Determinants of Customer Satisfaction, Revisit Intentions and Word Of Mouth in the Restaurant Industry – Study Conducted In Selective Outlets of South Kolkata
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 6
Abstract
The hospitality sector in Bengal has witnessed a significant growth over the last decade. The colonial image of the city has been successfully replaced to a bustling marketplace. Locating an eatery in every main lane is no longer a rare site. Since the city is a hub of several eateries, reviewing customer feedback is essential for restaurant owners to continue with successful and profitable operations. The purpose of conducting this research is to examine how food quality, service quality, pricing and restaurant environment influence customer satisfaction. The level of satisfaction of a customer also impacts his revisit intentions and word of mouth. To attain the research objectives, necessary hypotheses are developed and tested. The results obtained are subsequently explained. Literature reviews are also included in this research to provide a better understanding of the influential factors on dining experience. The primary data was collected through 250 sets of self administered questionnaires which were distributed to customers of five popular casual dining restaurants of Kolkata. The restaurants were selected on the basis of Dineout ratings. By using SPSS (V.21), data collected through survey questionnaires is analyzed and tables and charts are prepared. Lastly, major findings of this research are discussed in order to understand the relationship between the different relevant variables in a restaurant.
Authors and Affiliations
Dr. Shivaji Banerjee, Sneha Singhania
Keywords
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