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Source: Journal Citation ReportsTM from ClarivateTM 2022

Entrepreneurship and Sustainability Issues Open access
Journal Impact FactorTM (2022) 1.7
Journal Citation IndicatorTM (2022) 0.42
Received: 2018-10-15  |  Accepted: 2019-01-25  |  Published: 2019-03-30

Title

An approach to determining customer satisfaction in traditional Serbian restaurants


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.


Keywords

hospitality, restaurant industry, customer satisfaction, PIPRECIA, WS PLP approach


JEL classifications

C44 , D81


URI

http://jssidoi.org/jesi/article/274


DOI


Pages

1127-1138


This is an open access issue and all published articles are licensed under a
Creative Commons Attribution 4.0 International License

Authors

Stanujkic, Dragisa
University of Belgrade, Belgrade, Serbia http://www.bg.ac.rs
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Karabasevic, Darjan
University Business Academy in Novi Sad, Novi Sad, Serbia http://www.fimek.edu.rs
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Zavadskas, Edmundas Kazimieras
Vilnius Gediminas Technical University (VILNIUS TECH), Vilnius, Lithuania https://vilniustech.lt
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Smarandache, Florentin
University of New Mexico, Albuquerque, New Mexico, United States http://www.unm.edu
Articles by this author in: CrossRef |  Google Scholar

Cavallaro, Fausto
University of Molise, Campobasso, Italy https://www.unimol.it
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Journal title

Entrepreneurship and Sustainability Issues

Volume

6


Number

3


Issue date

March 2019


Issue DOI


ISSN

ISSN 2345-0282 (online)


Publisher

VšĮ Entrepreneurship and Sustainability Center, Vilnius, Lithuania

Cited

Google Scholar

Article views & downloads

HTML views: 4439  |  PDF downloads: 1675

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