Open AccessThe satisfaction of Vietnamese and European customers with service quality of high-end restaurants
Author(s) -
Thuy Thi Ngoc Vo
Publication year - 2017
Publication title -
khoa học và công nghệ: kinh tế - luật - quản lý
Language(s) - English
Resource type - Journals
ISSN - 2588-1051
DOI - 10.32508/stdjelm.v1iq2.447
Subject(s) - vietnamese , business , customer satisfaction , service quality , marketing , service (business) , quality (philosophy) , scale (ratio) , advertising , geography , philosophy , linguistics , cartography , epistemology
This study applied the DINERSERV scale to measure the effect of service quality on customer satisfaction about high-end restaurants. Moreover, this research also examined the impact of the difference between Eastern and Western cultures on the relationship between service quality and customer satisfaction. The research was carried out on a survey of 117 Vietnamese customers and 126 European customers in five high-end restaurants in Da Lat city. The outcome indicated that the service quality has a strong influence on the satisfaction of both Vietnamese and European customers. An interesting result is while to Vietnamese customers, fast and in-time services is very important, to European customers, it is not. The restaurant ambience is what European customers care about. This result not only broadens the theory of service quality but also suggests some practical implications for multicultural customer management in the integration period.