Investigating the impact of perceived crowding and various determinants on customers satisfaction: insights from family restaurants
by Nida Siddique; Kashif Hamid; Muhammad Sajid; Asima Ali; Rana Shahid Imdad Akash
Middle East J. of Management (MEJM), Vol. 9, No. 1, 2022

Abstract: The consequence of perceived crowding is increasing progressively to stimulate the satisfaction of customer. The purpose of this study is to analyse the impact of perceived crowding on satisfaction of customer. This study also identifies the numerous determinants affecting on customer satisfaction in the restaurant industry. For this study, the data of 225 respondents is collected through survey questionnaire by using convenience sampling from family restaurant customer of Faisalabad, Pakistan. The gathered data is examined using the structural equational modelling (SEM) through partial least square (PLS). The findings concluded that perceived crowding has a significant and positive influence on customer satisfaction whereas all other factors also have a positive as well as significant impact on satisfaction of the customer. This study will assist to the hospitality sector such as management of the restaurants to provide better marketing services so the mangers can handle the crowdedness level in the restaurant to form a positive and favourable influence of good reputation of restaurants, high food quality and low/reasonable food price.

Online publication date: Wed, 01-Dec-2021

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