Construction and analysis of customer satisfaction evaluation system for time-honored restaurants:a case study of Wuxi
In order to evaluate customer satisfaction with time-honored restaurants ,a customer satisfaction evaluation model was constructed based on questionaire surveys and expert interviews ,identifying 4 indicators and 15 factors. Drawing from the American Customer Satisfaction Index model and considering the service characteristics of time-honored restaurants ,a customer satisfaction evaluation system was established ,with qualitative descriptions of evaluation indicators.Analytical Hierarchy Process (AHP) was employed to calculate the weights of each indicator and element,including consistency testing to quantify the evaluation system. Analysis of the weights of each indicator revealed that product quality is the primary factor influencing customer satisfaction, followed by service quality,sales and marketing,and cultural significance. Among the 15 factors,the top five absolute weights were ranked in descending order as taste of dishes,food hygiene and safety,service attitude, nutritional value of dishes ,and sales channels. Therefore ,to enhance customer satisfaction in time-honored restaurants,it is imperative to prioritize the taste of dishes embodying both heritage and innovation. Enhancing staff training to elevate service awareness and standards is also of paramount importance. Furthermore ,it is highly recommended to leverage information technology to strengthen brand promotion and improve efficiency in ordering and payment processes ,thereby comprehensively enhancing customer satisfaction.
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