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Differences in Customer Delight Rating Linked to Customer Actions in Japanese and Foreign Residents Using Restaurant Services in Japan

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Serviceology for Services (ICServ 2020)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1189))

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Abstract

Customer satisfaction is seen as an important perspective that affects customer loyalty. But it is difficult to analyze each customer’s evaluation reason in a simple manner. In this research, a web questionnaire system is applied to handle this issue, allowing a respondent who is the customer to describe their actions in the service experience and to evaluate it. Customer delight in the use of restaurant services by Japanese and foreign residents in Japan is selected to validate hypotheses related to the targeted issues. And then, the data acquisition and analysis are conducted. The results indicate that there are differences in customer actions related to customer delight based on the comparison. 40% of the factors that impressed Japanese customers in restaurant service were the taste and appearance of food. On the other hand, foreign residents have the factors related to taste and appearance, but they are more than satisfied with the provision of services, and there are not many descriptions of evaluation from the perspective of cross-cultural communication. We suggest that a more elaborate customer loyalty design is possible based on customer action by clarifying the impact of customer delight based on this kind of research approach.

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Acknowledgments

This research was supported by JSPS KAKENHI 15H05396.

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Authors and Affiliations

  1. Graduate School Management, Kyoto University, Yoshida-honmachi, Sakyo-ku, Kyoto, 606-8501, Japan

    Hisashi Masuda

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  1. Hisashi Masuda
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Correspondence to Hisashi Masuda .

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Editors and Affiliations

  1. National Institute of AIST, Tokyo, Japan

    Takeshi Takenaka

  2. Kyoto University, Kyoto, Japan

    Spring Han

  3. Graduate School of Business Administration, Kobe University, Kobe, Japan

    Chieko Minami

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Masuda, H. (2020). Differences in Customer Delight Rating Linked to Customer Actions in Japanese and Foreign Residents Using Restaurant Services in Japan. In: Takenaka, T., Han, S., Minami, C. (eds) Serviceology for Services. ICServ 2020. Communications in Computer and Information Science, vol 1189. Springer, Singapore. https://doi.org/10.1007/978-981-15-3118-7_9

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  • DOI: https://doi.org/10.1007/978-981-15-3118-7_9

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