents an analysis of quality, customer satisfaction and business performance in food industry.
The impact of port service quality on customer satisfaction. Determinants of customer perceived service quality in fast food restaurant and their relationship to customer satisfaction and purchase intentions. The model is first checked for validity in an interview with senior executives working in various container shipping lines in singapore, then. The impact of customer loyalty programs on customer retention. The relationship between service quality, customer satisfaction and customer loyalty. Customer satisfaction ebbs nearly 4% for department and discount stores, and the industry continues to trail specialty retail overall.
Sep 15, 2016 customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. In a largescale study of automotive customers, mittal and kamakura 2001 show a strong, albeit nonlinear, effect of. Pdf restaurant quality and customer satisfaction semantic. Abstract journal of asian business strategy asian economic. The main objective of the research is to determine the influence of quality on customer satisfaction and on. The primary search for works on restaurant quality and customer satisfaction in the. The customer satisfaction is customers evaluation of goods and services in term of. Pdf the relationship between restaurant ambience and. The key dimensions of food quality, customer satisfaction and customer. International journal of business research, 116, 4054. Service quality was found to have a significant effect on customer satisfaction. Service delivery, customer satisfaction, hotel industry. Antecedents of customers repatronage intentions yap sheau fen a kew mei lian kdu college abstract this study was designed to examine the relationship between service quality, customer satisfaction and customers repatronage intentions in the context of the restaurant industry. Effect of food quality on customer perceived satisfaction.
Factors affecting customers satisfaction in restaurants. An investigation in vietnamese retail banking sector ngo vu minh, nguyen huan huu abstract this study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Customer satisfaction has been recognized as one of the most important determinants of customer loyalty bae, 2012. Elham fakhri tomalieh marketing assistant professor marketing department faculty of administrative and financial sciences. International journal for quality research 94 689704. Pdf the effect of service and food quality on customer. Customer satisfaction is an important factor to understand to satisfy customers about what they need and want.
In todays fastpaced and increasingly competitive market, the bottom line of a firms marketing strategies and tactics is to make profits and contribute to the growth of the company. Factors influencing indonesian customer satisfaction and customer. Customer satisfaction plays a pivotal role in success of every business organization whether it is meant for a product or a service. Every business needs not only to retain its current customers but also to expand customer s base significantly and it. A study on nepalese restaurants in finland theseus. Jun 01, 2015 the purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them.
Customer satisfaction is affected by the atmosphere of the restaurant consisting of arrangement, decoration, music, hygiene as well that are main ingredients to create and build the good image in the first sight of customers and memorable impression in customers mind lim, 2010. Restaurant industry is fast growing and emerging industry in pakistan and there is the need to look after the phenomenon of customer satisfaction and service quality briefly in order to make it good and healthy for people. Customers satisfaction is basic threshold of customer satisfaction mcdougall and levessque, 2000. Assessment of service quality in the fastfood restaurant. Introduction background to the study customer satisfaction is the holy grail of success for business in the customer service industry. A study of revisit intentions, customer satisfaction. International journal of research and developmenta management. Pdf effect of quality of restaurant on customer satisfaction. Service quality, customer satisfaction, repatronage intentions, restaurant. Customer satisfaction with department and discount stores falls 3.
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