Empirical study on consumer satisfaction and loyalty

Abstract

this present study aims, on the one hand, to identify and analyze the explanatory factors of customer satisfaction in the restaurant industry, and on the other hand, to study the impact of the lived consumption experience on the loyalty of this clientele in terms of frequentation of the restaurant. The results obtained illustrate that the atmospheric elements, the personnel in contact and the quality of the proposed offer are decisive in the satisfaction of consumers and consumers with regard to the restaurant. In addition, the study conducted highlights the influence of the consumption experience, the flavor of the dishes offered and the politeness /friendliness of the staff in contact on the loyalty of the customers surveyed