<abstract xmlns="http://www.w3.org/1999/xhtml"><p>The present paper studies managers’ perception of factors that influence customer satisfaction in the restaurant industry and their attitudes towards conducting a research on customer needs. In particular, we studied the managers’ perception of the importance of restaurant experience elements of customer satisfaction. The research involved 50 restaurant managers in Serbia. Through descriptive and ANOVA analysis, we differentiated two main profiles of restaurant managers in terms of age and professional education. Also, we found through LSD Post hoc test statistically significant difference among managers in regards to customers’ needs data collection. Restaurant managers need to obtain education in the hospitality industry and to pay more attention to customer needs in order to provide quality service.</p></abstract>

The present paper studies managers’ perception of factors that influence customer satisfaction in the restaurant industry and their attitudes towards conducting a research on customer needs. In particular, we studied the managers’ perception of the importance of restaurant experience elements of customer satisfaction. The research involved 50 restaurant managers in Serbia. Through descriptive and ANOVA analysis, we differentiated two main profiles of restaurant managers in terms of age and professional education. Also, we found through LSD Post hoc test statistically significant difference among managers in regards to customers’ needs data collection. Restaurant managers need to obtain education in the hospitality industry and to pay more attention to customer needs in order to provide quality service.

Managing Customer Satisfaction In The Restaurant Industry: A Word From Managers

University of Novi Sad, Faculty of Science, Serbia

University of Niš, Faculty of Science, Serbia

Economic Themes

This chapter is distributed under the terms of the Creative Commons Attribution 4.0 Public License.

UPRAVLJANJE ZADOVOLJSTVOM GOSTIJU U RESTORATERSTVU - REČ MENADŽERA

The present paper studies managers’ perception of factors that influence customer satisfaction in the restaurant industry and their attitudes towards...

Managing Customer Satisfaction In The Restaurant Industry: A Word From Managers

Published Online: Oct 14, 2015

Page range: 369 - 378

Received: Mar 28, 2014

Accepted: Oct 24, 2014

DOI: https://doi.org/10.1515/ethemes-2014-0023

Keywords
customer satisfaction, restaurants, service quality, SERVQUAL, management

© 2014 Milan Ivkov et al., published by De Gruyter Open

This chapter is distributed under the terms of the Creative Commons Attribution 4.0 Public License.

Managing Customer Satisfaction In The Restaurant Industry: A Word From Managers

Published Online: Oct 14, 2015

Page range: 369 - 378

Received: Mar 28, 2014

Accepted: Oct 24, 2014

DOI: https://doi.org/10.1515/ethemes-2014-0023

Keywordscustomer satisfaction, restaurants, service quality, SERVQUAL, management

© 2014 Milan Ivkov et al., published by De Gruyter Open

This chapter is distributed under the terms of the Creative Commons Attribution 4.0 Public License.

Keywords
customer satisfaction, restaurants, service quality, SERVQUAL, management