International Journal on Customer Relations

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

The Effect of Servicescape of Casual Restaurants on Youths, Dining Experience


Affiliations
1 Department of HMCT, BIT, Mesra, Ranchi, Jharkhand, India
     

   Subscribe/Renew Journal


Casual dining restaurants are often patronised by young adults. The young adults view dining out as part of their daily lives and as the natural state of affairs. Being regular diners, they are well informed about the quality of food, service and ambience. The age range of young adults is around 18 to 30 years. In this study, young adults also include individuals in the aforesaid age range, though they are mostly students. The study employed a method of data collection which is face-to-face interview accompany with questionnaire. The questionnaire is designed considering different aspects of customer satisfaction on the dining experience which includes layout, ambience and value for money. Statistical analysis using SPSS version 20 is used for analyzing the data collected from different restaurants from respondents of sample size 150 based on the questionnaire. Analysis of primary data collected is evaluated by Chi-square and correlation tests. The results indicate positive relationship between layout and ambience, value for money and customer satisfaction especially on youths' dining experience.

Keywords

Servicescape, Restaurants, Layout and Ambience, Chi-Square, Correlation.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Barsky, J., & Labagh, R. (1992). A strategy for customer satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 35(3), 32-40.

  • Barta, A. (2008). Foreign tourists' motivation and information source influencing their preference for eating out at ethnic restaurants in Bangkok. International Journal of Hospitality & Tourism Administration. 9(1), 1-17.

  • Barsky, J. D. (1995). World-Class Customer Satisfaction, Richard D. Irwin, Inc., 18-43.

  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57-71.

  • Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, (20), 277-297.

  • Cullen, F. (2004). Factors influencing restaurant selection in Dublin. Journal of Food service Business Research, 7(2), 53-84.

  • Dittmer, P. R., & Griffin, G. G. (1994). Principles of food, beverage, and labour cost controls (5th Ed). New York, Van Nostrand Reinhold.

  • Dulen, J. (1999). Quality control. Restaurant & Institutions, 109(5), 38-52.

  • Erik, C., & Nir, A. (2004). Food in tourism: Attraction and impediment. Annals of Tourism Research, 31(4), 755-778.

  • Wakefield, K. L., & Blodgett, J. G. (1994). The importance of servicescapes in leisure service settings. Journal of Services Marketing, 3(8), 66-76.

  • Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing: Integrating customer focus across the firm (3rd Ed). Boston, New York. McGraw-Hill.


Abstract Views: 575

PDF Views: 2




  • The Effect of Servicescape of Casual Restaurants on Youths, Dining Experience

Abstract Views: 575  |  PDF Views: 2

Authors

Abhisek Jana
Department of HMCT, BIT, Mesra, Ranchi, Jharkhand, India
Rajeshwari Chatterjee
Department of HMCT, BIT, Mesra, Ranchi, Jharkhand, India

Abstract


Casual dining restaurants are often patronised by young adults. The young adults view dining out as part of their daily lives and as the natural state of affairs. Being regular diners, they are well informed about the quality of food, service and ambience. The age range of young adults is around 18 to 30 years. In this study, young adults also include individuals in the aforesaid age range, though they are mostly students. The study employed a method of data collection which is face-to-face interview accompany with questionnaire. The questionnaire is designed considering different aspects of customer satisfaction on the dining experience which includes layout, ambience and value for money. Statistical analysis using SPSS version 20 is used for analyzing the data collected from different restaurants from respondents of sample size 150 based on the questionnaire. Analysis of primary data collected is evaluated by Chi-square and correlation tests. The results indicate positive relationship between layout and ambience, value for money and customer satisfaction especially on youths' dining experience.

Keywords


Servicescape, Restaurants, Layout and Ambience, Chi-Square, Correlation.

References