The effect of service quality on customer satisfaction in gaining customer loyalty in fine dining restaurant

Abstract

Purpose: this study indicates the relationships among restaurant attributes: service, cost, food and venue. Moreover, satisfying guests and make them coming back or suggesting to others are also pointed out with a focus on spectacular kind of restaurant: fine dining restaurants Design/ Methodology/ Approach: a questionnaire form of survey was distributed to collect data from respondents who have visited fine dining restaurants. This questionnaire was created by Google form and conducted online. Findings: the positive relationship among these aspects which have influence on the issue satisfying guests was presented in this findings. Additionally, satisfying guests affects directly decision of returning of guests Research limitations/ implications: the data were collected from a small sample size. Therefore, the result is limited. Within this study, the results of variables analyzed in the aspects of impact on how guests are satisfied and the return of guests. Other factors may be mentioned in the future studies Implications in reality: The result provide managers of fine dining restaurants with the deep knowledge of the effect of service, food, cost and place on satisfying customers which leads to customer loyalty