Measuring Customer Satisfaction in the Local Ghanaian Restaurant Industry

Abstract

As the Ghanaian food sector continues to grow and with Ghanaian consumers perception for quality food been on the rise, the issue of customer satisfaction continues to engage the mind of academia and local restaurant managers. This research ascertained the critical determinants that influence customer satisfaction in the Ghanaian local restaurant industry. The aftermath of the study showed that out of the five variables utilized only the three variables (namely food quality, service quality and price) had significant influence in determining customer satisfaction The study clarified that service quality variables (which included attentive staff, efficient staff, staff's knowledge about food, staff greeting customers) have the most critical impact in determining customer satisfaction. After service quality, came food quality and price.