This bibliography was generated on cite this for me on wednesday, january 21, 2015. 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. Factors influencing indonesian customer satisfaction and customer. Service quality was found to have a significant effect on customer satisfaction. Manage all entries in a dedicated database from where you can export your entries in csv, pdf and excel. 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. This is an electronic version of an article published in hwang j and zhao j. Pdf the relationship between restaurant ambience and. 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. International journal of administration and governance, 14 special 2015, pages. Sep 15, 2016 customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. August 2015 78 the impact of customer loyalty programs on customer retention dr. The university of southern mississippi the aquila digital. Purpose to determine the factors that explain customer satisfaction in the full service restaurant industry.
Therefore, satisfaction was examined by the means of a survey using questionnaires, and the performance was measured by financial data. Pdf the effect of service and food quality on customer. A study of revisit intentions, customer satisfaction. Customer satisfaction is viewed as influencing repurchase intentions and behavior, which, in turn, leads to an organizationas future revenue and profits. The sample consisted of 289 respondents randomly selected from 100 small 70 and large 30 full. The relationship between service quality, customer. Pdf this study aimed to explore the impact of restaurant quality on customer. Service quality, customer satisfaction and purchase intention in fast food restaurant. 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. Customer satisfaction, product quality and performance of. Elham fakhri tomalieh marketing assistant professor marketing department faculty of administrative and financial sciences. The effects of restaurant attributes on satisfaction and return.
The primary search for works on restaurant quality and customer satisfaction in the. This study investigates the concept of port service quality psq and examines its influence on customer satisfaction in the port sector. Factors affecting customer satisfaction and customer loyalty. Service delivery, customer satisfaction, hotel industry. This study aimed to explore the impact of restaurant quality on customer satisfaction. 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. Effect of food quality on customer perceived satisfaction. 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.
Acsi retail report 2015 american customer satisfaction index. Pdf effect of quality of restaurant on customer satisfaction. In a largescale study of automotive customers, mittal and kamakura 2001 show a strong, albeit nonlinear, effect of. 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. The effects of customer satisfaction, relationship commitment. Muhammad ali phd scholar superior university lahore, pakistan. Designmethodologyapproach secondary research and qualitative interviews were. The impact of customer loyalty programs on customer retention.
International journal of business and social science vol. These are the sources and citations used to research factors affecting customer satisfaction in restaurant. Service quality, food quality, image and customer loyalty hrmars. Jan 29, 2015 customer satisfaction is defined as the satisfaction of the customer with a product and the business performance as a capability to generate profit. Also, both service quality and customer satisfaction had significant effects on repurchase intention. 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. As such, it is subject to the same contextual effects. There are many factors that can influence a customer s experience while they are dining at the restaurant. For example, the perceived quality of a food meal, effect of. Service delivery and customer satisfaction in hospitality. The impact of port service quality on customer satisfaction. The goal of every successful business is to maintain a high level of customer satisfaction by providing their client with value.
The effect of service and food quality on customer satisfaction and hence customer retention article pdf available in asian social science 1123. The model is first checked for validity in an interview with senior executives working in various container shipping lines in singapore, then. The customer satisfaction is customers evaluation of goods and services in term of. Customer rating of restaurant satisfaction independent sample t test. Service quality, customer satisfaction, repatronage intentions, restaurant. Singaporean journal of business economics, and management studies vol. The information has been derived from online and printed versions of journal articles and different marketing books. Assessment of service quality in the fastfood restaurant. It is a judgement that a product or service feature, or the product or service itself. Streamline responses over a secure ssl connection that this restaurant customer satisfaction survey comes with. Determinants of customer perceived service quality in fast food restaurant and their relationship to customer satisfaction and purchase intentions. Abadh jibi ghimire service quality and customer satisfaction. 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.
Pdf restaurant quality and customer satisfaction researchgate. Customer satisfaction ebbs nearly 4% for department and discount stores, and the industry continues to trail specialty retail overall. September 2015 122 quality function deployment and application on a fast food restaurant zuleyhan baran phd candidate in social sciences institute university of sakarya sakarya, turkey mehmet selami y. Customer satisfaction is an important factor to understand to satisfy customers about what they need and want. The main factors of the food service quality have been studied by ko and su 2015 who. Therefore it is established that the customer satisfaction can be analysed in response to service quality of food, employee services as well as restaurant atmosphere. Factors affecting guest satisfaction in the restaurant industry of south mississippi. Sep 27, 20 one of the generally recognized marketing principles is that retaining customers is more profitable than winning prospective customers. The influence of food quality on customer satisfaction in. The main objective of the research is to determine the influence of quality on customer satisfaction and on. Every customer has their own evaluation of services in restaurant. Factors affecting customers satisfaction in restaurants.
An empirical research on customer satisfaction study. A study of revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry. Customer satisfaction with department and discount stores falls 3. International journal of research and developmenta management. International journal for quality research 94 689704. 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. Abstract journal of asian business strategy asian economic. Every business needs not only to retain its current customers but also to expand customer s base significantly and it. Customer satisfaction plays a pivotal role in success of every business organization whether it is meant for a product or a service. The influence of food quality on customer satisfaction in fine dining restaurant. A study on determinants of customer satisfaction towards service.
Keywords customer satisfaction, customer loyalty, financial performance, service quality, image, value, brand credibility, economics, convenience, tangibles, banking, greece paper type research paper 1. This applied research was conducted between march, 2014 and may, 2015 among ten selected. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. Quality function deployment and application on a fast food. The purpose of this study is to investigate factors influencing customer revisit intention to restaurants by. From era and era, it has been considered that customer satisfaction is the core. Customer satisfaction has been recognized as one of the most important determinants of customer loyalty bae, 2012. Customers satisfaction is basic threshold of customer satisfaction mcdougall and levessque, 2000. Therefore, how to retain existing customers and improve their repeat purchases is an important consideration for practitioners to gain profit. Electronictabletbased menu in a full service restaurant and. Lahore, quality of restaurant, customer satisfaction, regression analysis. Pdf restaurant quality and customer satisfaction semantic. A study on nepalese restaurants in finland theseus. International journal of business research, 116, 4054.
Introduction background to the study customer satisfaction is the holy grail of success for business in the customer service industry. International journal of academic research in business and social sciences, 810. 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, customer service practices, core service drivers, customer. Customer satisfaction and return patronage intentions. The relationship between service quality, customer satisfaction and customer loyalty. Pdf customer satisfaction in the restaurant industry. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. This applied research was conducted between march, 2014 and may, 2015. This paper presents an analysis of quality, customer satisfaction and business performance in food industry. Jan 01, 2006 to determine the factors that explain customer satisfaction in the full service restaurant industry.
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