| dc.description.abstract | This study was conducted to identify the relationship between customer
satisfaction and service quality and product quality of luxury restaurants in Ho
Chi Minh City. Besides that, it also examines the impact of the factors (Tangibles,
Reliability, Assurance, Empathy, Responsiveness, Price, Authenticity and Meal
pace) and the factor of service quality and product quality on customer
satisfaction. As a result, the empirical information found in this thesis provides a
general view about assessment of customer about product quality or food quality
and service quality of luxury restaurants in order to make appropriate adjustments
and effective improvement for running a good business and satisfy guests in the
best level.
Based on the results of the path analysis exploring the direct and indirect
effects of eight independent and two dependent variables on customer satisfaction,
this study argues that in order to achieve high level of customer satisfaction,
luxury restaurants should have high level of service quality, product quality,
better tangibles in restaurants, better assurance, reliability, responsiveness and
empathy to customers, better price, and better meal pace process. Moreover, from
the result of this research, the findings indicate that the factor of perceived service
quality plays a crucial role for customer satisfaction.
In conclusion, from the experiences in process of conducting research, it
points out limitations of this study and provides helpful recommendations for
further dissertation. According to the research findings, this study gives some
recommendations for luxury restaurants in Ho Chi Minh City in order to take
adjustment and improve the level of service quality, product quality and customer
satisfaction. | en_US |
