The relationships between food quality, service quality, perceived value for money, desires-congruence and self congruence on customer satisfaction and in turn lead to behavioural intentions and consumers' post purchase attitute in the restaurant industry
Review of customer-satisfaction studies in restaurants (1980s-2009) shows that very little emphasis is placed on food, the core product in restaurants. At transaction-specific level, most studies examine service attributes rather than food-related attributes. At overall satisfaction level, most stud...
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| Format: | Thesis |
| Language: | English |
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University of Surrey
2012
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| Subjects: | |
| Online Access: | http://hdl.handle.net/123456789/1383 |
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| Summary: | Review of customer-satisfaction studies in restaurants (1980s-2009) shows that very little emphasis is placed on food, the core product in restaurants. At transaction-specific level, most studies examine service attributes rather than food-related attributes. At overall satisfaction level, most studies examine SERVQUAL dimensions which do not include an item related to food. |
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