The food business is one of the administration situated organizations, which is extremely prominent in India too. Quality of service is accepted as most important basic factor of customer satisfaction (Parasuraman et al., (1994) and the restaurants sector in this case is not exceptional. Service quality has been broadly used to evaluate the performance of restaurants among other restaurants (Cowling & Newman, 1995). The restaurant must realise the consumer will be loyal if they receive greater value than from competitors (Dawas & Swailes, 1999) and on other hand restaurant will get more profit if they are able to position themselves better than competitors within a specific market(Davies et
1. LITERATURE REVIEW 1.1. Overview of the themes Study about the positive relationship between customer satisfaction and customer loyalty in the restaurants has been examined by numbers of researcher since it contributed to the profitability and success of a company. And also it is also confirmed that not only the food quality, but the physical environment has an important role in affecting the satisfaction which then will determine the loyalty of the customers. The objective of this study will dig deeper on how the physical environment of a fine-dining restaurant has an effect on customer satisfaction and customer loyalty.
When it comes to restaurant, food quality is the most important components in the dining experience (Namkung and Jang, 2007; Sulek and Hensley, 2004). Previous studies has indentify that the primary list of a restaurant is the food quality, Clark and Wood (1999) said that food quality act as an primary factors that can influence customer loyalty, Susskind and Chan (2000) on the other hand said that the key success for a restaurant is the food quality provided by the restaurant and drawn them to visit restaurant often. Sulek and Hensley (2004) said when it comes to comparison of food quality with environment components or service quality, food quality is the most crucial factor that can derive customer satisfaction. In addition, evidence shown
Consumers appreciate product designs as much as they value functionality in technology products (Chitturi, 2008). (Holbrook M. &., 1982) studied experiential aspect of consumer behaviour like imagery, aesthetics and feelings arising from consumption. Currently companies recognise this and stress on making their products more aesthetically pleasing (Kaplan, 2009) and building an emotional connection with consumers, this can be done by making their technology products and brands a part of the consumers’ lifestyle. (Brown A. , 2010) (McCarthy, 2004) explained that a consumer’s experience with technology products is not restricted to only user-technology interaction but all aspects of the product and service perceived by the consumer.
It is quite possible that the relative importance of five determinants in shaping customer expectations may differ from their relative importance to customer perceptions of the delivered service. However the general comparison of expectations with perception is suggested by (Gronroos 1992, Lehtinen and Lehtinen, 1982) and supported by the focus group interviews with customers. Thus, customers in this paper are those who consume the services, satisfaction denotes customer’s desire to maintain a business relationship with the organization and it is also the feelings of the customers towards the services provided to them by the
This will prove that a customer will choose a shop that has similar characteristic as themselves compared to another shop that has less resemblance. This is to find out and research on how a customer look at different coffee products in a coffee shop before they consume, such aspects may be related to quality of coffee, latte-art that is provided. Furthermore, this research is dedicated to understand different attitude of customer when they are satisfied or dissatisfied with the product provided by a coffee house will affect their retaliation to the shop. Next, this research will confirm on whether custom perception of value will be affected by service quality provided by the staff of the store, such service quality may include attitude of staff, hygiene of staff and manners of staff. Moreover, this research will ratify does product quality would affect the customers perception on value, such quality may include taste of coffee, quality of coffee bean, origins of coffee bean and many others.
the effect of music affecting spending intention in a restaurant (North and Hargreavese, 1998). To support the study, the hypothesis is: H3: Perception of atmospherics positively influences behavioral intention 4.6 The relationship of quality perception on behavioral intentions “Customer who perceived the quality of food received at a restaurant as good, were more inclined on spreading positive word-of-mouth and re- patronizing the restaurant.” (Ryu and Han, 2010) Another finding is obtaining good service quality, can be a successful tool to attract and retain customer successfully (Tesfom & Birch, 2011) and lead to customer satisfaction (Ryu et al, 2012) Though this supporting study, the hypothesis are: H4: Service quality positively influences behavioral intentions. H5: Food quality positively influences behavioral intentions 4.7 The relationship of atmospherics on quality perception and behavioral
To understand perceived quality, the identification and measurement of the underlying dimensions will be useful, but the perceived quality itself is a summary, global construct. DIMENSIONS OF PERCEIVED QUALITY: THE PRODUCT CONTEXT 1. Performance: How well does a washing machine clean clothes? 2. Features: Does a toothpaste have a convenient dispenser?
After the evaluation comments, we will go into the discussion about the perceptual process, motivation as well as attitudes. The perceptual process means that does both of the restaurants grab the attention from customers? Does both of the restaurant motivate the customers to make the second purchase on their product? What are the attitudes of the customers before, during and after the meal? Before we go into conclusion, we will go into the recommendation in order to improve both restaurants, maybe in their way to promote, or even on their staff training and so on and so forth.