FACTORS AFFECTING CUSTOMER SATISFACTION IN EATERY BUSINESS - AN EMPIRICAL STUDY FROM BANGLADESH


Subrata Talapatra, Gilberto Santos, Anindya Gaine

Abstract: This study inspects young generation's gratification with their food facility establishments. A structured model was assembled from accessible information by means of data from several restaurants. The study result suggests that the fourteen major variables that elucidate customer satisfaction embrace service quality, ambience, sitting arrangement, privacy, VAT and taxes, washroom facility, food quality, staff behavior and price. Interpretive Structural Modeling (ISM) was applied to realize the mutual connections amid the fourteen barriers identified by survey. This work seeks to recognize which barriers are acting as the utmost dominant aimed at the adoption of total customer satisfaction and this result is helpful for eatery business to make greater profit and achieve reputation by removing the dominant barriers.

Keywords: Customer Satisfaction; Interpretive Structure Modelling; Restaurant

DOI: 10.24874/IJQR16.01-11

Recieved: 01.04.2021  Accepted: 04.10.2021  UDC: 640.4

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