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

Kuo Ching Wang, Shao Cheng Cheng, Chu Min Huang

Research output: Chapter in Book/Report/Conference proceedingChapter

3 Citations (Scopus)

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.

Original languageEnglish
Title of host publicationAdvances in Hospitality and Leisure
PublisherElsevier BV
Pages211-222
Number of pages12
ISBN (Print)0762311584, 9780762311583
DOIs
Publication statusPublished - 2004 Jan 1

Publication series

NameAdvances in Hospitality and Leisure
Volume1
ISSN (Print)1745-3542

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Tourism, Leisure and Hospitality Management

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    Wang, K. C., Cheng, S. C., & Huang, C. M. (2004). THE EFFECTS OF WEBPAGES ON CUSTOMER SATISFACTION: A RESTAURANT CASE STUDY. In Advances in Hospitality and Leisure (pp. 211-222). (Advances in Hospitality and Leisure; Vol. 1). Elsevier BV. https://doi.org/10.1016/S1745-3542(04)01014-8