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Consumer satisfaction and dissatisfa...

Sun, Lou-Hon.

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Consumer satisfaction and dissatisfaction of upscale restaurant dining: A two dimensional approach.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Consumer satisfaction and dissatisfaction of upscale restaurant dining: A two dimensional approach./
Author:	Sun, Lou-Hon.
Description:	160 p.
Notes:	Source: Dissertation Abstracts International, Volume: 55-07, Section: A, page: 2055.
Contained By:	Dissertation Abstracts International55-07A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9431478

Consumer satisfaction and dissatisfaction of upscale restaurant dining: A two dimensional approach.
Sun, Lou-Hon.

Consumer satisfaction and dissatisfaction of upscale restaurant dining: A two dimensional approach. - 160 p.

Source: Dissertation Abstracts International, Volume: 55-07, Section: A, page: 2055.

Thesis (Ph.D.)--Virginia Polytechnic Institute and State University, 1994.

Dining out is one of the most popular leisure activities in developed countries. A review of the studies on consumer satisfaction and dissatisfaction (CS/D) in restaurant dining indicates that the majority of restaurant management literature deals with the product/service dimension of restaurant dining and that the leisure dimension of restaurant dining has not been explored. This study was approached with a desire to combine the knowledge from leisure, tourism, marketing, and service management in order to add to the body of knowledge in restaurant management.Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Consumer satisfaction and dissatisfaction of upscale restaurant dining: A two dimensional approach.
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035 $a (UnM)AAI9431478
035 $a AAI9431478
040 $a UnM $c UnM
100 1 $a Sun, Lou-Hon. $3 1947699
245 1 0 $a Consumer satisfaction and dissatisfaction of upscale restaurant dining: A two dimensional approach.
300 $a 160 p.
500 $a Source: Dissertation Abstracts International, Volume: 55-07, Section: A, page: 2055.
500 $a Chair: Mahmood A. Kahn.
502 $a Thesis (Ph.D.)--Virginia Polytechnic Institute and State University, 1994.
520 $a Dining out is one of the most popular leisure activities in developed countries. A review of the studies on consumer satisfaction and dissatisfaction (CS/D) in restaurant dining indicates that the majority of restaurant management literature deals with the product/service dimension of restaurant dining and that the leisure dimension of restaurant dining has not been explored. This study was approached with a desire to combine the knowledge from leisure, tourism, marketing, and service management in order to add to the body of knowledge in restaurant management.
520 $a An analysis of an empirical test of the satisfaction disconfirmation model in an upscale restaurant was conducted. The emphasis was on the impact of perceived product/service and leisure disconfirmations on CS/D with upscale restaurant dining. Initially, thirteen product/service attributes were identified through in-depth literature review and consequently nine leisure attributes were adapted from Beard and Ragheb's leisure motivation scale (1983).
520 $a A self-administered questionnaire was given to 443 customers in an upscale restaurant and 217 questionnaires were returned by mail. It was found that respondents had significantly higher perceived product/service disconfirmation than perceived leisure disconfirmation.
520 $a Five factors were identified by factor analysis of the 22 attributes. The results of multiple regression analysis indicated that all the 13 product/service attributes which separated into three factors--food and beverage (F&B), price/quantity, and physical/service--had significant impacts on consumer satisfaction. The nine leisure attributes were identified as two factors--factor leisure one and factor leisure two. Factor leisure one was found to have no significant impact on CS/D. Factor leisure two which includes discover new things, avoid the hustle & bustle of daily activities, and interact with others, was found to relate significantly to consumer satisfaction.
520 $a Among the four significant factors, F&B had the highest effect on consumer satisfaction with upscale restaurant dining followed by price/quantity. Compared with the physical/service factor, factor leisure two had a slightly higher effect on consumer satisfaction for upscale restaurant dining.
590 $a School code: 0247.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Psychology, Physiological. $3 1017869
650 4 $a Psychology, Social. $3 529430
690 $a 0338
690 $a 0989
690 $a 0451
710 2 0 $a Virginia Polytechnic Institute and State University. $3 1017496
773 0 $t Dissertation Abstracts International $g 55-07A.
790 1 0 $a Kahn, Mahmood A., $e advisor
790 $a 0247
791 $a Ph.D.
792 $a 1994
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9431478