Acceso usuarios
Lina Pileliene, Nuno Almeida, Viktorija Grigaliunaite
This paper analyzes the differences among customer satisfaction in catering industry in two different countries: Lithuania and Portugal. The adjusted European Customer Satisfaction Index is applied for catering service customer satisfaction measurement. The data are collected in 2014, achieving to identify the key factor affecting customer satisfaction with catering services in the two countries. Research results reveal that 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 the same: 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.
