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Clean restrooms: How important are they to restaurant consumers?
Abstract
There are many choices to make in restaurant dining, and for experienced consumers, the expectation of safe, quality food has increased. The foodservice industry is in a challenging and competitive environment. Determining what factors of customer satisfaction are important to maintain or increase market share is critical to success. For consumers, there are few opportunities to evaluate food handling, safety and cleanliness practices of a restaurant. Research has shown that consumers are concerned with restroom cleanliness, with a functioning restroom having a positive influence on customers' perception of the restaurant; and has also been shown to impact the choice of where to eat or whether to return to a restaurant. This study tested these assumptions by using a data set from the southwestern US, finding that consumers are concerned with restaurant cleanliness and food safety, with restrooms an important factor to consumers when assessing the cleanliness of an eating establishment.
... The QSR customers use to assess the cleanliness of a restaurant depends on the customer's perception. Previous studies stated that the physical environment, such as the interior of the dining area, is used to evaluate the overall cleanliness of the restaurant, while other studies focus on the restroom and employees' appearance (Barber & Scarcelli, 2009;Liu & Jang, 2009;Ryu & Jang, 2008). The QSR industry is highly competitive; hence, focusing on the restaurant's overall cleanliness will increase customer satisfaction and influence the overall dining experience. ...
... H1c: There is a significant relationship between Food Quality towards Customer Online reviews A restaurant's cleanliness is the number one factor determining whether customers will purchase or visit the restaurant. Studies have perceived that restaurant cleanliness is one of the key factors in customers' evaluation of restaurant quality (Barber et al., 2011;Barber & Scarcelli, 2009;Becker et al., 1999;Kim & Bachman, 2019;Liu & Jang, 2009;Yoo, 2012). The cleanliness of the restroom in restaurants was an important criterion where the customer evaluates the restaurant's overall service experience (Barber et al., 2011;Barber & Scarcelli, 2009;Becker et al., 1999;Liu & Jang, 2009;Ryu & Jang, 2008). ...
... Studies have perceived that restaurant cleanliness is one of the key factors in customers' evaluation of restaurant quality (Barber et al., 2011;Barber & Scarcelli, 2009;Becker et al., 1999;Kim & Bachman, 2019;Liu & Jang, 2009;Yoo, 2012). The cleanliness of the restroom in restaurants was an important criterion where the customer evaluates the restaurant's overall service experience (Barber et al., 2011;Barber & Scarcelli, 2009;Becker et al., 1999;Liu & Jang, 2009;Ryu & Jang, 2008). Furthermore, the cleanliness of the restaurant influences customers' intention to revisit and willingness to recommend the restaurant since the level of cleanliness affects customers' pleasantness with the surrounding and increase customer satisfaction (Boulding et al., 1993;Brady et al., 2000;Yoo, 2012). ...
The service quality of a Quick-Service Restaurant (QSR) highly influences and affects the significance of online customer review since customers' impression and perception of the QSR is based on the service quality of the restaurant. Thus, the purpose of this study is to examine the relationship of QSR's Service Quality Dimensions (i.e., Employee Skills, Restaurant Ambiance, Food Quality, Restaurant Cleanliness, and Waiting Time) towards Customer Online Review. This study is based on data from the questionnaire on QSR's customers regarding QSR's Service Quality Dimensions towards online customer reviews. This study's target population is the customers of QSR who had experience purchasing from QSR (i.e., Taco Bell, 4Fingers, and FuelShack) and have experience searching for online customer reviews. The items used to measure the constructs were adapted from previous studies and tailored to the study setting. Four hundred and one completed questionnaires were obtained within two weeks of data collection using google form adopting convenience sampling. The data were analyzed using SPSS to test the five sub-hypotheses. The research suggested that QSR Service Quality Dimensions, i.e., Restaurant Ambiance, Restaurant Cleanliness, and Waiting Time, significantly influence online customer reviews. At the same time, Employee Skills and Food Quality is found to be insignificant. By taking into these considerations, for the future study, it might need to consider adding more dimensions that might be more relevant to the study whenever focusing on QSR's Service Quality Dimensions towards online customer reviews.
