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Analysis of the factors determining consumer satisfaction of the restaurants of the european cuisine in Moscow

Student: Volkov Denis

Supervisor: Galina Polinskaya

Faculty: Faculty of Management

Educational Programme: Bachelor

Final Grade: 10

Year of Graduation: 2014

<p><em>Customer satisfaction is an important factor of the competitive development of service companies that is directly related to the financial performance of the firms. At the moment there is a gap in the identification of the factors determining restaurant service satisfaction. Current qualification work closes this gap by identifying the factors that influence customer satisfaction in the restaurant industry. This study is based on the premise that customer satisfaction is strongly correlated with the general evaluation and component assessment of the restaurant, placed in the public domain on the electronic reservation portal. Many companies that provide services in the field of electronic reservation of places at the restaurants tend to stick to the same opinion. Therefore, all virtual electronic resources have a system of rating in place. Current desk study examines the contributions of the components of the overall assessment, using as a sample database of registered on www.menu.ru restaurants of the European cuisine in Moscow. We also do not neglect the contribution to the overall assessment of such factors as the location, the average price of the check, the availability of additional services that are not evaluated at online reservation platforms but were listed there as characteristics of the restaurant. Of course, all the owners of the restaurants are interested in factors affecting the demand. By this paper was done the first step in the research of the question, namely, the analysis of the factors determining customer satisfaction of the restaurants of European cuisine in Moscow, and as a result describing the demand, as well as assess the weight of each factor with the use of linear regression model describing the overall satisfaction. Besides that there was analyzed the influence of the above factors on the cost of the average check and made the meaningful conclusions about the current pricing policy.</em></p>

Full text (added June 10, 2014) (1.01 Kb)

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