This is a research paper that is focused on evaluating the effects of associated factors\n(Quality, Service and Environmental) that influence customer satisfaction at a small\nrestaurant.\nThis research uses a defined population of 500 restaurant members. The calculated sample\nsize was 222 respondents chosen using systematic random sampling. Data analysis was\nconducted through SPSS, v23. Appropriate tests were applied to 4 variables determined as\nCustomer Expectation, Perceived Quality, Perceived Value and customer satisfaction\nextracted from the ACSI index.\nThe result shows that females are the target purchase group. Environmental factors respond\nmostly to Customer expectation and Perceived Quality; Quality and Environmental factors\nrespond mostly to Perceived Value, Quality and Service; and Environmental factors influence\nCustomer Satisfaction. From this study, Perceived Quality and Perceived Value are\nsignificantly positive for customer satisfaction but Customer expectation does not appear to\npositively affect customer satisfaction.\nThe results indicate that customers focus on the actual experience achieved and overall\nfeeling relating to the product and service experience - which together appears to support the\nACSI theory. The assessment revealed that quality and service factors relating to Customer\nExpectation and Perceived Quality; Service/Environmental factors relating to Perceived\nValue need to be facilitated, as it can improve overall customer satisfaction for small\nrestaurants. Moreover, it was realised that the demand for further examination related to the\ncustomer satisfaction is high and the need for developing more effective service delivery\nimprovements centred on customer feedback.
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