Restaurant consumer satisfaction research as a basis for ensuring rational consumption patterns

Abstract

The article is devoted to the study of the degree of satisfaction of consumers of a public catering enterprise as the basis for ensuring rational consumption patterns at the present stage of economic sustainability development and the most important criterion of the company’s performance in order to obtain long-term profit. Customer satisfaction research is one of the main directions in marketing. The provision of rational consumption patterns, according to the authors, in line with the assessment of consumer satisfaction is influenced by many factors such as the environment, consumer behavior patterns, the quality of food and service, the atmosphere, and the company’s image. The main methods we use in assessing satisfaction are SERVQUAL, NPS, and CSI. The CSI index assesses the level of customer satisfaction immediately after interacting with the company. It is based on identifying product properties that are important to the consumer. NPS is one of the best tools for determining the effectiveness of a company in determining the degree of customer loyalty. The concept of “SERVQUAL” reflects in detail the peculiarities of customer perception of service services, allows them to come to an understanding of the standard that will be most in demand among customers.To describe the “Customer Satisfaction” process, the authors used a process passport, which contains the following elements: process name, process definition, process goal, process inputs / outputs, process consumers, process resources, process performance indicators and their criteria, methods of measuring indicators.From the analysis of CSI data obtained from clients, conclusions are drawn about the most important indicators. In this case, it is the quality of the food, the atmosphere, the level of service. Based on the study, recommendations have been developed aimed at increasing the degree of consumer satisfaction and increasing the competitiveness of the catering enterprise.

Determining the Characteristics Affecting Customer Satisfaction: Example of Restaurant Business

“…İşletmeler açısından ise müşteri memnuniyeti sağlamak işletmelerde kaynakların kullanımını rasyonelleştirmek ve uzun vadeli kazanç sağlamak için önemlidir. Ayrıca rakiplere göre stratejik olarak önemli bir avantaj elde etmede ve işletme başarısında anahtar rol oynamaktadır (Solosichenko, Goncharova ve Merzlyakova, 2021).…”

Service Quality, Product Quality, and Perception of Price for Consumer Satisfaction at Aqiqah Business

“…Previous research on the effect of customer satisfaction on service quality, product quality and price (Afnani, 2012;Arguello et al, 2019;Asti & Ayuningtyas, 2020;Aulia & Hidayat, 2017;Bagus, 2016;Bahar & Sjahruddin, 2017;Boushaba & Elatife, 2020;Cahyani & Sitohang, 2016;Hayani, 2021;Ibrahim & Thawil, 2019;Khasan et al, 2021;Moraes et al, 2020;Mukti, 2017;Ofela, 2016;CA Putri & Trisnowati, 2021;L Putri, 2017;Ridho, 2021;Santoso, 2019;Sari, 2019;Susila et al, 2017;Suyono et al, 2019;Ulfa, 2016;Wijaya, 2017) show that there is an influence of price, service and product on consumer satisfaction. Research on consumer satisfaction on service quality, product quality, price and other variables (Fadhli & Pratiwi, 2021;Hanifudin et al, 2017;Ovita et al, 2019;Rasmikayati et al, 2020;Rendy et al, 2012;Solosichenko et al, 2021) find out that not only service quality, product quality and price affect consumer satisfaction but also other variables do. Previous research on the level of consumer satisfaction (Andreani, 2010;Bahar & Sjahruddin, 2017;Bichler et al, 2020;DS et al, 2020;Fauzia et al, 2020;Kristanti & Wasito, 2018;Suchánek & Králová, 2019;…”