... These indicators often reflect others' opinions about the safety of food-service establishments, perhaps based on their past patronage. Past researchers have frequently suggested different categories of food hygiene indicators contributing to consumers' judgment of restaurant food safety (Aksoydan, 2007;Barber & Scarcelli, 2009;Henson et al., 2006;Ungku Fatimah et al., 2011;Park et al., 2016). However, the hygiene factors relevant to food, staff, equipment, and restaurant environment remain consistent across almost all of their studies. ...
... Most specifically, the variation in adopting food hygiene cues in their choice of restaurants was sometimes observed to be based on socio-demographic characteristics including age, gender, level of education, and nationality (Aksoydan, 2007;Bai et al., 2019;Barber & Scarcelli, 2009;Barber et al., 2011;Becker et al., 1999;Henson et al., 2006;Tuzunkan & Albayrak, 2017). For instance, the study conducted by Aksoydan (2007) indicated that men considered the cleanliness of dining utensils in the restaurant selection, whereas this factor was trifling for women. ...
... Likewise, mature consumers' perceptions of waitstaff's appearance and behaviors largely influenced their restaurant selection in Kim's study (2008). However, elderly respondents are more concerned with restaurant cleanliness compared to younger respondents according to Barber and Scarcelli (2009) and Henson et al. (2006). The cross-cultural studies conducted by Becker et al. (1999) in the United States and Hong Kong have revealed how national culture also influenced the customer's assessment and expectations of restaurant service quality. ...
This study examines international tourists’ protection intentions to utilize food safety cues in the choice of destination local restaurant, reducing the risk of contracting a foodborne illness. A survey was conducted of 398 first-time foreign travellers to Malaysia. The results driven by Exploratory Factor Analysis reveals that food safety indicators comprised three dimensions: visual food safety cues, information food safety cues, and the level of restaurant patronage. Cluster analysis confirmed that protection intention to use different food hygiene cues differs across tourists’ subgroups of gender, age, nationality, level of income, level of education, travel purpose, and trip arrangement.
... This is why customer behavior in different restaurant settings is challenging for managers (Longart et al., 2016). Law et al. (2008) Portions; variety; quality; presentation Namkung and Jang (2008) Presentation; healthy options; taste; freshness; temperature Mannan et al. (2019) Food presentation; food smell; food temperature; food taste; fresh; healthy options Food and drink Longart et al. (2018) Quality; nutritional aspects; type of cuisine; authenticity; variety of food; range of drinks; food presentation; portion sizes; unusual food Service quality*/ services Stevens et al. (1995) Reliability; assurance; responsiveness; empathy; tangibles; cleanliness of dining areas and toilets Yüksel and Yüksel (2003) Services standard; services efficiency; attentive services; helpful staff; competent staff; staff appearance; prices shown clearly Iglesias and Guillén (2004) Price Law et al. (2008) Operating hours; diversity; speed; server's attitude Namkung and Jang (2008) Promised services; willingness to help; competency; empathetic response Gagić et al. (2013) Competent; attentive; fast; friendly; helpful; prompt; empathetic; honest and responsible Longart et al. (2018) Tse (2001) Price; service quality Yüksel and Yüksel (2003) Reasonable food prices; food value for money; hearty portions Nitiwanakul (2014) Food; service quality Mannan et al. (2019) Value for price; high value of dining; worth the money Cleanliness/ hygiene Cousins et al. (2002) Staff;premises;equipment Josiam et al. (2007) Toilets Barber and Scarcelli (2009) Food safety; restrooms Location Kivelä (1997) Good location Tzeng et al. (2002) Convenience of mass transportation system; parking capacity Yüksel and Yüksel (2003) Convenience of location; impression from the road Josiam et al. (2007) Convenience of location Place Soriano (2002) Ambiance; location; cleanliness; facilities (car park) Longart et al. (2018) Driving distance; convenience for everyone to meet up; vicinity to entertainment area; public transport available Chang (2013) Corporate reputation (the quality of products/ services) Longart et al. (2018) Branding; awards; chef reputation Mannan et al. (2019) Famous restaurant; peers perceive its good image; reputable Facilities Longart et al. (2018) Restaurant architecture; cleanliness/hygiene; parking availability; restaurant tableware Environment Law et al. (2008) Atmosphere; cleanliness; comfort; location; decoration Attraction Law et al. (2008) Image; novelty; word-of-mouth; advertising * Service quality is the performance delivered by the restaurant when offering various services to customers such as receiving an order and serving foods and drinks, and this term was commonly referred to as Service Quality, as proposed by Zeithaml et al. (1996). ...
