Do fine dine restaurants satisfy customer needs?Diners perception of functional aspects of quality, value and satisfaction
Fine dining restaurants; Food quality; Food quantity; Food service; Guest satisfaction; Lighting; Plating
Objectives: Guest satisfaction has emerged as a potentially important factor in restaurant performance and function. The objective of this paper is to examine the current state of guest satisfaction and factors affecting them in fine dining restaurant through a review of the literature. The review focuses on six determinants and their effect on guest satisfaction. Design: A systematic review of lighting, Type of music, food quality, food quantity, food plating and foodservice about guest satisfaction was performed. Review methods: The literature was derived from the published research articles. The selection criteria for the review included the studies that were; written in English, related to guest satisfaction in the hospitality sector, employee performance in the hospitality sector. Results: The literature review identified five distinct lines of research that have focused on guest satisfaction in fine dining restaurants. Total 52 guest satisfaction based articles referenced in this paper, a sample of 30 studies reported on the examination of antecedents of satisfaction among guests. Key findings suggest that all the five factors that are; lighting, Type of music, food quality, food quantity food plating, and foodservice significantly impact on guest satisfaction. Conclusions: The study of Factors affecting guest satisfaction in a fine dining restaurant helps in the restaurant to build an image in the minds of their guests and creates awareness for Guests on how fine dining functions. Future research is required to provide restaurants a better understanding of their guests for their satisfaction. 2019 SERSC.
International Journal of Advanced Science and Technology, Vol-28, No. 20, pp. 926-944.
Science and Engineering Research Support Society
Sinha M., CHRIST (Deemed to be University), Bangalore, India; Fukey L.N., CHRIST (Deemed to be University), Bangalore, India; Tejinder Singh D., CHRIST (Deemed to be University), Bangalore, India