Attributes Associated with Customer Satisfaction in Fine Dining Restaurants and their ‘Zones of Tolerance’
2012
Gunaratne, Asoka; Wilson, Gregory; San Diego, Jojo
This study identifies the attributes of fine dining restaurants that are associated with
customers expressing satisfaction with fine dining restaurants. Data was gathered using an
online questionnaire. The sampling frame provided by Entertainment Book New Zealand
yielded responses from 743 members who visited fine dining restaurants at least once a
month. Frequencies, paired sample t-tests, and multiple regression were used to analyse the
data. The results of the regression analysis identified seven predictors of overall customer
satisfaction. Five attributes with narrow ‘zones of tolerance’ were detected. The findings
suggest there is the potential to utilise the ‘zone of tolerance’ concept to develop strategic
interventions that will enhance customer satisfaction in fine dining restaurants.
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