Restaurant Quality and Customer Satisfaction

Restaurant Quality and Customer Satisfaction

This study aimed to explore the impact of restaurant quality on customer satisfaction. Restaurant quality was measured using 11 dimensions related to halal, food, hygiene, menu and atmospheric quality, as well as assurance, accuracy, responsiveness, interior design, external environment and price. The sample consisted of 289 respondents randomly selected from 100 small (70) and large (30) full-service restaurants in Saudi Arabia. A questionnaire containing 33 items was developed based on a review of the literature to collect the required data. Based on the dimensions of restaurant quality selected, 11 hypotheses were proposed, all of which are supported. The findings show that all the restaurant quality dimensions examined have a significant and positive influence on customer satisfaction. Moreover, it can be concluded that halal quality is unquestionably influential as none of the restaurants serve prohibited foods. However, other dimensions are also very important, particularly food quality (taste, freshness of meals and amount of food), hygiene (clean dining area and clean staff), responsiveness (prompt service) and menu (display, variety and knowledge of items). As the study was carried out in full-service restaurants, the results cannot be generalized to all types of restaurants, such as fast-food or self-service restaurants. Therefore, future research should consider a larger sample size and different types of restaurant.
International Review of Management and Marketing-Cover
  • Başlangıç: 2011
  • Yayıncı: İlhan ÖZTÜRK
Sayıdaki Diğer Makaleler

A Parallel of Patient Proactivity Behaviours and Attitudes between the Republic of South Africa and the United States of America

Christo BİSSCHOFF, Sam FULLERTON

Consumer Boycotts: Corporate Response and Responsibility

Hurrem YİLMAZ, Abdullah ALHUMOUD

The Impact of Working Motivation and Working Environment on Employees Performance in Indonesia Stock Exchange

Setyo Riyanto, Ady Sutrisno, Hapzi Ali

The Roles of Strategic Planning in Organizational Crisis Management: The Case of Jordanian Banking Sector

Hasan Yousef ALJUHMANİ, Okechukwu Lawrence EMEAGWALİ

Work Values Fit and Subjective Career Success: The Moderating Role of Work Engagement

Sevgi ELMAS-ATAY

Analysis on Economic Factors Affecting Corporate Social Responsibility in Private Organizations; Case Study: Private Organizations in West Azerbaijan Province

Mahrokh Lotfollahi Haghi, Mehraban Hadi Peikani, Akbar Etebarian

Human Resource Management, Organizational Commitment and Organizational Performance: Development, Test and Correction of Tthe Causal Model

Shahram NASİRİ

Validating the Healthy School Conceptual Model with an Emphasis on Organizational Health Dimension Using Structural Equation Modelling

Hamid RAHİMİAN, Abbas ABBASPOUR, Mohammadreza MEHRGAN, Fereshte HEDAYATİ

The Impact of the Failure-based Learning Behavior on Organizational Agility from the Workers’ Point of View in the Jordanian Industrial Companies in King Abdullah II Industrial City - Sahab

Elham Hmoud AL-Faouri, Ahmad Nahar Al-Rfou

The Conception of Consumer Perceived Risk towards Online Purchases of Apparel and an Idiosyncratic Scrutiny of Perceived Social Risk: A Review of Literature

Eugine Tafadzwa Maziriri, Tinashe Chuchu