Customer Satisfaction and Value as Drivers of Business Success for Fine Dining Restaurants

Abstract This study investigates the influence of key variables affecting customer intentions to visit a fine dining restaurant. For restaurant managers, knowledge of the relationship between key variables such as customer attitudes, satisfaction, perceived value, and intentions is vital to success in the competitive business environment. Although managers recognize the importance of value, little empirical research exists on value's role in influencing intentions. This research investigates the influence of satisfaction and customer value on post-consumption attitude as well as intention to return and to recommend a fine dining restaurant. Recommendations are provided for restaurant managers to increase customer satisfaction and retention. Key Words: Fine diningrestaurantambianceservice qualityfood quality