Question

Keeping in view the operational definition of media skepticism you are required to provide an operational definition of ‘Customer Satisfaction’ in restaurant industry. Also develop four items to measure customer satisfaction. Compare your measures with already available in literature

Answer 1

Answer:

The issue of how to weight and categorise service attributes has attracted great attention from academics as well as practitioners. The application of an inappropriate method could lead to misleading interpretations and useless or costly actions. We first review several streams of literature concerning the theoretical background of attribute categorisations in relation to customer satisfaction. We then identify four methods that have been developed to categorise attributes into four classes. In the next step we apply these methods in an empirical study. Criteria for distinguishing the considered approaches conceptually and methodologically are proposed, and implications for future research are discussed.