Journal Article10.1108/08876040610646536
Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model
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TL;DR: In this paper, a structured questionnaire was employed to gather data and test the model of customer satisfaction in a full service restaurant industry, and the regression model suggested that customer satisfaction was influenced most by responsiveness of the frontline employees, followed by price and food quality.
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Abstract: Purpose – To determine the factors that explain customer satisfaction in the full service restaurant industry.Design/methodology/approach – Secondary research and qualitative interviews were used to build the model of customer satisfaction. A structured questionnaire was employed to gather data and test the model. Sampling involved a random selection of addresses from the telephone book and was supplemented by respondents selected on the basis of judgment sampling. Factor analysis and multiple regression were used to test the model.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). Physical design and appearance of the restaurant did not have a significant effect.Research limitations/implications – To explain customer satisfaction better, it may be important to look at additional factors or seek better measures of the constructs. For example, the measures of food quality ...
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