Determinants of Customer Satisfaction. Evidence from the Restaurant Industry in Kabul

      Аннотация: This is the first study that investigates customer satisfaction in the restaurant industry in Kabul, Afghanistan. The study explored whether 1) restaurant atmosphere; 2) employee conduct; 3) food quality; 4) harassment; 5) respect for family privacy; 6) competitions; and 7) locations impact the level of satisfaction customers express about the restaurant industry. Using the linear regression analysis, the paper found that, customers currently priorities cultural norms, such as respect for family privacy rather than service quality factors, such as food quality, employee behavior, and restaurant atmosphere. The book concludes that due to lack of competition, customers these days value a restaurant, where they feel relaxed with their families and there is a great deal of respect for females. The book attempts to provide empirical evidence on customer satisfaction, improve managerial decision making, and impact the overall growth of the restaurant industry.

Ключевые слова: Customer Relationship Management (CRM), consumer behavior, Customer satisfaction, service quality