CUSTOMER PREFERENCES AND SATISFACTION IN THE RESTAURANTS WITH REFERENCE TO PALAKKAD DISTRICT

The customer preference and satisfaction survey of the restaurants in Palakkad district will be undertaken in this study. The scope is to identify importance of the factors affecting restaurant choice, and the perception of the value-added features of online ordering systems, and the overall satisfaction with restaurant service attributes. Therefore, the research method used for this study is quantitative research and a structured questionnaire is used administered on 107 participants. To conduct analysis distinct techniques are used known as the Friedman Test to determine the restaurant selection factors with their rankings, and One-Way ANOVA to compare the preference and satisfaction level according to the demographic variables. Analysis shows that “Dining Options” and “Customer Service” of the restaurant strongly affect the choice of consumers whereas “Safety and Hygiene Measures” and “Online Booking Experience” have relatively less impact on the decision. It is evident that education level affects internet booking benefits while customer gratification with other aspects such as room quality and the location’s convenience depend on the customer’s occupation. Some has includes involve the sample of population used in the study hence being limited to one region and the biased response of the participants. Future study could increase its geographical coverage and could encompass future qualitative findings as well. The present research extends knowledge of consumer behavior in restaurant markets and offers practical recommendations for modifications to restaurant portfolios and configurations for online booking tools.