Factors Affecting Resto-bar Customer Satisfaction

• 발행기관: 한국무역연구원
• 저자명: Ma. Josephine E. Inocencio Jeanette Angeline B. Madamba Loida E. Mojicac Normito R. Zapata, Jr.
• 간행물 정보: 『무역연구』제12권 제3호, 1~22쪽, 전체 22쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2016.06.30

영문 초록

In a highly competitive sector such as the restaurant industry, entrepreneurs find it difficult to keep afloat as they encounter constantly changing customer tastes and preferences. Utilizing a face-to-face customer satisfaction survey of 96 customers of a Philippine resto-bar, this study focuses on evaluating the level of customer satisfaction in a Philippine resto-bar and determining which dining attributes or factors affect customer satisfaction. Results show that while the resto-bar customer satisfaction ratings were highest for variety of menu and for some food and beverage offerings factors such as food presentation and freshness and temperature of food items, customer satisfaction ratings were quite low for other factors such as coldness of beverages, food palatability, waiting time, appropriateness of price of food and beverage offerings and promotional discounts. With respect to dining attributes or factors which affect customer satisfaction, the study revealed that food and beverage offerings, value for money and service are significant factors which are positively associated with customer satisfaction while location and ambience in general are not significant factors affecting customer satisfaction.

목차

Ⅰ. Introduction

Ⅱ. Study Objectives and Methodology

Ⅲ. Results and Discussion

Ⅳ. Value for Money

Ⅴ. Location and Ambience

Ⅵ. Service

Ⅶ. Strength of Relationships of Dining Attributes vis-à-vis Customer Satisfaction

Ⅷ. Summary and Implications

키워드

Customer Satisfaction Philippines Repatronage Resto-bar Service Quality