... Namkung and Jang (2008) Quantitative: A survey of 287 customers of mid-to-upper scale restaurants in the US to identify the critical quality attributes that affected their selection of restaurants. Barber and Scarcelli (2009) Quantitative: A survey of 339 respondents in the Southwestern US was undertaken to examine customers' perception of the restaurant based on specific set of restaurant attributes. Chang (2013) Quantitative: A survey of 529 respondents collected from two chain restaurants in Taiwan, to examine the relationships between perceived trust, perceived value, customer satisfaction, and corporate reputation to understand how customer perceptions evolve into customer loyalty in the restaurant sector. ...
The restaurant business is very competitive, such that managers must identify appropriate components of their restaurant attributes to better satisfy the needs and wants of their customers. Studies have long investigated restaurant attributes but treated such attributes using a common factor analysis technique; these should be analyzed as components. This paper aims to demonstrate how researchers can conduct a mixed-methods study to investigate the effects of restaurant attributes on customer behaviors and how a component-based analysis method is used. A sequential unequal research design was undertaken, including three steps: (1) identifying a set of restaurant attributes from the restaurant literature (Step-1), (2) conducting a field study to propose a refined set of restaurant attributes that fit with the context of the study (Step-2), and (3) collecting survey data for further analysis with the Generalized Structured Component Analysis (GSCA) technique (Step-3). The results of Step-1 revealed 10 restaurant attributes entailing many components. The results of Step-2 revealed only seven attributes (food, price, services, atmosphere, facilities, cleanliness, and location), entailing different sets of components specific to each attribute. In Step-3, a conceptual model was developed, including three constructs treated as components: satisfaction (encapsulated all seven restaurant attributes), trust, and behavioral intentions. The results of Step-3 indicated that satisfaction was found to influence trust, while satisfaction and trust were found to influence behavioral intentions. In addition, the indirect effect of satisfaction on behavioral intentions through trust was indicated as only a partial mediator. Overall discussions suggest further studies that may adapt various methods to improve research quality. Thus, this paper offers a specific procedure for researchers who desire to conduct a mixed-methods research design through the context of the restaurant business and for those interested in using GSCA. Demonstrating the research processes employed is the primary contribution of this paper. This may be helpful for novices interested in replicating our steps in their specific study context.
... Restaurant cleanliness is seen as one of the key factors in the restaurant quality assessment of customers by researchers (Becker et al., 1999;Barber & Scarcelli, 2009;Liu & Jang, 2009). Restaurant cleanliness in terms of both atmosphere and service quality is vital to ensure a competitive advantage and a sustainable income. ...
... When the literature is reviewed, it has been found that restaurant cleanliness elements are addressed within the context of atmosphere and service quality and they have a positive effect on providing customer satisfaction (Becker et al., 1999;Berry et al., 2006;Barber & Scarcelli, 2009;Liu & Jang, 2009;Barber & Scarcelli, 2010;Vilnai-Yavetz & Gilboa, 2010;Yoo, 2012;Soylu & Taştan, 2020). ...
Food and beverage sector is a challenging sector which is growing and changing fast and including severe competition. Restaurants are an important part of the sector and in today’s conditions it is vital them to be nourishing and satisfying and also free of problems in terms of cleanliness. In this respect the aim of this study is to understand how satisfaction/dissatisfaction feeling affects the intentions of complaining a restaurant or revisiting it by determining to what extent cleanliness factors affect customers’ satisfaction level in the scope of S-O-R Model. In accordance with the given purpose, the data collected via the questionnaires from 384 customers of a restaurant in the United States of America have been analysed. According to the results, participants evaluate restaurant cleanliness in six aspects and it has been established that these six aspects clarify 42 % of restaurant satisfaction. Also, it has been found that restaurant satisfaction affects the intention of revisiting but does not affect the intention of complaint. In the study suggestions for theoretical and practical areas have been presented.
