CUSTOMER SATISFACTION WITH CATERING SERVICES IN LITHUANIA

Abstract

Customer satisfaction is considered as key factor determining organization's success in today's competitive market place. The growth of popularity of catering services in Lithuania substantiates the necessity of evaluation of their customer loyalty. Accordingly, the research was provided endeavouring to evaluate customer satisfaction with catering services in Lithuania. The obtained results reveal that evaluating either customer satisfaction with overall catering services in Lithuania, or customer satisfaction with particular caterer, Customer Expectations and Image has no direct effect on Customer Satisfaction, in addition Complaints has no direct neither indirect effect on Loyalty. Furthermore, the created model of Customer Satisfaction with catering services in Lithuania can be used for any type of research that evaluates customer satisfaction with catering services in Lithuania: any the place in Lithuania and / or the type of catering facility. (English) [ABSTRACT FROM AUTHOR]