A study on the consumption experience and evaluation of customers at the Hangzhou cuisine restaurant “Jiuwei”
DOI:
https://doi.org/10.54097/9q2mne77Keywords:
Hangzhou cuisine restaurants; customer consumption experience; customer evaluation; satisfaction; marketing strategy.Abstract
This study aims to explore the customer experience and evaluation of the Hangzhou cuisine restaurant “Jiuwei” in order to help the restaurant improve its service quality, meet customer needs and enhance its competitive advantage. With the popularity of social media and online review platforms, the impact of customer reviews on the restaurant industry is becoming increasingly significant. This study used methods such as questionnaire surveys, targeted interviews and social media comment analysis to collect and analyze customers’ evaluations of the “Jiuwei” restaurant in terms of food quality, dining efficiency, environmental comfort, restaurant image and service. there is a significant positive correlation between satisfaction, attention and complaint levels in various dimensions of a restaurant and customer loyalty. Specifically, improving restaurant satisfaction in all dimensions can help reduce customer complaints and promote customer loyalty. there are significant differences in restaurant experience among consumers of different ages, genders and educational levels. Younger consumers, female consumers and consumers with a master's degree or above have relatively higher evaluations of restaurants. Based on the research results, this paper puts forward targeted marketing suggestions, including improving restaurant satisfaction in various dimensions, developing differentiated marketing strategies, strengthening customer relationship management and loyalty building, and using social media and online platforms for promotion. These suggestions are designed to help Jiuwei Restaurant better understand customer needs, optimize service processes, and enhance its brand image, thereby standing out in the fiercely competitive catering market.
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