The impact of strategic management on customer satisfaction in the food service quality in canton Sarajevo
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Metapodaci
Prikaz svih podataka o dokumentuApstrakt
This study can help to explore and measure food service quality, and the effect of stra-
tegic management factor on the foodservice industry in Bosnia and Herzegovina, and level their
impacts on customer satisfaction. The food service sector has many components which shape and
constitute customer satisfaction. They range from customer feedback, food quality, presentation,
ambiance, service, cleanliness and many other tangible and intangible elements. In this research,
the customer’s satisfaction with food service quality has been investigated. The relevant survey
of this study was based on the proposed questions and their answers to the level of satisfaction
from the services in the restaurants. This research is suggesting whether the food service qual-
ity has an impact on customer satisfaction, and the degree of its significance is presented. This
study was structured in two parts – as a literature review and survey research. The data were
collected primarily by considering... the quality. The period of collecting the data from adapting to
the questionnaire and applications of the samples for employing the modified version took eight
months. The participants were the customers, who were chosen randomly, in the restaurants and
cafes in Sarajevo. 120 surveys applied in this research, the diversity of restaurants and cafes
were also chosen randomly, by considering the equal diversities, such as luxury restaurants, fast
food restaurants, and cafes which serve foods. The data were analyzed by using SPSS statistic
software for descriptive statistic, for variance analysis by ANOVA, Turkey and t-test methods
and for analyzing of significant differences by Post Hoc LSD and Levene’s tests. According to
survey results, the customers are seen as satisfied with the quality of foods and their tastiness
and also attributes of restaurants. However, they stated that the service quality in the restaurants
needs to be improved. Particularly, while increasing the income and age of participants, their
expectations from the service standards and restaurant attributes and conveniences have been
increased. The participants who prefer a longer time to spend in the restaurant, also care more
about the ambiance of restaurants and feeling comfortable themselves while staying there. And,
the most of reasons for going to the restaurant is for a social occasion. And interestingly, 57% of
participants are going “rarely” to restaurants, and 42% of participants have less than 1000 KM
per month; the two results can be evaluated together to explain the reasons of each other
Ključne reči:
food industry / food service / service quality / restaurant management / strategic management / customer satisfactionIzvor:
Book of Abstracts - Third International Scientific Conference on Economics and Management EMAN 2019; International Scientific Conference EMAN – Economics & Management: How to Cope with Disrupted Times, 2019, 56-56Izdavač:
- Koper (Slovenia) : Faculty of Management Koper
- Maribor (Slovenia) : DOBA Business School
- Skopje (North Macedonia) : Integrated Business Faculty
- Zajecar (Serbia) : Faculty of Management
- Belgrade (Serbia) : Association of Economists and Managers of the Balkans
Institucija/grupa
Istraživačko razvojni institut TAMIŠTY - CONF AU - Gursel, Ferda AU - Busadlić, Senad AU - Ketin, Sonja AU - Plojović, Semsudin PY - 2019 UR - https://intam.institut-tamis.rs/handle/123456789/267 AB - This study can help to explore and measure food service quality, and the effect of stra- tegic management factor on the foodservice industry in Bosnia and Herzegovina, and level their impacts on customer satisfaction. The food service sector has many components which shape and constitute customer satisfaction. They range from customer feedback, food quality, presentation, ambiance, service, cleanliness and many other tangible and intangible elements. In this research, the customer’s satisfaction with food service quality has been investigated. The relevant survey of this study was based on the proposed questions and their answers to the level of satisfaction from the services in the restaurants. This research is suggesting whether the food service qual- ity has an impact on customer satisfaction, and the degree of its significance is presented. This study was structured in two parts – as a literature review and survey research. The data were collected primarily by considering the quality. The period of collecting the data from adapting to the questionnaire and applications of the samples for employing the modified version took eight months. The participants were the customers, who were chosen randomly, in the restaurants and cafes in Sarajevo. 