Customer Satisfaction in the Restaurant Industry

To keep its customers satisfied and returning for more, a restaurant needs to focus first and foremost on quality of service, says researcher Syed Saad Andaleeb, professor of marketing at Penn State Erie. He defines service as all instances of personal contact by employees with customers, including understanding the customer's requests and solving any problems. It also includes the server's appearance, mannerisms, and knowledge of the menu offerings. "This finding shows us that it is very important for restaurant managers to keep front-line employees well-informed and well-trained," he said. For more on this story, go to