Customer Perspective of Restaurant Pre-booking System Empirical Evidence from Dhanmondi Casual Restaurant, Dhaka, Bangladesh

Abstract

The prime purpose of this study is to know the customer intention on systematic app-based pre-
booking in Dhanmondi casual restaurants, Dhaka. For this study, survey was conducted among the
customers via Facebook, LinkedIn and emails. There were ‘19 questions’ in that questionnaire and
we got 239 responses from this survey. Among the respondents, 170 people were willing to use
pre-booking system. After analyzing these data sets, we were able to address some problems that
customers face while visiting restaurants. We found positive relationship of necessity of pre-
booking, pre-ordering and customer sincerity with customer intention regarding pre-booking,
shortly ‘customer intention’. Moreover, we found further information that there is positive
relationship between waiting for table and feeling necessity of pre-booking. But No significant
relationship between waiting time for food justified to customer and pre-ordering was found, Also,
no significant relationship between actual waiting time for food and pre-ordering was found. The
managers and owners of restaurants can use these findings to know about the problems customers
usually face and try to minimize them. And also, they will find out if they launch a systematic
online booking system, then what will be customers’ intention towards the pre-booking system.
Again, this study would help them to formulate their strategy of crowd management. As a result,
we hope this study will have a positive impact on both restaurant owners and customers.