Fine Dining: Service Quality Attributes, Customer Satisfaction And Its Impact On Customer’s Post-Dining Behavioral Intentions

Abstract

The purpose of this paper is to study the key parameters that drive customer perception, satisfaction and its effect on their post-dining behavioral intentions with respect to fine dining restaurants in Nagpur City. The mediating role of customer satisfaction is assessed
between restaurants’ key attributes of service quality and behavioral intentions. This paper shall also try to highlight the advantages of imbibing the new concept of service as compared to the traditional ones and how by focusing on quality and personalized services along with improving the quality of staff and polishing their service skills can impart the restaurant an edge over the others in the field. Design/methodology/approach – The study was carried out in 25 selected fine dining restaurants of Nagpur. Primary data was collected from a sample of 178 customers dining in the selected fine dining restaurants of Nagpur through a selfadministered questionnaire. The data was analyzed using descriptive statistics, correlation, ANOVA and t-test method using SPSS. Practical implications-: This study will facilitate restaurants’ managers to understand the positive as well as the negative aspects of service
quality in order to build and maintain long-term relationship between restaurants and customers.