The Relationship between Voluntary Turnover and Customer Satisfaction in the Restaurant Business: A Case in Five Restaurants in Famagusta, North Cyprus

ABSTRACT: Despite substantial improvement and development in the service industry, a few numbers of researches examine the concepts of voluntary turnover and customer satisfaction and the relationship between the two. Therefore, the purpose of this study is to examine the relationship between voluntary turnover and customer satisfaction in the restaurant business in North Cyprus. A total of 13 hypotheses were developed for to examine this relationship and a total of 517 questionnaires were used which had questions on restaurant location, timely service, cost of services and employee courtesy – for customer satisfaction. Motivation, training, pay, and managerial style were used to measure restaurant employee voluntary turnover. This study’s questionnaires explored the works of Pun and Ho (2001), Gilbert et al. (2004), Kivela et al., (1999), and Hartman and Yrle (1996). In this study, no relationships have been found between the increased tendency of voluntary turnover and restaurant customer satisfaction, restaurant employee motivation and restaurant customer satisfaction, restaurant employee working conditions and restaurant customer satisfaction, restaurant employee training and restaurant customer satisfaction. On the other hand, positive relationships have been found between the physical setting of a restaurant and restaurant customer satisfaction, location of a restaurant and restaurant customer satisfaction, quality of food and restaurant customer satisfaction, restaurant managerial style and restaurant customer satisfaction. Keywords: Voluntary Turnover, Customer Satisfaction, Restaurant Business, North Cyprus. ……………………………………………………………………………………………………………………………………………………………………………………………………………………