What factors affect customer satisfaction towards Asian restaurants in Gävle?

• Main Authors: Fu, Qingchen, Yuan, Yue
• Format: Others
• Language: English
• Published: Högskolan i Gävle, Avdelningen för ekonomi 2015
• Subjects: Food quality; service quality; customer satisfaction; Asian restaurant
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-19782

Aim: The aim of this research is to investigate factors which influence customer satisfaction in Asian restaurants.Method: Qualitative method and quantitative are used in this research. The data collected from both questionnaires and semi-structured interviews. Result and Conclusions: The research concludes that food quality and service quality are important factors of customer satisfaction towards Asian restaurants in Gävle. Meanwhile, environmental factors, the price of food and the authenticity of food also affect satisfaction of the Asian restaurant customers. Suggestions for future research: Future research could expand the diversity of samples to get a broader perspective of Customer satisfaction, or based on our research framework, a narrowed perspective of only one type of restaurant would be studied in the future. Contribution of the thesis: This thesis provides a new idea of studying customer satisfaction. Moreover, the research developed a model of customer satisfaction in the restaurant industry. Key words: Food Quality, Service Quality, Environmental Factors, Price and Authenticity Impression of Asian restaurants