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Customer Satisfaction Towards Communication Skills Of The Franchise Restaurant Frontliners

Table 1: Dimension of Customer Perceptions on Communication Experience on the Service Encounter

Dimension Subdimension Keyword
Reliability Accuracy of performance Making order & paymentBasic need requestPreparation time
Accuracy of billing Promised price
Assurance Competence CommunicationKnowledge
Courtesy Greeting & InteractionProfessionalismFriendly & Trusted by customer
Empathy Understanding customer Making orderMenu recommendationTailored menuSpecific needCaring
Personalised Attention Specific customer
Responsiveness Helpfulness Menu explanationWillingness to help
Promptness Readiness to serviceTaking orderHandling urgency
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