... According to Barber & Scarcelli (2009), services are different from tangible products because their production and consumption takes place at the same time in the customer's presence and in the presence of the service producer (Ha & Jang, 2009). Human element presence during the process of service delivery significantly increases the chance of error on the part of the customers or employees. ...
... A number of customers always organize their perceptions based on the feelings which they have concerning the services which are being offered. How the customers perceive the restaurants to a great extent is affected by the quality of the customer service which is offered by the firms (Namkung & Jang, 2007;Barber & Scarcelli, 2009). ...
Service Quality is one of the important parameter which have to be taken into
consideration by firms within the service industry. Given that the business
environment which is highly competitive, there is the need for firms to ensure that they
have in place various kinds of measures which can ensure that there are
improvements in the quality of the services which they are of ering. This report is
mainly aimed at of ering a literature review on consumers’ perception of the service
quality of fast-food sector in Jharkhand. It has given an overview of the food service
industry, fast food restaurants, and fast-food sector of Jharkhand besides exploring
the service quality research. The report explores that some of the five service
dimensions which the customers care about includes reliability, responsiveness, assurance, empathy and tangibles. At the same time, the research has to a great extent
explored the service quality in the restaurant industry. Conceptualization of service
quality within the fast-food restaurant industry has also been provided by the
research.. As the work investigates, firms in the fast food industry ought to devise a
number of strategies in order to ensure that they of er high quality work. This will play
a major role in enhancing their profitability through a number of ways
... Both cleanliness and customers' cleanliness perceptions have become increasingly important since the COVID-19 outbreak [30,32]. Perceived restaurant cleanliness has a positive effect on customers' satisfaction, which in turn positively impacts revisit intention [32,36,37], whereas cleanliness of restaurants is a key determinant of consumers' decision to select or return to a restaurant [38,39]. By prioritizing cleanliness, food service businesses may not only ensure the health of customers and employees but also attract customers by meeting their cleanliness expectations [30,32]. ...
... As such, it indicates that good compliance with (hygiene) measures appears to be an important strategy for businesses to regain customers when reopening is allowed. These findings are in line with previous studies that indicate the importance of cleanliness and sanitation when selecting and visiting restaurants [38,39] and confirm past studies in this field that identified consumers' attitudes towards hygiene as a determinant of (re)visit intention [36,37]. Moreover, consumers' cleanliness concerns are even heightened in times of global health crises, such as the current pandemic [30,32]. ...
The food service sector was among the hardest hit by the COVID-19 pandemic. This study aims to examine consumers’ attitudes towards and transparency perceptions of COVID-19-related safety measures and to identify determinants of consumers’ intentions and behaviour regarding visiting restaurants and bars once reopened. By also surveying food service businesses, this study allows for comparison between both target groups. A total of 1697 consumers and 780 businesses participated in this study, conducted in Belgium both during and in between waves of infections. The findings demonstrate that consumers evaluated safety measures as important when revisiting restaurants and bars, against business owners’ expectations. Both consumers’ revisit intentions and behaviours are influenced by the perceived importance of hygiene measures (negatively) and past visit frequency (positively). This study highlights the importance of good compliance with safety measures as a strategy to attract customers during the reopening period. Further, our findings emphasize the importance of transparent communication by food service businesses and the government.
... The physical environment or the atmospheric cues plays a substantial part in the service involvements of the hotel consumers and impacts their attitudes and behavioral intentions associated with the hotel consumption (Aksoydan, 2007;Barber and Scarcelli, 2009;Henson et al., 2006;Shah et al., 2021;Wang et al., 2020b). Few studies (Mehrabian and Russell, 1974) have also confirmed that consumer perceptions regarding the sanitation dimensions have a significant influence on guests' behavioral reactions in hotels, and they frequently use atmospheric cues to evaluate the sanitation parameters or dimensions in hotels (Barber et al., 2011;Lee et al., 2012;Tiwari and Sanjeev, 2021;Wang et al., 2020b;Worsfold, 2006). ...
