Restaurant consumers repeat patronage: A service quality concern

▶ The Link between physical environment service quality attributes and repeat patronage was studied. ▶ The choice to return was based upon cleanliness attributes. ▶ This suggests continued education and creating target scores tracking customer cleanliness perceptions is vital. Consumer satisfaction...

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Bibliographic Details
Published in:International journal of hospitality management 2011-06, Vol.30 (2), p.329-336
Main Authors: Barber, Nelson, Goodman, Raymond J., Goh, Ben K.
Format: Article
Language:English
Subjects:
Cleanliness
Consumers
Repeat patronage
Restaurant
Service quality
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Summary:▶ The Link between physical environment service quality attributes and repeat patronage was studied. ▶ The choice to return was based upon cleanliness attributes. ▶ This suggests continued education and creating target scores tracking customer cleanliness perceptions is vital. Consumer satisfaction can predict repeat patronage leading to brand loyalty and new consumers. Consumers determine which restaurants meet their quality standards and ignoring this leads to consumers moving toward competing restaurants. Expectations are important; unfulfilled expectations create consumers who may spread negative word-of-mouth. So achieving consumer satisfaction is realized through the delivery of exceptional value. This study analyzed if a correlation exists between physical environment service quality attributes and repeat patronage. Results indicated decisions to return were based upon cleanliness attributes and are meaningful because they suggest the importance of continued education and establishing benchmark scores to track customer cleanliness perceptions in service organizations.
ISSN:0278-4319
1873-4693
DOI:10.1016/j.ijhm.2010.08.008