AN APPROACH TO DETERMINING CUSTOMER SATISFACTION IN TRADITIONAL SERBIAN RESTAURANTS

被引：20

作者：

Stanujkic, Dragisa ^{[1
]}

Karabasevic, Darjan ^{[2
,3
]}

Zavadskas, Edmundas Kazimieras ^{[4
]}

Smarandache, Florentin ^{[5
]}

Cavallaro, Fausto ^{[6
]}

机构：

[1] Univ Belgrade, Tech Fac Bor, Informat Technol & Decis Sci, Vojske Jugoslavije 12, Bor 19210, Serbia

[2] Univ Business Acad Novi Sad, Fac Appl Management Econ & Finance, Res & Dev, Jevrejska 24, Belgrade 11000, Serbia

[3] Univ Business Acad Novi Sad, Fac Appl Management Econ & Finance, Management & Informat, Jevrejska 24, Belgrade 11000, Serbia

[4] Vilnius Gediminas Tech Univ, Inst Sustainable Construct, Labor Operat Res, Fac Civil Engn, Sauletekio 11, LT-210233 Vilnius, Lithuania

[5] Univ New Mexico, Dept Math, 705 Gurley Ave, Gallup, NM 87301 USA

[6] Univ Molise, Dept Econ, Via Francesco De Sanctis 1, I-86100 Campobasso, Italy

来源：

ENTREPRENEURSHIP AND SUSTAINABILITY ISSUES | 2019年 / 6卷 / 03期

关键词：

hospitality; restaurant industry; customer satisfaction; PIPRECIA; WS PLP approach; MULTIPLE-ITEM SCALE; BEHAVIORAL INTENTIONS; SERVICE QUALITY; IMPACT; SWARA; PERCEPTIONS; ATTRIBUTES; SELECTION;

D O I：

10.9770/jesi.2019.6.3(5)

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The aim of this paper is to make a proposal for an easy-to-use approach to the evaluation of customer satisfaction in restaurants. In order to provide a reliable way to collect respondents' real attitudes, an approach based on the use of smaller number of evaluation criteria and interactive questionnaire created in a spreadsheet file is proposed in this paper, whereby an easy-to-understand and simple-to-use procedure is proposed for determining weights of criteria. In addition to the said, the proposed approach applies the simplified SERVQUAL-based approach, for which reason a simplified version of the Weighted Sum Method based on the decision maker's Preferred Levels of Performances is used for the final ranking of the alternatives. The usability of the proposed approach is considered in the case study intended for the evaluation of traditional restaurants in the city of Zajecar.

引用

页码：1127 / 1138

页数：12

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