... It includes general guestroom cleanliness, sanitized guest amenities, clean and sanitized toilets, placement of air purifiers and provision of clean guestroom linen, including bed sheets, pillows, mattresses and duvets (Liu and Jang, 2009). According to Barber and Scarcelli (2009), the dimension of restroom sanitation also influences consumers and includes clean and sanitized toilet bowls; rigorous cleaning of floors, walls, countertops, washbasins and mirror; provision of bathroom amenities like soap, sanitizer, toilet paper and towels; bathroom fragrance and supply of hot and cold water. ...
Purpose
This study aims to evaluate the consumer perceptions related to sanitation in the five-star hotels due to the COVID-19 pandemic. It also identified the most significant sanitation dimensions and their influence on the pertinent emotions experienced by the hotel consumers.
Design/methodology/approach
It identified seven sanitation dimensions (i.e. exterior of the hotel, guestrooms, washrooms/restrooms, in-house restaurant dining, hotel employees, public areas and handling of food) which were assessed through 10 positive and negative consumer sanitation emotions. A structured online survey was conducted to collect data from the 763 five-star hotel consumers. Exploratory factor analysis was applied on the 35 parameters of the seven identified sanitation dimensions, and analysis of variance (ANOVA) was used to determine the most significant dimensions among the hotel consumers.
Findings
Results revealed that among the seven sanitation dimensions, “exterior of the hotel” and “public area” dimensions were found to be statistically less significant compared to the other sanitation dimensions. Findings related to consumer emotions showed that a significantly high percentage of consumers revealed strong negative emotions, i.e. disgust and discontent toward the poor standards of sanitation in the hotels.
Practical implications
The study results may be helpful for the hotel administrators and managers to adequately plan the training sessions for their employees based on the consumer perception and emotions toward the identified sanitation dimensions. Further, it may also help in the implementation of the COVID-19 awareness program based on the consumer inputs and perceptions.
Originality/value
Although a few studies have been performed to explore the sanitation dimensions in the hospitality sector before, but this will be a first attempt to identify and measure the sanitation dimensions and corresponding consumer emotions due to the COVID-19 pandemic.
... Hygienic environment is characterised by the neatness and cleanliness of restaurant workers, the environment, and the materials used as restaurant patrons are more bothered about them whenever they visit a restaurant (Foskett & Gillespie, 2019; Campbell-Smith, 2017; Barber & Scarcelli, 2009). Specifically, toilets are given a higher priority by customers during the appraisal and evaluation of restaurant hygienic conditions. ...
... Findings from table 6 revealed that Health-related factors (Hygienic Environment, Ambiance, and Food Type) significantly determined the choice of eatery among Nonteaching workers of AAUA. This finding agrees with the study of Barber and Scarcelli (2009), whose research revealed that restaurant patrons are giving high priority to neatness and the hygienic conditions of the restaurant environments, specifically the toilets, whenever they visit a restaurant. Furthermore, this finding agrees with Finkelstein (2018), who recommended that in restaurant settings, the importance of Ambiance is equitable to food and drink in restaurant patrons' assessments and appraisal checklists. ...
... Restaurant cleanliness is an important determinant in physical environment quality, whereas dirty conditions may cause restaurant patrons to have negative reactions towards the restaurant facilities (Wakefield & Blodgett, 1996). The findings of several studies suggest that restaurant cleanliness, whether it is the entrance, building exterior, dining room, washroom, or table setting, may influence the restaurant patrons' perceptions of service quality (Abdelhamied, 2011;Barber, Goodman, & Goh, 2011;Barber & Scarcelli, 2009Ryu & Jang, 2008;Stevens et al., 1995). Restaurant cleanliness exerts a strong influence on restaurant patrons' perceptions of restaurants and services (Akan, 1995;Bartlett & Han, 2007;Wakefield & Blodgett, 1996). ...
... The findings of several studies also reveal that the table setting (Knutson, 2000;Pettijohn et al., 1997;Raajpoot, 2002;Ryu & Han, 2011;Ryu & Jang, 2007;Weiss et al., 2004) and restaurant cleanliness (Aksoydan, 2007;Barber & Scarcelli, 2009Jaafar, Lumbers, & Eves, 2008;Josiam et al., 2007;Threevitaya, 2003) positively influence restaurant patrons' service quality perceptions of the physical environment in the restaurant industry. ...
