Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal

Authors

  • Lina Pileliene Vytautas Magnus University
  • Nuno Almeida Polytechnic Institute of Leiria
  • Viktorija Grigaliunaite Vytautas Magnus University

Keywords:

Catering facilities, Customer expectations, Customer satisfaction, Perceived quality, Tourism marketing

Abstract

This paper analyzes the differences between customer satisfaction in the catering industry in two different countries: Lithuania and Portugal. The adjusted European Customer Satisfaction Index is applied for the measurement of the customer satisfaction in the catering industry. Data were collected in 2014, with the aim to identify the key factors that could affect the customer satisfaction in the catering industries in these two countries. The results indicate that the determinants of customer satisfaction with catering facilities are quite similar in both countries. Eight structural relations are significant: image influences expectations and loyalty; expectations influence perceived quality; perceived quality influences perceived value and satisfaction; perceived value influences satisfaction; and satisfaction influences loyalty and complaints. Three statistically non-significant direct causal relations are presented: complaints do not influence loyalty; expectations do not influence perceived value as well as satisfaction. Only one country-specific relation is detected: the effect of image on satisfaction is statistically significant only for Portuguese consumers.

Author Biographies

  • Lina Pileliene, Vytautas Magnus University
    Ph.D., Associate Professor at Marketing Department, Faculty of Economics and Management
  • Nuno Almeida, Polytechnic Institute of Leiria
    Ph.D., Adjunct Professor at Scholl of Tourism and Maritime Technology, Member of the Tourism Research Group – GITUR
  • Viktorija Grigaliunaite, Vytautas Magnus University
    Assistant Professor at Marketing Department, Faculty of Economics and Management

Downloads

Published

31.01.2016

Issue

Section

Tourism/Hospitality: Research Papers

How to Cite

Customer satisfaction in the catering industry: Contrasts between Lithuania and Portugal. (2016). Tourism & Management Studies, 12(1), 53-59. https://tmstudies.net/index.php/ectms/article/view/745

Most read articles by the same author(s)

1 2 3 4 5 6 7 8 9 10 > >>