Even though communication is very important on restaurant service, relevant studies are relatively inactive. This study was conducted to find how the communication styles of the restaurant service providers affect the customer satisfaction and loyalty.
The detailed result of the study is as following. First, component factors of communication styles are classified as four kinds; reliability, specialty, manageability and kindliness. Among these factors, only maintenance of constant relationship, sympathy creation, reliability styles including comfortable mood and integrity, enough information provided and professional communication ,offering customers detailed and thorough explanation, were appeared to have good impacts on customer satisfaction. Secondly, after analyzing communication styles of the restaurant service providers on customers loyalty, it was shown that reliability and specialty have positive impacts on loyalty as they do on satisfaction. On the other hand, manageability style using extreme words during conversation or showing masterful attitude was presented to bring negative impact. The results meet the results of previous studies which said that customer satisfaction has good impacts such as an intention of customer to visit the restaurant next time or to recommend the place to others.