The relationship between customer loyalty and customer satisfaction among SMEs in the service sector: The case of a chain of restaurants
Abstract (summary)
Our study focuses on the relationship between customer satisfaction and customer loyalty among SMEs in the service sector. We studied a chain of full-service restaurants in the Quebec region.
The respondents were 136. The self-administered questionnaire was placed on the website of the restaurant. It was open for any customer in the Province of Quebec to answer.
We had more women who answered than men. We discovered that the food aspect was so important for the clients in influencing their returning to the same restaurant and recommending the restaurant to others. We had a high number of satisfied customers. We do not know if only the satisfied customers felt like answering the questionnaire.
We advise the restaurant managers to keep up the good work, focusing on the quality, the taste, the temperature, the presentation of the food on the plate and the smile of the employees.
Indexing (details)
Customer services;
Brand loyalty;
Customer satisfaction;
Management;
Restaurants;
Meals;
Employees;
Business to business commerce;
Competition
0505: Commerce-Business
72251: Restaurants and Other Eating Places