Research into service quality and related constructs such as customer satisfaction,
perceived value, image and behavioural intentions has increased in the last two decades.
However, there is controversy about the conceptualisation and measurement of customers’ perceptions of these constructs in the services marketing literature. Additionally, most studies have neglected the comprehensive hierarchical modelling in full service restaurants, one of the most important types of restaurant. Consequently, this study is a comprehensive evaluation of restaurant patrons’ perceptions of the important constructs in moderate upscale restaurants in Malaysia. The constructs are examined using a hierarchical model following the suggestions of researchers in the service industry.
Data were collected from the restaurant patrons of several moderate upscale
restaurants in the Klang Valley area, Malaysia, during January to March, 2009. The
sampling frame included Malaysian and foreign restaurant patrons who were 18 years and above. The research model was tested using exploratory factor analysis and structural equation modelling with a two-step approach employing the confirmatory factor analysis method. The statistical results and the structural model support 16 hypotheses and satisfy the four research objectives. The hierarchical modelling approach used in this study provides useful empirical evidence of the significance of service quality in the service marketing field. In addition, the results confirm that service quality is a multidimensional construct consisting of primary dimensions and sub-dimensions. At the same time, this research provides an analytical framework for understanding the effects of service quality on constructs such as customer satisfaction, perceived value, restaurant image and behavioural intentions. The results of this study contribute to service marketing theory by providing empirical evidence of the relationships between service quality, customer satisfaction, perceived value, restaurant image and behavioural intentions.
The findings indicate that service quality, perceived value and restaurant image are important determinants of customer satisfaction in moderate upscale restaurants in Malaysia. Further, service quality, customer satisfaction and restaurant image are important determinants of behavioural intentions. In addition, service quality is an important determinant of perceived value as well as restaurant image.
... The precise contribution of destination restaurants to the burden of foodborne illnesses cannot be determined, but consumers mainly consider poor hygiene practices of restaurants to be responsible for food safety-related risks, including cleanliness of the physical environment, equipment, and staff (Barber & Scarcelli, 2009;Brewer & Rojas, 2008). These factors direct their restaurant choice (Aksoydan, 2007;Alonso et al., 2013;Barber & Scarcelli, 2010;Choi et al., 2013;Gracia et al., 2011;Park & Almanza, 2014;Park et al., 2016). ...
... A self-administered questionnaire was constructed after an extensive review of the literature on the application of PMT, and other social cognition theories with similar constructs to explain health-related behavior (Choi et al., 2011;Milton & Mullan, 2012;Mullan et al.2016Mullan et al. ,2010. Further, eleven food hygiene attributes have been drawn from past studies (Adam et al., 2014;Barber & Scarcelli, 2009, 2010Choi et al., 2013;Henson et al., 2006;Seo et al., 2015;Ungku Fatimah et al., 2011;Wong et al., 2015;Yeung & Yee, 2013). They were cleanliness of restaurant exterior, restaurant odor/smell, cleanliness of work staff's clothing and appearance, work staff's standard of personal hygiene (e.g., no coughing or sneezing onto food or hands, and then touching food), cleanliness of dining tables, chairs, and utensils, cleanliness of floor, cleanliness of toilets, inspection score, reviews posted on TripAdvisor, reviews posted on other social media platforms (e.g., Facebook, Twitter, Yelp), and tour guide advice. ...
Restaurants with poor hygiene practices are common sites for exposure to food poisoning. While previous studies have highlighted the influence of restaurant food hygiene indicators on consumer dining decision, research examining those cues in the tourism context is scant. This study aims to identify variables that direct tourists’ protection intention to adopt food hygiene cues in the choice of Malaysian local restaurants, through the conceptual extension of a theoretical model known in the literature as Protection Motivation Theory. Based on what emerged from the analysis, the extended model of the theory is a better representation of protection intention.
... Many studies have indicated that restaurant cleanliness is a key factor in consumers' evaluation of restaurant quality (Becker et al., 1999;Barber & Scarcelli, 2009;Liu & Jang, 2009). The participants in this study consider the cleanliness of the restaurant to be important to them in general when evaluating overall restaurant quality, when deciding whether to go back to the restaurant or not, and in increasing or reducing their overall satisfaction level. ...
