The impact of customer characteristics and customer response system on customer satisfaction

This study is concerned with investigating the customer response system in the family restaurants, developing a model of research model, and analyzing the structural equation model. Using data from customers in family restaurant, the authors examine the customer's type in visiting customers. In recent years, customer response system(CRS) has been heralded as the next source of building, sustaining, and winning competitive advantage. The results are as follows: customer response system is significantly influenced by economic user's need, and customer satisfaction is significantly influenced by customer response system. In addition, customer loyalty is significantly by customer satisfaction. The implications of the results on service quality management are discussed. Limitations and further research issues are suggested.