Title: Investigating the impact of perceived crowding and various determinants on customers satisfaction: insights from family restaurants

Authors: Nida Siddique; Kashif Hamid; Muhammad Sajid; Asima Ali; Rana Shahid Imdad Akash

Addresses: Institute of Business Management Sciences, University of Agriculture, Faisalabad, Pakistan ' Institute of Business Management Sciences, University of Agriculture, Faisalabad, Pakistan ' Department of Management Sciences, Bahria University Lahore, Pakistan ' School of Management, China University of Mining and Technology, Xuzhou, Jiangsu, China ' School of Business Management, NFC-IEFR, Faisalabad, Punjab, Pakistan

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.

Keywords: customer satisfaction; perceived crowding; PLS-SEM; family restaurant.

DOI: 10.1504/MEJM.2022.119359

Middle East Journal of Management, 2022 Vol.9 No.1, pp.23 - 43

Received: 30 Oct 2020
Accepted: 29 Nov 2020
Published online: 01 Dec 2021 *

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