Navigating Dining Satisfaction by Understanding Diner Hygiene Expectation and Experience

Chow, Lim Soon; Krishnapillai, Gengeswari; Chong, Yee-Lee

doi:10.32479/irmm.7871

Cited by 4 publications

(5 citation statements)

References 38 publications

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“…In this study, it was determined that although all expectations were higher than the service experienced, expectations regarding price, cleanliness and professional appearance of employees were significantly lower than the service experienced. In the literature, there are studies to determine the level of meeting the expectations of restaurant customers regarding online meetings (Li, Xie, & Zhang, 2020), service quality (Markovi c, Raspor, & Segari c, 2010), restaurant features (Mhlanga, Hattingh, & Moolman, 2014) and hygiene (Chow, Krishnapillai, & Lee, 2019). There are studies that are like the findings of this study.…”

Section: Ihrsupporting

confidence: 54%

A roadmap focused on customer citizenship behavior for fast-food restaurants during COVID-19

Akgunduz,

Nisari,

Sungur

2023

IHR

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PurposeThis study proposes a model that influences customer citizenship behavior during COVID-19, and empirically tests the effects of fast-food restaurant customers' perceptions of justice (price and procedural justice) on trust; trust on satisfaction and loyalty; and trust, satisfaction and loyalty on customer citizenship behavior. Furthermore, it was questioned whether there was a disparity between customer expectations based on the restaurant's image and consumption experience.Design/methodology/approachThe data were gathered from customers of fast-food restaurants in the shopping centers in Turkey. The data set, which included 437 valid questionnaires, was subjected to CFA for validity and reliability, SEM analysis for hypothesis and paired sample t-Tests for the research questions.FindingsThe findings of the study indicate that perceived justice affects customer trust, which, consequently, affects customer loyalty and satisfaction during the COVID-19 period. Findings also demonstrate that, while customer loyalty and trust increase customer citizenship behavior, customer satisfaction alone is insufficient to increase customer citizenship behavior. The study also shows that during the COVID-19 period, fast-food restaurants should have raised awareness of employees’ fair behaviors toward the customers and provided additional services to differentiate themselves in the market. Also, it indicates that customer expectations related to price, cleanliness and professional appearance of staff are not met after taking service.Originality/valueNo research has been found in the literature focusing on the expectations, justice, trust, satisfaction, loyalty and citizenship behaviors of fast-food restaurant customers in the COVID-19 pandemic process. Therefore, the results can fill the gap in relevant literature by testing the relationships between justice, trust, satisfaction, loyalty and citizenship during the pandemic and provide inferences for fast-food business owners.

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Section: Ihrsupporting

confidence: 54%

A roadmap focused on customer citizenship behavior for fast-food restaurants during COVID-19

Akgunduz,

Nisari,

Sungur

2023

IHR

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“…When consumers are satisfied with the performance of a product or service, they are likely to repurchase because the performance meets their expectations (Anderson and Sullivan, 1993; Oliver, 1980). Several studies have shown that consumers’ overall satisfaction was impacted by positive disconfirmation in several areas including retailing (Anderson and Sullivan, 1993), leadership style (Wong and Giessner, 2018), hygiene expectation and experience (Chow et al , 2019), information technology (Bhattacherjee, 2001), online travel agents (McKinney et al , 2002), online review and opinions (Lee and Kim, 2020; Li et al , 2020) and other service providers (Susarla et al , 2003). Extensive consumer satisfaction research has concluded that expectation is a key for confirming satisfaction, which can be either a positive disconfirmation (perceived performance is more than one’s expectation) or a negative disconfirmation (perceived performance is below one’s expectation) (Yuksel and Yuksel, 2001).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Tangari et al (2019) confirmed that calories per serving information created a consumption backfire when it was disconfirmed. In restaurant cleanliness research, Chow et al (2019) found that a cleanliness expectation had a significant positive impact on consumers’ satisfaction. Another EDT study confirmed cleanliness is a significant predictor in determining customer satisfaction (Tama, 2015).…”

