Diners' Perceptions of Quality, Value, and Satisfaction

Oh, Haemoon

doi:10.1177/001088040004100317

Cited by 281 publications

(166 citation statements)

References 3 publications

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“…Some studies report that food quality is the most important indicator (Dubé et al, 1994;O'Hara et al, 1997;Lau and Gregoire, 1998;Hwang et al, 2003) while other studies suggest that 'interpersonal' or service aspects are the most pertinent (DeLuco and Cremer, 1990;Gregoire, 1994;Bélanger and Dubé, 1996). Previous research has shown that food preference and acceptance constitutes 50% of the variability in consumption , and is not only a result of the intrinsic quality of the food; but can also be related to consumer expectations and the degree to which the food item matches them (Oh, 2000).…”

Section: Introductionmentioning

confidence: 99%

Plate versus bulk trolley food service in a hospital: comparison of patients’ satisfaction

2007

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Purpose: The aim of this research was to explore the antecedents to patient satisfaction with food quality within a hospital setting and develop an indicative model. Methodology:A consumer opinion card concentrating on the quality indicators of core foods was used to measure patient satisfaction and compare two systems of delivery; plate and trolley. Findings:Results show that the bulk trolley method of food distribution enables all foods to have a better texture, and for some foods (potato, poached fish and minced beef) temperature, and for other foods (broccoli, carrots, and poached fish) flavour than the plate system of delivery, where flavour is associated with bad opinion or dissatisfaction. Practical implications:This research confirms patient satisfaction is enhanced by choice at the point of consumption; however, portion size was not the controlling dimension. Temperature and texture were the most important attributes which measure patient satisfaction with food, therefore defining the focus for hospital food service managers.Originality: An indicative model outlining patient satisfaction with hospital food service has not been previously published and adds to the body of knowledge in this field.

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Section: Introductionmentioning

confidence: 99%

Plate versus bulk trolley food service in a hospital: comparison of patients’ satisfaction

2007

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“…Restoranların yiyecek kalitesi, çalışanlardan memnun olma ve atmosfer, tüketicilerin olumlu yorum yazmalarını etkilemektedirler (Jeong ve Jang, 2011). Tüketicilerin restoran deneyimlerin olumlu yönde oluşmasında ve tüketicilerin karar vermelerinde, fiyat ve değer önemli bir unsurdur (Oh, 2000;Soriano, 2002;Gupta, McLaughlin ve Gomez, 2007;Law, To ve Goh, 2008;Hwang ve Zhao, 2010). Michelin yıldızlı restoranlar seçiminde, arkadaşların tavsiyesi, restoranların ünü, gazete ve dergilerde son yorumlar, yemek puanları ve kapsamlı websiteler etkili olmaktadır (Harrington, Fauser, Ottenbacher ve Kruse, 2013).…”

Section: Literatür Taramasıunclassified

The Evaluation of michelin star restaurants<p>Michelin yıldızlı restoran işletmelerinin değerlendirilmesi

Bertan

2016

HumanSciences

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The purpose of this study is to examine online reviews on michelin star restaurants in terms of which vary according to the user to be useful and to evaluate the factors affecting the overall assessment. For this aim, the online reviews about michelin star restaurants on the website TripAdvisor are examined. Among 32.225 online user reviews in total, 3.622 reviews are analyzed. Considering online reviews with regard to michelin star restaurants, it is concluded that reviews with more helpful than three and three are more negative towards the value, atmosphere, food, service and overall evaluation. When the relationship between overall evaluation and value, atmosphere, food, service is inspected, it is seen that value is the variable that describes the overall evaluation best and then food comes second, third is atmosphere.

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“…In fact, many researchers have applied customer satisfaction to the service industry (e.g. Almanza, Jaffe, and Lin, 1994;Andaleeb and Conway, 2006;Barsky and Labagh, 1992;Gabbie and O'Neil, 1996;James, 1995;Johns and Tyas, 1996;Oh, 1999Oh, , 2000Oliver, 1980Oliver, , 1981. Furthermore, due to the influence of customer satisfaction on repeat purchases and word-of-mouth recommendations, customer satisfaction is deemed to be critical for all businesses (Berkman and Gilson, 1986;Yüksel and Yüksel, 2002).…”

Section: Literature Reviewmentioning

confidence: 99%

“…As customer satisfaction could greatly affect predicting customer post-purchase behavior (Tam, 2000), the concept of customer satisfaction has become an important topic in many restaurants and in academic research. Unfortunately, although there is no assurance that the customer will make a return visit due to the intangible nature of services (Dube, Renaghan, and Miller, 1994), customer satisfaction could become one of the most important factors for determining whether customers have the intent of returning or not (Oh, 2000;Yüksel and Yüksel, 2002). Furthermore, customer satisfaction can be linked directly to business sales (Baker and Crompton, 2000;Chow et al, 2007;Heskett, Sasser, and Schlesinger, 1997;Mohsin, 2005;Zeithaml and Bitner, 2000).…”

Section: Introductionmentioning

confidence: 99%

Factors Influencing Customer Satisfaction or Dissatisfaction in the Restaurant Business Using AnswerTree Methodology

Hwang

Zhao

2010

Journal of Quality Assurance in Hospitality & Tourism

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ABSTRACT. In the restaurant business, customer satisfaction can be linked directly to restaurant sales; thus, it is important to identify which perceived quality factors more strongly affect customer satisfaction or dissatisfaction. The purpose of this study was to find differences between satisfied and dissatisfied customers. The major analytical method used was AnswerTree. As AnswerTree method allows the researcher to more effectively target exact groups of people, it is a suitable analysis method to find differences between satisfied and dissatisfied customer groups. Study results indicated three perceived quality factors (good value, tasty food, and restaurant cleanness) most affected satisfied customers. On the other hand, three perceived quality factors (good value, tasty food, and employees' knowledge of menu) most affected dissatisfied customers. Study results provide some meaningful information for restaurateurs in making a marketing strategy.

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Diners' Perceptions of Quality, Value, and Satisfaction

Abstract: Restaurant managers have recited the quality mantra and sought solace in satisfaction, but customers are motivated by value.

Cited by 281 publications

References 3 publications

Plate versus bulk trolley food service in a hospital: comparison of patients’ satisfaction

Plate versus bulk trolley food service in a hospital: comparison of patients’ satisfaction

The Evaluation of michelin star restaurants<p>Michelin yıldızlı restoran işletmelerinin değerlendirilmesi

Factors Influencing Customer Satisfaction or Dissatisfaction in the Restaurant Business Using AnswerTree Methodology

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