Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal
This paper analyzes the differences between customer satisfaction in the catering industry in two different countries: Lithuania and Portugal. The adjusted European Customer Satisfaction Index is applied for the measurement of the customer satisfaction in the catering industry. Data were collect...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2016-01-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/745/pdf_4 |
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| Summary: | This paper analyzes the differences between customer satisfaction in
the catering industry in two different countries: Lithuania and
Portugal. The adjusted European Customer Satisfaction Index is
applied for the measurement of the customer satisfaction in the
catering industry. Data were collected in 2014, with the aim to identify
the key factors that could affect the customer satisfaction in the
catering industries in these two countries. The results indicate that the
determinants of customer satisfaction with catering facilities are quite
similar in both countries. Eight structural relations are significant:
image influences expectations and loyalty; expectations influence
perceived quality; perceived quality influences perceived value and
satisfaction; perceived value influences satisfaction; and satisfaction
influences loyalty and complaints. Three statistically non-significant
direct causal relations are presented: complaints do not influence
loyalty; expectations do not influence perceived value as well as
satisfaction. Only one country-specific relation is detected: the effect
of image on satisfaction is statistically significant only for Portuguese
consumers. |
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| ISSN: | 2182-8466 |