Section: Literature Reviewmentioning

confidence: 99%

The cleanliness of restaurants: ATP tests (reality) vs consumers’ perception

Kim

Almanza

et al. 2021

IJCHM

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Purpose This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant. Design/methodology/approach This study used two methods to collect data. The first was a survey method to gauge customers’ perceptions and an empirical test to measure cleanliness using an adenosine triphosphate (ATP) meter. Two data sets were collected to compare customers’ perceptions and actual cleanliness measurements. One data set surveyed respondents as to their perceptions of high- and low-touch restaurant surfaces among 19 areas of the dining room and 15 surfaces from the restroom, and their perceived cleanliness or dirtiness of those same surfaces. The second one conducted empirical measurements of the cleanliness of these surfaces using an ATP meter, which were then compared to customers’ perceptions. Findings Although all surfaces had higher ATP readings than a 30 relative light units’ threshold, there were significant differences in ATP readings among surfaces. Results showed a fair amount of consistency between the consumers’ perceptions of cleanliness and the actual results of ATP readings for the cleanest areas, but very little consistency in customers’ perceptions and experimental measurements for the dirtiest areas. Practical implications This study empirically demonstrated the need for improved cleaning techniques and the importance of proper training for foodservice employees. Especially during the COVID-19 pandemic, results of this study suggest an additional responsibility on managers and staff to ensure clean environments and the imperative to address the concerns of their customers. Originality/value Based on an extensive literature review, to the best of the authors’ knowledge, no prior studies have compared consumers’ cleanliness perceptions with empirical measurements of cleanliness in restaurant settings using an ATP meter. The results of this study provide restaurant managers a better understanding of customers’ perceptions of cleanliness. It also provides restaurant managers and staff information to develop more effective cleaning procedures. In the context of the COVID-19 pandemic, perceptions of cleanliness and measures of actual cleanliness are more important than they have been in the past.

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“…The article (Chow & Lee, 2019) describes the method of refuting expectations, as a theoretical basis for postulating the interaction between expectation and experience and its impact on issues related to tourism.…”

Section: Methodsmentioning

confidence: 99%

Consumer expectations and real experiences: case of Ukrainian tourists in Turkey

Dorokhov¹,

Malyarets²,

Ukrainski³

et al. 2022

ACCESS

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Objectives:The issues and approaches to the analysis of the opinions of consumers of tourism services in Turkey are considered. Customer surveys can be conducted both before and after their service. Methods/Approach: Accordingly, preliminary estimates and opinions of customers can be obtained reflecting their expectations and actual estimates after they receive travel services. It is of interest to compare these two groups of assessments, which makes it possible to both adjust preliminary advertising and marketing campaigns, and the quality of the tourist service itself, its individual elements, and components. Results: In the analysis, to obtain statistically sound and reliable results, a sequence of steps is proposed to study the expected and real impressions of tourists. An information and analytical technology for determining the types of tourists who have the same expected and real impressions is proposed. Its advantage lies in the use of correlation and variance analysis of non-metric indicators and the subsequent development of cognitive maps that allow you to immediately see the mechanisms of interrelation in the system of non-metric and metric indicators.Conclusions: Compliance with such information and analytical technology ensures the objectivity of the analysis, and, consequently, the effectiveness of management decisions that will be made on its basis. An example of practical calculations for processing the results of surveys of tourists before and after service has been given.

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Navigating Dining Satisfaction by Understanding Diner Hygiene Expectation and Experience

Cited by 4 publications

References 38 publications

A roadmap focused on customer citizenship behavior for fast-food restaurants during COVID-19

A roadmap focused on customer citizenship behavior for fast-food restaurants during COVID-19

The cleanliness of restaurants: ATP tests (reality) vs consumers’ perception

Consumer expectations and real experiences: case of Ukrainian tourists in Turkey

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