The restaurant's hygiene is a critical aspect, which, if not taken care of, may affect the prevalence of foodborne diseases. The study was designed to identify the awareness of restaurant hygiene among a random sample of Libyan consumers through an electronic questionnaire. The questionnaire included 46 questions. The survey was conducted between May and August of the year 2021. SPSS was used to analyze the data. The results showed that the participants agreed and strongly agreed that the cleanliness of the restaurant was important to them in general (98%). Half the participants tend not to complain if they notice the restaurant is dirty. Food freshness and food temperature were considered by 80% and 64% of participants important, very important, or extremely important, among other questions about the food presented in the restaurant, respectively. About 80% of the sample considered that the publication of the examination results of the restaurant by the competent authorities was important, very important, or extremely important. Almost half of the sample (49.7%) said that no hot water in restaurant restrooms is important, very important, or extremely important. Only 31% of the sample mentioned that the accessories, like earrings, of the wait staff are important, very important, or extremely important. The cleanliness and taste of food are considered by 49% and 48%, respectively, to be the most important aspects when evaluating restaurant quality. Based on the results, there is a need for awareness programs to improve the knowledge of consumers about restaurant hygiene practices.
... Customers often choose restaurants and other dining venues that match their acceptable requirements for quality and affordability. At the same time, those who pay scarcer attention to these aspects generally receive fewer customers and lower revenues (Barber & Scarcelli, 2009). Furthermore, customers place importance on such factors as "food choices, rates, timely service, and promotional deals" when choosing a restaurant. ...
Restaurant safety measures have become a key concern for customers since the beginning of the COVID-19 pandemic. The pandemic has increased customers’ awareness and concern toward restaurants’ hygiene standards. This study investigated the influence of restaurant safety measures on customer revisit intentions in the post-pandemic era with the mediating effect of customer engagement, gratification, and perceived risk reduction. A quantitative survey-based study was conducted using a structured questionnaire on 248 restaurant customers in Penang and Selangor, Malaysia. The findings reveal that restaurant safety measures do not directly influence customer revisit intentions. In contrast, customer engagement, gratification, and perceived risk reduction positively mediate the relationship between restaurant safety measures and customer revisit intentions. This study provides significant theoretical and practical implications by highlighting insights into how restaurant safety measures trigger customers to revisit restaurants for the restaurant authorities in Malaysia.
... This counter-intuitive finding could indicate that simply having restrooms nearby does not ensure they are used. A significant factor influencing this pattern could be the ''privatization of restrooms'', where many businesses restrict restroom access to paying customers only, effectively excluding non-customers, often including homeless populations (Banks, 2019;Guardian, 2018). This practice limits the functional accessibility of these facilities for a segment of the population most likely to need public restrooms. ...
... in de seçimlerinde etkili olduğunu ortaya koymuştur.Ryu ve Jang (2008), Ünal vd., (2014 ile Bilgin ve Kethüda (2017) çalışmalarında, fiziksel ortam temelinde ambiyans, mekan estetiği gibi unsurların müşterilerin keyif ve tercih nedeninde etkili olduğu gibi memnuniyetlerini artırdığını bulmuşlardır. Bu sonuçlar, bulgularımızı destekler niteliktedir.Barber ve Scarcelli (2009) de, tuvalet temizliğinin restoran tercihi ve memnuniyetine olumlu katkı sağladığını tespit etmişlerdir.Albayrak'ın (2014) belirttiği gibi; müşterilerin gittikleri restoranda lezzetli yemekler, mis gibi kokan ortamlar, kibar, temiz ve yardımsever çalışanlar ile onların yaptığı servis ve yemeğin kalitesine uygun fiyat unsurları restoran t ...
