Factors Influencing Customer Satisfaction or Dissatisfaction in the Restaurant Business Using AnswerTree Methodology

dc.citation.doiDOI: 10.1080/15280081003800355en_US
dc.citation.epage110en_US
dc.citation.issue2en_US
dc.citation.jtitleJournal of Quality Assurance in Hospitality & Tourismen_US
dc.citation.spage93en_US
dc.citation.volume11en_US
dc.contributor.authorHwang, Jinsoo
dc.contributor.authorZhao, Jinlin
dc.contributor.authoreidjinsooen_US
dc.date.accessioned2010-09-15T21:18:25Z
dc.date.available2010-09-15T21:18:25Z
dc.date.issued2010-09-15T21:18:25Z
dc.date.published2010en_US
dc.description.abstractIn the restaurant business, customer satisfaction can be linked directly to restaurant sales; thus, it is important to identify which perceived quality factors more strongly affect customer satisfaction or dissatisfaction. The purpose of this study was to find differences between satisfied and dissatisfied customers. The major analytical method used was AnswerTree. As AnswerTree method allows the researcher to more effectively target exact groups of people, it is a suitable analysis method to find differences between satisfied and dissatisfied customer groups. Study results indicated three perceived quality factors (good value, tasty food, and restaurant cleanness) most affected satisfied customers. On the other hand, three perceived quality factors (good value, tasty food, and employees’ knowledge of menu) most affected dissatisfied customers. Study results provide some meaningful information for restaurateurs in making a marketing strategy.en_US
dc.identifier.urihttp://hdl.handle.net/2097/4970
dc.relation.urihttp://www.tandfdc.com/journals/titles/1528008X.aspen_US
dc.rightsThis is an electronic version of an article published in Hwang J and Zhao J. (2010) "Factors Influencing Customer Satisfaction or Dissatisfaction in the Restaurant Business Using AnswerTree Methodology". Journal of Quality Assurance in Hospitality & Tourism. 11(2):93-110. Journal of Quality Assurance in Hospitality & Tourism is available online at: http://www.informaworld.com with the open URL of your article, which would be the following address: http://www.informaworld.com/openurl?genre=article&issn=1528-008X &volume=11&issue=2&spage=93.en_US
dc.subjectCustomer satisfactionen_US
dc.subjectPerceived qualityen_US
dc.subjectAnswerTreeen_US
dc.subjectCHAIDen_US
dc.titleFactors Influencing Customer Satisfaction or Dissatisfaction in the Restaurant Business Using AnswerTree Methodologyen_US
dc.typeArticle (author version)en_US

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