Customer Behavior Research for Customer Relationship Management in High-end Sushi Shop

Abstract

This research aims to construct a system that leads the improvement of restaurantcompetitiveness by using POS data. The labor productivity of the food-service industry in Japan is very low, haslong suffered from lack of personnel and continues to struggle maintaining talent. In order to solve this problem,we analyzed the POS data and customer data of a high-end sushi shop with a high customer unit price andhypothesized that several factors may affect customers' loyalty through CRM (Customer RelationshipManagement). Besides, this study contributes to identify loyal customers through purchasing behavior.