Building Evaluating Index System For Customer Satisfaction Of The Catering Industry And Analyzing Its Applied Research

With people's living standards improving,and the pace of life speeding up,more and more people choose to eat outside.Thus,vigorous development is scored in catering industry.However,the industry-standard has not been set up yet,because of its own various reasons.Setting and sounding the industry systems allows of no delay.Based on customer satisfaction as the core,and the dining-room business in Soochow for the foothold,this paper builds a customer satisfaction evaluation index system by analyzing the meaning of related concepts of customer satisfaction and the marketing features of the catering induStry.And then,through the scenario simulation and Kano questionnaire,this paper respectively makes the empirical analysis on the rationality of the index system and the dining-room factors in need of improving.Finally,based on the empirical results of the dining-room business,this paper puts relevant proposals forward on management of enterprise.The results show that:including corporate image,hardware quality,product quality and stuff quality,as well as 15 sub-dimensions oft he customer evaluation index system can basically make a good comment on dining-rooms' customer satisfaction,the impact of the four dimensions of customer satisfaction in the order of degree is:product quality,staff quality,corporate image and hardware quality.Independent restaurants in soochow are not good at making use of incentives in the dimensions of corporate image and product quality.The customer satisfaction of dining-rooms is between relatively satisfactory and unsatisfied.