Main Article Content
Abstract
Business firms are concerned with getting more business so that they can earn more revenue. For that, they are using different kinds of marketing techniques and different proportions of the marketing mix. Word of mouth communication is a key aspect on which the customers rely on more than any other marketing communication. This study is empirically analyzing the behavior of customers who receive services from restaurants and assessed key elements of customer satisfaction and the intentions behind spreading positive as well as negativeword of mouth communications. A business needs to provide customer satisfaction.Once the customer is satisfied the tendency to spread the positive Word of Mouth will be higher. A satisfied customer is a source of positive word of mouth communication