Evaluation of the effect of variables on customer satisfaction of restaurants through Structural Equations Modeling
DOI:
https://doi.org/10.5585/exactaep.v18n3.8691Keywords:
Perceived value, Business planning, Behavioral intentions, Analysis of multiple variable data sets, Review intentions.Abstract
Knowledge of the variables that affect customer satisfaction exercises a large influence on the success of organizations. In the food service sector it is not different, and it is necessary for organizations to understand the behavior and effect of variables for that satisfaction, since market positioning requires constant changes. In this sense, from the literature, in this work was carried out a survey of variables that influence the satisfaction of customers of restaurants, being made an evaluation of the relevance of these variables through the Modeling of Structural Equations. The research unit was composed of economically active persons who attend restaurants in the municipality of São Mateus (Espírito Santo), serving as a basis for verifying the application. These results provided an important knowledge base to assist in decision making in the food service sector, contributing to entrepreneurs, managers and government leaders in the creation of policies for customer loyalty. In addition, another important finding lies in the observation of the variable emotion, which influences about four times the satisfaction, rather than the performance. These results provided an important knowledge base to assist in decision making in the food service sector, contributing to entrepreneurs, managers and government leaders in the creation of policies for customer loyalty. Despite the effort to minimize possible job failures, there are limitations that can be exploited in future research, such as differences in operational practices and management between industry and industry. This work evaluates the impact of five variables identified by the literature review. The use of a service context is another limitation of this study.
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