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

Author

Listed:
  • Ivkov Milan

    (University of Novi Sad, Faculty of Science, Serbia)

  • Blešić Ivana

    (University of Novi Sad, Faculty of Science, Serbia)

  • Stefanović Vidoje

    (University of Niš, Faculty of Science, Serbia)

  • Raljić Jovanka Popov

    (University of Novi Sad, Faculty of Science, Serbia)

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.

Suggested Citation

  • Ivkov Milan & Blešić Ivana & Stefanović Vidoje & Raljić Jovanka Popov, 2014. "Managing Customer Satisfaction In The Restaurant Industry: A Word From Managers," Economic Themes, Sciendo, vol. 52(3), pages 369-378, September.
    • Handle: RePEc:vrs:ecothe:v:52:y:2014:i:3:p:369-378:n:8
    DOI: 10.1515/ethemes-2014-0023
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    References listed on IDEAS

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    1. Nicolas Guéguen & Christine Petr, 2006. "Odors and consumer behavior in arestaurant," Post-Print halshs-00094108, HAL.
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