Economic Themes (2014) 52 (3) 8, 369-378
Milan Ivkov, Ivana Blešić, Vidoje Stefanović, Jovanka Popov Raljić
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.
Keywords: customer satisfaction; restaurants; service quality; SERVQUAL; management
MANAGING CUSTOMER SATISFACTION IN THE RESTAURANT INDUSTRY: A WORD FROM MANAGERS
Milan Ivkov, Ivana Blešić, Vidoje Stefanović, Jovanka Popov Raljić
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.
Keywords: customer satisfaction; restaurants; service quality; SERVQUAL; management
