Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal

Detalhes bibliográficos
Autor(a) principal: Pileliene,Lina
Data de Publicação: 2016
Outros Autores: Almeida,Nuno, Grigaliunaite,Viktorija
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582016000100005
Resumo: This paper analyzes the differences among customer satisfaction in 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. The data are 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 indicated 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 the same: 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.
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spelling Customer satisfaction in catering industry: Contrasts between Lithuania and PortugalCatering facilitiescustomer expectationscustomer satisfactionperceived qualitytourism marketingThis paper analyzes the differences among customer satisfaction in 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. The data are 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 indicated 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 the same: 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.Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve2016-03-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articletext/htmlhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582016000100005Tourism & Management Studies v.12 n.1 2016reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582016000100005Pileliene,LinaAlmeida,NunoGrigaliunaite,Viktorijainfo:eu-repo/semantics/openAccess2024-02-06T17:29:05Zoai:scielo:S2182-84582016000100005Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T02:33:07.995705Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
title Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
spellingShingle Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
Pileliene,Lina
Catering facilities
customer expectations
customer satisfaction
perceived quality
tourism marketing
title_short Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
title_full Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
title_fullStr Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
title_full_unstemmed Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
title_sort Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
author Pileliene,Lina
author_facet Pileliene,Lina
Almeida,Nuno
Grigaliunaite,Viktorija
author_role author
author2 Almeida,Nuno
Grigaliunaite,Viktorija
author2_role author
author
dc.contributor.author.fl_str_mv Pileliene,Lina
Almeida,Nuno
Grigaliunaite,Viktorija
dc.subject.por.fl_str_mv Catering facilities
customer expectations
customer satisfaction
perceived quality
tourism marketing
topic Catering facilities
customer expectations
customer satisfaction
perceived quality
tourism marketing
description This paper analyzes the differences among customer satisfaction in 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. The data are 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 indicated 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 the same: 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.
publishDate 2016
dc.date.none.fl_str_mv 2016-03-01
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
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status_str publishedVersion
dc.identifier.uri.fl_str_mv http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582016000100005
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dc.language.iso.fl_str_mv eng
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dc.format.none.fl_str_mv text/html
dc.publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
dc.source.none.fl_str_mv Tourism & Management Studies v.12 n.1 2016
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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