Thu Dau Mot University Journal of Science

Research factors impact on customer satisfaction in Vietnam restaurants

By Le Huu Khanh, Trieu Thi My Hanh
Published online 15/12/2020
DOI: 10.37550/tdmu.EJS/2020.04.083


Along with changes in Economy, Tourism and the influence of foreign waves, the market of Food Service in Vietnam has also changed to meet the needs of customers. At many restaurants in Vietnam, customer satisfaction can greatly affect restaurant revenue. Therefore, it is essential to determine which perceived quality factors affect customer satisfaction. The survey was conducted through questionnaires collected from 329 respondents, who experienced in restaurant services in Vietnam. In this paper, four factors are found that have influence on customer satisfaction in restaurants: Service quality, Product quality, Environment and Price. In addition, the research also gives some contributions based on the research results, helping businesses understand customers and meet customer satisfaction requirements in the restaurant.

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Publication Information


Thu Dau Mot University, Viet Nam

Honorary Editor-in-Chief and Chairman of the Editorial Board

Assoc. Prof. Nguyen Van Hiep

Deputy Editor-in-Chief

PhD. Trần Hạnh Minh Phương
Thu Dau Mot University

Editorial Board

Prof. Tran Van Doan
Fujen University, Taiwan
Prof. Zafar Uddin Ahmed
Vietnam National University Ho Chi Minh City

Prof.Dr. Phillip G.Cerny
The University of Manchester, United Kingdom
Prof. Ngo Van Le
University of Social Sciences and Humanities (VNU-HCM)

Prof. Bui The Cuong
Southern Institute of Social Sciences​​​​​​​
Prof. Le Quang Tri
Can Tho University

Assoc. Prof. Nguyen Van Duc
Animal Husbandry Association of Vietnam
Assoc. Prof. Ted Yuchung Liu
National Pingtung University, Taiwan

PhD. Anita Doraisami
Economics Monash University, Australia
Prof. Dr. Andrew Seddon
Asia Pacific University of Technology & innovation (APU)

Assoc. Prof. Le Tuan Anh
Thu Dau Mot University
Prof. Abtar Darshan Singh
Asia Pacific University, Malaysia

Prof.Dr. Ron W.Edwards
The University of Melbourne, Australia
Assoc. Prof. Hoang Xuan Nien
Thu Dau Mot University

PhD. Nguyen Duc Nghia
Vietnam National University Ho Chi Minh City
PhD. Bao Dat
Monash University (Australia)

PhD. Raqib Chowdhury
Monash University (Australia)
PhD. Nguyen Hoang Tuan
Thu Dau Mot University

PhD. Nguyen Thi Lien Thuong
Thu Dau Mot University


Nguyen Thi Man
Thu Dau Mot University