Attributes associated with customer satisfaction in fine dining restaurants and their ‘Zones of tolerance’
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Authors
Gunaratne, Asoka
Wilson, Gregory
San Diego, Jojo
Wilson, Gregory
San Diego, Jojo
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2012
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Conference Contribution - Paper in Published Proceedings
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zones of tolerance
fine dining restaurants
customers expressing satisfaction
fine dining restaurants
customers expressing satisfaction
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Citation
Gunaratne, A., Wilson, G., and San Diego, J. (2012). Attributes Associated with Customer Satisfaction in Fine Dining Restaurants and their Zones of Tolerance. Proceedings of the Australian & New Zealand Marketing Academy Conference (ANZMAC). 3-5 December, Adelaide, Australia.
Abstract
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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