Abstract
The article is devoted to the study of the degree of satisfaction of consumers of a public catering enterprise as the basis for ensuring rational consumption patterns at the present stage of economic sustainability development and the most important criterion of the company’s performance in order to obtain long-term profit. Customer satisfaction research is one of the main directions in marketing. The provision of rational consumption patterns, according to the authors, in line with the assessment of consumer satisfaction is influenced by many factors such as the environment, consumer behavior patterns, the quality of food and service, the atmosphere, and the company’s image. The main methods we use in assessing satisfaction are SERVQUAL, NPS, and CSI. The CSI index assesses the level of customer satisfaction immediately after interacting with the company. It is based on identifying product properties that are important to the consumer. NPS is one of the best tools for determining the effectiveness of a company in determining the degree of customer loyalty. The concept of “SERVQUAL” reflects in detail the peculiarities of customer perception of service services, allows them to come to an understanding of the standard that will be most in demand among customers.To describe the “Customer Satisfaction” process, the authors used a process passport, which contains the following elements: process name, process definition, process goal, process inputs / outputs, process consumers, process resources, process performance indicators and their criteria, methods of measuring indicators.From the analysis of CSI data obtained from clients, conclusions are drawn about the most important indicators. In this case, it is the quality of the food, the atmosphere, the level of service. Based on the study, recommendations have been developed aimed at increasing the degree of consumer satisfaction and increasing the competitiveness of the catering enterprise.
Highlights
Resource saving and ensuring rational consumption patterns in modern conditions worries the entire world community
The purpose of our study is to present the methodological and practical aspects of technologies in assessment of the degree of consumer satisfaction with the services of public catering enterprises
Customer satisfaction assessment based on SERVQUAL methods Analysis and improvement of processes and quality management systems Reviews, letters from visitors with suggestions, wishes Visitors Top management Workers Reports on the results of the questionnaire Improvement action plan Updating the quality policy and quality objectives Workers Infrastructure Environment for the functioning of the process
Summary
Resource saving and ensuring rational consumption patterns in modern conditions worries the entire world community. This is mainly due to the use of difficult renewable natural resources. Customer satisfaction is one of the important criteria for the efficiency of the company in order to rationalize the use of resources, and the emergence of effective consumption patterns, and with this taking into account the receipt of long-term profits. Many researchers argue that customer satisfaction is the key to the success of every company; it is a strategically important advantage over competitors
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