120 surveys applied in this research, the diversity of restaurants and cafes were also chosen randomly, by considering the equal diversities, such as luxury restaurants, fast food restaurants, and cafes which serve foods. The data were analyzed by using SPSS statistic software for descriptive statistic, for variance analysis by ANOVA, Turkey and t-test methods and for analyzing of significant differences by Post Hoc LSD and Levene’s tests. According to survey results, the customers are seen as satisfied with the quality of foods and their tastiness and also attributes of restaurants. However, they stated that the service quality in the restaurants needs to be improved. Particularly, while increasing the income and age of participants, their expectations from the service standards and restaurant attributes and conveniences have been increased. The participants who prefer a longer time to spend in the restaurant, also care more about the ambiance of restaurants and feeling comfortable themselves while staying there. And, the most of reasons for going to the restaurant is for a social occasion. And interestingly, 57% of participants are going “rarely” to restaurants, and 42% of participants have less than 1000 KM per month; the two results can be evaluated together to explain the reasons of each other PB - Koper (Slovenia) : Faculty of Management Koper PB - Maribor (Slovenia) : DOBA Business School PB - Skopje (North Macedonia) : Integrated Business Faculty PB - Zajecar (Serbia) : Faculty of Management PB - Belgrade (Serbia) : Association of Economists and Managers of the Balkans C3 - Book of Abstracts - Third International Scientific Conference on Economics and Management EMAN 2019; International Scientific Conference EMAN – Economics & Management: How to Cope with Disrupted Times T1 - The impact of strategic management on customer satisfaction in the food service quality in canton Sarajevo EP - 56 SP - 56 ER -
@conference{ author = "Gursel, Ferda and Busadlić, Senad and Ketin, Sonja and Plojović, Semsudin", year = "2019", abstract = "This study can help to explore and measure food service quality, and the effect of stra- tegic management factor on the foodservice industry in Bosnia and Herzegovina, and level their impacts on customer satisfaction. The food service sector has many components which shape and constitute customer satisfaction. They range from customer feedback, food quality, presentation, ambiance, service, cleanliness and many other tangible and intangible elements. In this research, the customer’s satisfaction with food service quality has been investigated. The relevant survey of this study was based on the proposed questions and their answers to the level of satisfaction from the services in the restaurants. This research is suggesting whether the food service qual- ity has an impact on customer satisfaction, and the degree of its significance is presented. This study was structured in two parts – as a literature review and survey research. The data were collected primarily by considering the quality. The period of collecting the data from adapting to the questionnaire and applications of the samples for employing the modified version took eight months. The participants were the customers, who were chosen randomly, in the restaurants and cafes in Sarajevo. 120 surveys applied in this research, the diversity of restaurants and cafes were also chosen randomly, by considering the equal diversities, such as luxury restaurants, fast food restaurants, and cafes which serve foods. The data were analyzed by using SPSS statistic software for descriptive statistic, for variance analysis by ANOVA, Turkey and t-test methods and for analyzing of significant differences by Post Hoc LSD and Levene’s tests. According to survey results, the customers are seen as satisfied with the quality of foods and their tastiness and also attributes of restaurants. However, they stated that the service quality in the restaurants needs to be improved. Particularly, while increasing the income and age of participants, their expectations from the service standards and restaurant attributes and conveniences have been increased. The participants who prefer a longer time to spend in the restaurant, also care more about the ambiance of restaurants and feeling comfortable themselves while staying there. And, the most of reasons for going to the restaurant is for a social occasion. And interestingly, 57% of participants are going “rarely” to restaurants, and 42% of participants have less than 1000 KM per month; the two results can be evaluated together to explain the reasons of each other", publisher = "Koper (Slovenia) : Faculty of Management Koper, Maribor (Slovenia) : DOBA Business School, Skopje (North Macedonia) : Integrated Business Faculty, Zajecar (Serbia) : Faculty of Management, Belgrade (Serbia) : Association of Economists and Managers of the Balkans", journal = "Book of Abstracts - Third International Scientific Conference on Economics and Management EMAN 2019; International Scientific Conference EMAN – Economics & Management: How to Cope with Disrupted Times", title = "The impact of strategic management on customer satisfaction in the food service quality in canton Sarajevo", pages = "56-56" }
Gursel, F., Busadlić, S., Ketin, S.,& Plojović, S.. (2019). The impact of strategic management on customer satisfaction in the food service quality in canton Sarajevo. in Book of Abstracts - Third International Scientific Conference on Economics and Management EMAN 2019; International Scientific Conference EMAN – Economics & Management: How to Cope with Disrupted Times Koper (Slovenia) : Faculty of Management Koper., 56-56.
Gursel F, Busadlić S, Ketin S, Plojović S. The impact of strategic management on customer satisfaction in the food service quality in canton Sarajevo. in Book of Abstracts - Third International Scientific Conference on Economics and Management EMAN 2019; International Scientific Conference EMAN – Economics & Management: How to Cope with Disrupted Times. 2019;:56-56..
Gursel, Ferda, Busadlić, Senad, Ketin, Sonja, Plojović, Semsudin, "The impact of strategic management on customer satisfaction in the food service quality in canton Sarajevo" in Book of Abstracts - Third International Scientific Conference on Economics and Management EMAN 2019; International Scientific Conference EMAN – Economics & Management: How to Cope with Disrupted Times (2019):56-56.