Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants

Torlak, N. Gökhan; Demir, Ahmet; Budur, Taylan

doi:10.1108/ijppm-01-2019-0001

Cited by 68 publications

(69 citation statements)

References 64 publications

(127 reference statements)

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“…After many studies that have been conducted in the 1980s, menus in restaurants began adding healthy food to their menus and labeling them as either low-fat or fat-free; this was after research linked saturated fat and cholesterol to heart diseases (Astrup et al 1997). Furthermore, the food industry wasted no time to respond to the trend and to meet consumer demands, while increasing or maintaining revenue (Budur, 2018;Maker 2004;Torlak et al, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

Market Segmentation of Diet Nutrition Supply for the New Entrepreneurs: Case Study in Kurdistan Region of Iraq

2020

BSJMM

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Despite the growing trend of healthy lifestyle and awareness about the importance of fitness among the urban population in the Kurdistan region, there is no specialized diet restaurant with high service quality in Sulaymaniyah, the second largest city of Kurdistan. This study investigates if establishing a diet food restaurant in Sulaymaniyah is a viable idea. This study also aims to identify the main segments of the market, factors affecting consumers’ opinion regarding the diet food, and their willingness to pay for diet meals. The data were collected through questionnaires from 1200 respondents. The collected data were tested for reliability and validity through Cronbach’s Alpha, exploratory factor analysis, and confirmatory factor analysis. Segment analysis was performed to test whether the need and demand for diet restaurant and willingness to pay differ across various segments based on gender, age, location, education levels, weight, body mass index, diabetics, profession, gym visitors, income level, and marital status. Analysis of variance (ANOVA) method and independent samples T test were used for this purpose. This study concludes that an untapped and potentially profitable market exists for diet food restaurants in Sulaymaniyah city; however, apart from affluent segment of the market, most consumers are price sensitive.

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Section: Literature Reviewmentioning

confidence: 99%

Market Segmentation of Diet Nutrition Supply for the New Entrepreneurs: Case Study in Kurdistan Region of Iraq

2020

BSJMM

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“…Service quality is a measure that shows how well an actual service delivery matches with customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis (Torlak et al, 2019).…”

Section: Service Qualitymentioning

confidence: 99%

Provider–Customer Perceptions in Service Quality: A Gap Analysis at Ishik University, Sulaimani, Iraq

Jaf¹,

Muhammed²,

Omer³

2019

Management and Economics Research Journal

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It is known that the service quality is the main parameter of every service providing organization for survival. Therefore, the organizations must evaluate their service quality periodically and plan for improvement. While evaluating their service quality, companies should rely not only on the end users’ evaluations but also on the gap between the service providers’ perception and the customers’ perception about the service quality level. The study aims to compare the service providing perceptions of department/unit managers and the service quality evaluations of students at private universities. For this purpose, we used the ServQual survey questionnaire to assess all service providing academic and administrative units of Tishk International University (formerly known as Ishik University). The data have been collected in two phases; first, we gave the ServQual survey questionnaire to managers and employees of each department/unit. The survey contained questions about the opinions of managers and employees about how quality service has been delivered in their unit. In this context, cafeteria, students’ affairs, dean of students, academic department of student, and accounting unit were evaluated. Second, ServQual was modified for the students to evaluate the service quality that they perceive in those units. Finally, the evaluated results of the managers and the students were subtracted from each other, and the gap was determined. Based on the results, we gave some suggestions to the administration.

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“…Service quality is measure as how well an actual service delivery matches with customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis (Torlak, Demir & Budur, 2019).…”

Section: Service Qualitymentioning

confidence: 99%

Provider-customer perceptions in service quality: A Gap analysis at Ishik University, Sulaimani

Mahsum

Muhammed

Omer

2019

Econ. manag. sustain.

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Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants

Cited by 68 publications

References 64 publications

Market Segmentation of Diet Nutrition Supply for the New Entrepreneurs: Case Study in Kurdistan Region of Iraq

Market Segmentation of Diet Nutrition Supply for the New Entrepreneurs: Case Study in Kurdistan Region of Iraq

Provider–Customer Perceptions in Service Quality: A Gap Analysis at Ishik University, Sulaimani, Iraq

Provider-customer perceptions in service quality: A Gap analysis at Ishik University, Sulaimani

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