Customer-Oriented Approach as a Factor Influencing Customer Satisfaction

The aim of this paper is to analyze the relationship between client-oriented approach of restaurant business in Saint-Petersburg and the satisfaction level of their clients. The analysis of key works in spheres of the client-oriented approach, loyalty and satisfaction of clients was carried out in this paper. Questionnaire for management of selected companies was used to assess the client-oriented approach. Author used validated approach of Panin and Rebyazina to monitor feedback of clients on selected sources of Internet in order to assess satisfaction level of clients. Exploratory factor analysis (EFA) in SPSS was chosen as main method of data analysis. The resulting model depicts the influence of client-oriented approach on satisfaction of clients for market of restaurant business in Saint-Petersburg. The results of qualitative analysis of clients’ reviews about service level in selected companies are also presented as an individual contribution. Key words: client-oriented approach, satisfaction of clients.