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- Title
The Impact of Service Variability on Customer Satisfaction.
- Authors
Marin, Diana-Andreea; Paraschiv, Elisabeta; Radu, Adina-Florina; Barbu, Andreea
- Abstract
The hospitality industry encompasses a wide range of areas in the service industry, such as accommodation, food services, tourism, and travel, which offer comfort, and guidance to customers, all of which are interdependent. Customer satisfaction consists firstly in the quality the clients perceive, and it embodies the added value that an organization can bring to its services. The main characteristic of services is variability, which refers to difficulty in being standardized. The paper's main subject is to determine the relationship between customer satisfaction and service variability aimed at serving in restaurants. Another objective of this study concerns verifying the connections between the influencing factors and the two examined concepts. The research is exploratory and quantitative, mainly using the Likert scale in the process of collecting data. According to the analysis of the results, between the two studied concepts exists a positive and direct relationship, the service variability occurring to influence satisfaction levels. The factors from the specialized literature have been tested and create strong links with service variability. The study results complete the gaps from previous research by connecting the two concepts and by determining the relation between them.
- Subjects
CUSTOMER satisfaction; CUSTOMER services; RESTAURANT customer services; LIKERT scale; HOSPITALITY industry; FOOD service
- Publication
FAIMA Business & Management Journal, 2022, Vol 10, Issue 1, p5
- ISSN
2344-4088
- Publication type
Article