A Research On The Influence Of Customer Compatibility To Customer Satisfaction Under Service Encounter In Restaurant

At present, most catering enterprises ignore the management of customers’language, behavior, appearance by focusing on the assessment criteria such asfinancial reward and consumption ability, which embodies a concentrated reflectionof unable to accurately grasp the relationship between the restaurant customers in theenvironment of service encounter. Previous studies pay much attention to customthemselves from the perspective of service contact and service experience to studycatering enterprises, restaurants-customer relationship and lack empirical researchfor the customer compatibility.Based on the reality and theory background of catering enterprises, this paperaims to finding out customers’ specific management indicators， namely themeasurement dimension of customer perceived compatibility in service environment.By further study, it explores the degree of effect on customer satisfaction of differentdimensions of customer perceived compatibility in order to provide theoreticalfoundations for the field management for catering enterprises.In this paper, the results of measuring dimension and experimental scene ofcustomer compatibility are presented by literature review method and the criticalincident technique method, as well as experimental research method. Then using themethod of questionnaire and factor analysis, experimental scene which can representits dimension is obtained. It also sets a control group and four experimental groups toanalyze the correlation between customer perceived compatibility and customersatisfaction and significances under the condition of different customer perceivedcompatibility. At last, this research finds out the degree of effect on customersatisfaction of different dimensions of customer perceived compatibility in the servicecontact environment in restaurant by descriptive analysis.The result shows that there exists a positive correlation between customerperception compatibility and customer satisfaction; Secondly，examining the effectsof perceived compatibility on customer satisfaction，there are significant differencesof different dimensions. Moreover, spatial awareness incompatibility exerts thegreatest considerable negative influence on customer satisfaction.