THE EFFECTS OF WEBPAGES ON CUSTOMER SATISFACTION: A RESTAURANT CASE STUDY

Abstract

Numerous studies have investigated the customer’s expectations and satisfaction. Due to the prevalence of e-commerce, this study attempts to take a further look at how the design of webpages could influence consumers’ expectations and satisfaction. Both qualitative and quantitative methods are utilized. The customers of TGI Friday’s are selected for empirical validation. The findings show that there was a gap between what consumers actually perceived in the restaurant and the information presented on the website. Marketing implications for restaurateurs along with suggestions for future research are provided in the conclusion section.

Citation

Wang, K.-C., Cheng, S.-C. and Huang, C.-M. (2005), "THE EFFECTS OF WEBPAGES ON CUSTOMER SATISFACTION: A RESTAURANT CASE STUDY", Advances in Hospitality and Leisure (Advances in Hospitality and Leisure, Vol. 1), Emerald Group Publishing Limited, Leeds, pp. 211-222. https://doi.org/10.1016/S1745-3542(04)01014-8