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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| Format: | Article |
| Language: | English |
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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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| author | Lina Pilelienė Nuno Almeida Viktorija Grigaliūnaitė |
| author_facet | Lina Pilelienė Nuno Almeida Viktorija Grigaliūnaitė |
| author_sort | Lina Pilelienė |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-0365640d841c47f1a7f98163db90e97e |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2016-01-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-0365640d841c47f1a7f98163db90e97e2025-02-02T21:08:30ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662016-01-01121535910.18089/tms.2016.12105Customer satisfaction in the catering industry: Contrasts between Lithuania and PortugalLina Pilelienė0Nuno Almeida1Viktorija Grigaliūnaitė2Vytautas Magnus University, Faculty of Economics and Management, S. Daukanto st. 28, Kaunas 44246, LithuaniaPolytechnic Institute of Leiria, School of Tourism and Maritime Technology, Santuário de NossaSenhora dos Remédios, 2520–641 Peniche, PortugalVytautas Magnus University, Faculty of Economics and Management, S. Daukanto st. 28, Kaunas 44246, LithuaniaThis 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.https://tmstudies.net/index.php/ectms/article/view/745/pdf_4catering facilitiescustomer expectationscustomer satisfactionperceived qualitytourism marketing |
| spellingShingle | Lina Pilelienė Nuno Almeida Viktorija Grigaliūnaitė Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal Tourism & Management Studies catering facilities customer expectations customer satisfaction perceived quality tourism marketing |
| title | Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal |
| title_full | Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal |
| title_fullStr | Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal |
| title_full_unstemmed | Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal |
| title_short | Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal |
| title_sort | customer satisfaction in the catering industry contrasts between lithuania and portugal |
| topic | catering facilities customer expectations customer satisfaction perceived quality tourism marketing |
| url | https://tmstudies.net/index.php/ectms/article/view/745/pdf_4 |
| work_keys_str_mv | AT linapileliene customersatisfactioninthecateringindustrycontrastsbetweenlithuaniaandportugal AT nunoalmeida customersatisfactioninthecateringindustrycontrastsbetweenlithuaniaandportugal AT viktorijagrigaliunaite customersatisfactioninthecateringindustrycontrastsbetweenlithuaniaandportugal |