Determinants of customer satisfaction in fine dining restaurants in Ho Chi Minh City

Abstract

This study examines the relationships among service quality, food quality, ambience of fine dining restaurant (predictors), guest satisfaction (mediating variable) and guest’s word-of-mouth intentions (outcome). Although there have been many studies focused on each construct, the relationship among all of these constructs has not been completely investigated, especially in the fine dining restaurant context A conceptual framework was developed and analysed by statistical technique to explore the direct as well as indirect relationships among these variables. Reliability analysis, factor analysis, multiple regression analysis and path analysis, bivariate correlations and Pearson product-moment correlation coefficients were applied to inspect the relationship and its strength between each independent variable and guest satisfaction (as dependent variable) and each independent variable with word-of-mouth intentions either direct or indirect. The research provides theoretical and practical implication to fine dining restaurants business. Keywords: word-of-mouth intentions, guest satisfaction, service quality, food quality, fine dining restaurant