The satisfaction can emerge from a variety of factors including the better outcome of consumption as compared to the perceived value or outcome of the brand. The quality and price of the brand as compared to competing brands also affects the satisfaction levels but brand positioning, identity, image, and recognition can considerably alleviate the influences of quality and
Marketing studies focused on customer satisfaction with physical products and services delivered through channels according to Khalifa and Liu (2002).Customer satisfaction leads to faster market penetration and in turn, to accelerated cash flows and likely acts as underlying mechanism by which customers’ satisfaction affects shareholder value in any industry according to Eugene et al (2003). Communication is vital to any organization in that good communication leads to no deficit or gap between the company and the public there by creating a positive image, this leads customer retention. Many studies explained that customer satisfaction can lead to brand loyalty and repurchase intention. Wang et al., (2004) investigated that customer satisfaction that has a positive result on brand loyalty. Accordingly, Kim et al., (2008) related that customer satisfaction positively influences brand loyalty.
1) Highly quality food because customers must be have with the taste and the quality of their food as they are in parallel enjoying the show. All food items must be cleaned and maintained properly in order to insure the satisfaction of the customer. The menu should be filled with rich dishes from different cultural backgrounds. 2) Good overall experience which is the actually treatment presented by the waiters during the taking of the orders, serving, as, well as, being knowledgeable about the menu in order to answer customers doubts. 3) Is to be different from other restaurants by providing a pleasant atmosphere along with innovative shows and well organized programs.
Customer satisfaction plays a vital role in the progress of your business. It is a marketing term determines how products or services supplied by a company meet or outdo a customer’s expectation. Customer satisfaction is considered important because it provides marketers and business owners with a standard that they can use to administer and improve their businesses. It also helps the marketers to monitor their businesses. Thus, it is important on the part of the marketers and business owners to understand the importance of customer satisfaction.
1. LITERATURE REVIEW 1.1. Overview of the themes Study about the positive relationship between customer satisfaction and customer loyalty in the restaurants has been examined by numbers of researcher since it contributed to the profitability and success of a company. And also it is also confirmed that not only the food quality, but the physical environment has an important role in affecting the satisfaction which then will determine the loyalty of the customers. The objective of this study will dig deeper on how the physical environment of a fine-dining restaurant has an effect on customer satisfaction and customer loyalty.
Based on the survey, most customers will focus on the reliability of restaurant because they believe that the higher reliability, the more consumer.The finding of the study reveals “Normal purchase” has positive relationship with “Reliability of restaurants” (Zheng Boyu,2003).Plymire (1991) pointed out that 91% of customer never have repurchase intention, and will continue to complain about the unpleasant experience for 8 to 10 people if they are not satisfied or uncomfortable in consumer services during the service. And most people believe their friends personal experience.So,when a friend complain the restaurant in his friend circle,the chances of his friends going to the same restaurant consumption will be greatly reduced.Therefore, if the food and beverage industry can enhance the quality of service factors which valued by consumers, they will be able to maintain a certain level of satisfaction that is benefit to maintain good relations with consumer. Furthermore,it will enhance consumer positive intention to reduce the negative intentions (such as: customer complaints, consumer transfer, etc.) .That is to say, improving guest satisfaction helps to improve the reliability of the restaurant, the regular customers and ultimately increase the re-circulation
Working Title: “Mystery Shopping – a Tool for customer satisfaction” - Submitted by S. Suneetha Devi P.R.R. College of Commerce & Management Introduction In recent times the word “customer care practice” has attracted much attention in the service industry. The word “customer” has therefore been adopted for clients to give credence and focus on their needs with the view of satisfying them. Customer satisfaction has now become the priority of every service institution . The reason can be due to obvious competition among institutions offering the same service.
Customer service effectiveness plays a vital role for tourism businesses & organizations to gain competitive advantage in the current market (Berry, 1995; Bowen & Schneider, 1988). Satisfied customers tend to return for the same business and will also sometimes make recommendations of the particular business to other people via word-of-mouth (Rucci, Kirn, & Quinn, 1998). Thus from this we know that obtaining a high level of customer satisfaction will provide a huge return on the profit generated. Researches has been done and it shows that customer retention is increasingly profitable for the subsequent years in many industries (Reicheld & Sasser, 1990). This theory should be able to apply for hospitality industry as well as customer retention means the customers have a level of trust and feel comfortable upon returning to the same hotel for the high level of satisfaction they can obtain.
Introduction One central issue in the hospitality industry is how to establish good relationships between customers and service providers. The success of any business establishment depends largely on the customers’ patronage of the services or goods of the said establishment. Thus, the need to make the customer appreciate the service of the establishment is of prime consideration. Ngahu (2001) stated that customer care is defined as any good service rendered to the client in the process of selling a product or service so that clients would keep coming back to the establishment. Otal (1990) also cited that customer satisfaction helps gain new customers and retains old customers of the establishment.
Yet, customer satisfaction is allowed as a particular act on a certain decision. Many investigators proved service quality as an important operation of customer satisfaction such as (Cronin & Taylor 1992, Oliver 1997, Lee, Lee & Yoo 2000; Ting 2004 & Kim et al 2009). Likewise, Cronin and Taylor (1992) explain that an effective customer satisfaction is guided by an extreme service quality but still cost, affective estimations and individual agents are affected to the customer satisfaction. Steven et al., (1995) argues that “consumer is impatient and sophisticated, if your restaurant isn’t providing satisfaction service and value, the customer will leave