Abstract:
Purpose - The purpose of this research is to discover the relationship between restaurant key
attributes and customer satisfaction in Fine dining restaurants of Karachi.
Design/methodology/approach - Primary data was collected from customers who visited
fine dining restaurants in Karachi through online self-administered questionnaire. 430
responses were received out of which 384 were useable. Research was explanatory and
quantitative in nature. Data was analyzed using SPSS through reliability, correlation and
regression tests.
Findings - Findings from the study depicts that there is a significant positive impact of
restaurant attributes such as food quality, service quality and atmospheric quality on
customer satisfaction.
Practical Implications - The result from this study will facilitate policy makers and owners
to formulate strategies for improving the weak areas and sustaining the comer stones of fine
dining restaurant success. This will also sustain competitive advantage and ensure
profitability for restaurants.
Limitations - The study is cross sectional in nature where data was analyzed for a specific
period of time. Also, this study has assessed restaurant attributes based on three dimensions
future research can also focus on more attributes such as restaurant innovation and privacy.
Study also lack comparative analysis with different sectors and industries.
Recommendations - Fine dining restaurants in Karachi should understand the value of
service quality and customer satisfaction and should focus on improving the quality of
operational procedures on continuous basis, training of employees should be monitored and
customer feedback should be entertained to ensure customer satisfaction.
