RELATIONSHIP BETWEEN FINE DINING ATTRIBUTES, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

Abstract

PURPOSE: The purpose of this research is to find out the important attributes of restaurants of all type which leads to customer satisfaction. According to the customers what are the fine dining attributes which lead customers to return to the restaurant again and spread positive word of mouth. Restaurants managers and entrepreneurs needed much information on the importance of restaurants attributes to increase or maintain return intention of restaurants patronage. METHADOLOGY: In this study survey method was adopted to collect the data. Web based questionnaire was used to collect the data from the people easily available on the social sites. Sample size of this study was 300 and sampling technique chosen was convenience sampling. To analyze the results frequencies, regression, anova and correlation was studied. FINDINGS: Results clearly states that fine dining attribute: food, service, atmosphere, convenience, price and value and novelty are the important factor to satisfy customer which in return make them loyal. Results states that food, service, price and value and novelty are the good predictors of customer satisfaction, but atmosphere and convenience are not much good predictors. Customer satisfaction also has positive impact on loyalty which in return increases customer behavioral and attitudinal intention. The consequences of this exploration found that consumer loyalty with subject eatery properties is powerful in anticipating purpose to return. PRACTICAL IMPLICATION: the outcome of this research is to point out the dining attribute which are important for customers to make them satisfied.