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An approach to determining customer satisfaction in traditional Serbian restaurants

Author

Listed:
  • Dragisa Stanujkic

    (University of Belgrade, Serbia)

  • Darjan Karabasevic

    (University Business Academy in Novi Sad, Serbia)

  • Edmundas Kazimieras Zavadskas

    (Vilnius Gediminas Technical University (VILNIUS TECH), Lithuania)

  • Florentin Smarandache

    (University of New Mexico, United States)

  • Fausto Cavallaro

    (University of Molise, Italy)

Abstract

The aim of this paper is to make a proposal for an easy–to–use approach to the evaluation of customer satisfaction in restaurants. In order to provide a reliable way to collect respondents’ real attitudes, an approach based on the use of smaller number of evaluation criteria and interactive questionnaire created in a spreadsheet file is proposed in this paper, whereby an easy-to-understand and simple-to-use procedure is proposed for determining weights of criteria. In addition to the said, the proposed approach applies the simplified SERVQUAL-based approach, for which reason a simplified version of the Weighted Sum Method based on the decision maker’s Preferred Levels of Performances is used for the final ranking of the alternatives. The usability of the proposed approach is considered in the case study intended for the evaluation of traditional restaurants in the city of Zajecar.

Suggested Citation

  • Dragisa Stanujkic & Darjan Karabasevic & Edmundas Kazimieras Zavadskas & Florentin Smarandache & Fausto Cavallaro, 2019. "An approach to determining customer satisfaction in traditional Serbian restaurants," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 6(3), pages 1127-1138, March.
    • Handle: RePEc:ssi:jouesi:v:6:y:2019:i:3:p:1127-1138
    DOI: 10.9770/jesi.2019.6.3(5)
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    References listed on IDEAS

    as
    1. Krzysztof Stepaniuk, 2018. "Visualization of expressing culinary experience in social network, memetic approach," Post-Print hal-01829832, HAL.
    2. C. West Churchman & Russell L. Ackoff, 1954. "An Approximate Measure of Value," Operations Research, INFORMS, vol. 2(2), pages 172-187, May.
    3. Krzysztof Stepaniuk, 2018. "Visualization of expressing culinary experience in social network, memetic approach," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 5(3), pages 693-702, March.
    4. Dragisa Stanujkic & Edmundas Kazimieras Zavadskas & Darjan Karabasevic & Zenonas Turskis & Violeta Keršulienė, 2017. "New group decision-making ARCAS approach based on the integration of the SWARA and the ARAS methods adapted for negotiations," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 18(4), pages 599-618, July.
    5. Dragisa STANUJKIC & Edmundas Kazimieras ZAVADSKAS & Darjan KARABASEVIC & Florentin SMARANDACHE & Zenonas TURSKIS, 2017. "The Use Of The Pivot Pairwise Relative Criteria Importance Assessment Method For Determining The Weights Of Criteria," Journal for Economic Forecasting, Institute for Economic Forecasting, vol. 0(4), pages 116-133, December.
    6. Salih YILDIZ & Emel YILDIZ, 2015. "Service Quality Evaluation of Restaurants Using The Ahp And Topsis Method," Journal of Social and Administrative Sciences, KSP Journals, vol. 2(2), pages 53-61, June.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Zhang, Shu-Ning & Li, Yong-Quan & Liu, Chih-Hsing & Ruan, Wen-Qi, 2021. "A study on China's time-honored catering brands: Achieving new inheritance of traditional brands," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    2. Alptekin Ulutaş & Gabrijela Popovic & Dragisa Stanujkic & Darjan Karabasevic & Edmundas Kazimieras Zavadskas & Zenonas Turskis, 2020. "A New Hybrid MCDM Model for Personnel Selection Based on a Novel Grey PIPRECIA and Grey OCRA Methods," Mathematics, MDPI, vol. 8(10), pages 1-14, October.

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    More about this item

    Keywords

    hospitality; restaurant industry; customer satisfaction; PIPRECIA; WS PLP approach;
    All these keywords.

    JEL classification:

    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory
    • D81 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Criteria for Decision-Making under Risk and Uncertainty

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