The Influence of Sevicescapes on Customer Experience in Specialty Restaurant
Published: 2019
Author(s) Name: Amita Kolapkar, Sachin S. Vernekar |
Author(s) Affiliation: Assist. Prof., Bharati Vidyapeeth (Deemed to be) Univ. Inst. of Hotel Mgt & Catering Tech., Pune
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Abstract
Customer experience and pleasing customer is the transformation of the possibility of customer satisfaction. This is the reason restaurants need to envision more distant than customer satisfaction. There are various tangible or intangible factors that are accountable for customer experience in specialty restaurant. Aside from these tangible or intangible factors physical environment or servicescapes is another critical angle that affects fulfilled and content customer. The paper is intended to study the influence of servicescapes on customer experience in specialty restaurant. This preliminary study, involved 365 specialty restaurants customers in Pune (India), using questionnaire survey as the main method of data collection. SPSS examination performed discovered measurable backings for the positive influence of servicescapes on customer experience in specialty restaurant. The study recommends that restaurant managers ought to take the servicescape seriously as it proved to be a key pointer for total customer experience.
Keywords: Customer Satisfaction, Customer Experience, Servicescapes, Physical Environment
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