The influence of the DinEX service quality dimensions on casual-dining restaurant customers' satisfaction and behavioral intentions

The following empirical study examines the effects of specific service quality dimensions from the DinEX model on customers' satisfaction and behavioral intentions. The originality of DinEX over other restaurant service quality instruments is primarily its focus on dimensions such as social con...

Full description

Saved in:
Bibliographic Details
Published in:Journal of foodservice business research 2017-10, Vol.20 (5), p.542-556
Main Authors: Bufquin, Diego, DiPietro, Robin, Partlow, Charles
Format: Article
Language:English
Subjects:
Behavioral intention
casual-dining restaurant
DinEX
food healthfulness
satisfaction
service quality
social connectedness
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:The following empirical study examines the effects of specific service quality dimensions from the DinEX model on customers' satisfaction and behavioral intentions. The originality of DinEX over other restaurant service quality instruments is primarily its focus on dimensions such as social connectedness and homophily, which represent social constructs that portray an internal sense of belonging and the tendency for people to affiliate with similar others. A self-administered questionnaire was distributed in an independent casual-dining restaurant located in the southeastern United States and a sample of 209 respondents was obtained. Results show that food healthfulness and food quality have an influence on customers' satisfaction, which in turn affects their behavioral intentions. The implications for practitioners are discussed in detail.
ISSN:1537-8020
1537-8039
DOI:10.1080/15378020.2016.1222744