Restaurant consumers repeat patronage: A service quality concern

Abstract

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.