Customer satisfaction in catering industry: Contrasts between Lithuania and Portugal
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Outros Autores: | , |
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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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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7160 |
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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 |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582016000100005 |
url |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582016000100005 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582016000100005 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
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 |
institution |
RCAAP |
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 |
repository.mail.fl_str_mv |
|
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1799137391291662336 |