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Restaurant Quality and Customer Satisfaction

Author

Listed:
  • Bader M. A. Almohaimmeed

    (Department of Business Administration, College of Business and Economics, Qassim University, Buraydah, Saudi Arabia.)

Abstract

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.

Suggested Citation

  • Bader M. A. Almohaimmeed, 2017. "Restaurant Quality and Customer Satisfaction," International Review of Management and Marketing, Econjournals, vol. 7(3), pages 42-49.
    • Handle: RePEc:eco:journ3:2017-03-05
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    Citations

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    Cited by:

    1. Elisa Martinelli & Francesca De Canio, 2021. "Italian Restaurants in Danish Consumers’ Perceptions: A Multi-Cue Analysis in a Product Country Image Perspective," International Journal of Business and Management, Canadian Center of Science and Education, vol. 14(12), pages 138-138, July.
    2. Antonio Calcagnì & Luigi Lombardi, 2022. "Modeling random and non-random decision uncertainty in ratings data: a fuzzy beta model," AStA Advances in Statistical Analysis, Springer;German Statistical Society, vol. 106(1), pages 145-173, March.
    3. Hinlayagan Kymwell Recamadas, 2018. "A path analysis of customer loyalty of homegrown coffee shops in Davao region," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 4(4), pages 185-195.
    4. Bennetts, Shannon K & Love, Jasmine & Bennett, Clair & Burgemeister, Fiona & Westrupp, Elizabeth M & Hackworth, Naomi J & Mensah, Fiona K & Levickis, Penny & Nicholson, Jan M, 2023. "Do neighbourhoods influence how parents and children interact? Direct observations of parent–child interactions within a large Australian study," Children and Youth Services Review, Elsevier, vol. 146(C).
    5. Chua, Kia-Chong & Henderson, Claire & Grey, Barbara & Holland, Michael & Sevdalis, Nick, 2023. "Evaluating quality improvement at scale: A pilot study on routine reporting for executive board governance in a UK National Health Service organisation," Evaluation and Program Planning, Elsevier, vol. 97(C).
    6. Joanna Trafialek & Ewa Czarniecka-Skubina & Jurgita Kulaitiené & Nijolė Vaitkevičienė, 2019. "Restaurant’s Multidimensional Evaluation Concerning Food Quality, Service, and Sustainable Practices: A Cross-National Case Study of Poland and Lithuania," Sustainability, MDPI, vol. 12(1), pages 1-21, December.

    More about this item

    Keywords

    Restaurant Quality; Customer Satisfaction; Full-service Restaurants; Service Quality;
    All these keywords.

    JEL classification:

    • L1 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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