Bu çalışmada Y kuşağı restoran temizlik algısının müşteri tatmin düzeyine etkisini ortaya koymak amaçlanmıştır. Çalışma, tarama modelinde bir alan araştırmasıdır. Veriler anket yoluyla toplanmıştır. Kolayda örnekleme yönteminin kullanıldığı çalışmada, Kocaeli Kartepe ilçesinde 1980-2000 doğumlu yerel halka ulaşılmaya çalışılmıştır. Bu kapsamda 25 Mart- 25 Nisan 2023 tarihleri arasında yüz yüze anket yoluyla 181 kişiye ulaşılmıştır. Ankette üç bölüm vardır. İlk bölüm; katılımcıların demografik özelliklerine yönelik sorulardan, ikinci bölüm; Restoran Temizlik Ölçeği sorularından, üçüncü bölüm ise; Restoran Temizliğine Yönelik Genel Görüşler Ölçeğinde yer alan sorulardan oluşmaktadır. Verilerin analizinde; frekans analizi, faktör analizi, restoran temizliğinin algılanmasında demografik farklılıkları belirlemek için bağımsız örneklem t‐ testi, Tek Yönlü Varyans Analizi (ANOVA) ve Tukey testi yapılmıştır. Restoran temizlik algısı ile restoran tatmini ilişkisini belirlemek için korelasyon testi, restoran temizlik algısının restoran tatminine etkisini belirlemek için ise regresyon analizi uygulanmıştır. Elde edilen bulgular sonucu restoran işletmecileri başta olmak üzere ağırlama sektöründe yer alan tüm işletmecilere öneriler getirilmiştir.
... While food cleanliness was a crucial factor to consider when choosing a restaurant, most people did not think about food safety (Aksoydan, 2007). Customers who were concerned about their safety often mirror the kitchen environment through aesthetics, clear cues, and restroom cleanliness (Barber & Scarcelli, 2009;Worsfold ,2006b). Health inspectors' findings, which were commonly displayed in green, yellow, and red colors or with A, B, and C letter grades, could alert visitors to a possible risk before they enter a restaurant for what they couldn't see. ...
Food safety is ultimate human right for the survival of human life. Hundreds of millions of people worldwide are at the risk of risk of consuming contaminated food. Every year, millions of people become ill, and hundreds of thousands die due to underprivileged safety of food. Microbial, chemical, personal and environmental hygiene are all challenges for food from farm to fork/plate. The current study was conducted in Punjab province to investigate to assess peoples’ knowledge, attitudes and practices regarding food safety at domestic level, as well as potential health hazards due to insufficient food safety practices. Sample of 700 women in three districts in Pakistan's Punjab province: Hafizabad, Rawalpindi, and Multan were selected. For analyzing the quantitative data we utilized, bivariate analysis techniques. Specifically, we employed the Chi-square test to assess the degree of significance. Additionally, researcher used the Somers'd and Gamma tests to determine the strength of association. The major findings reveal a strong link between all socioeconomic and cultural variables (i.e. monthly income, education, food preparation at home, food management at home, consumption behavior, willingness to buy, risk perception, influence of media and health effects) and women's attitudes toward acquiring knowledge and practicing food safety to maintain their health. The public was concerned about food safety and handling standards. It was discovered that television could be effective tool for disseminating information about food safety to the general public. The frequency of food preparation at home also contributes to shaping attitudes, with more frequent home preparation leading to more favorable views on food safety practices.
... Cleanliness is an important factor to consider in the restaurant sector. When customers evaluate the quality of the eating space supplied, they consider restaurant cleanliness to be a crucial consideration (Barber & Scarcelli, 2009). Ambient elements are intangible background factors that influence consumer perceptions and responses to the environment subconsciously (Nguyen & Leblanc, 2002). ...
... Previous studies on hygiene performance at restaurants mainly measured customers' perceptions of clean dining and clean staff (e.g. Fatimah et al., 2011) as customers mostly use atmospheric cues to assess sanitary conditions in physical facilities (Barber and Scarcelli, 2009;Lee et al., 2012). Therefore, several studies (Kang et al., 2013;Kang, 2015;Siering, 2021) suggested that online reviews could be effective sources to help improve public policy by predicting hygiene inspection outcomes. ...
Purpose
The hygiene factor is always imperative when customers consider a certain restaurant, and the information contained in customer reviews can be an efficient approach to gauge a restaurant's hygiene during gaps in the official inspection. Therefore, the purpose of this study was to investigate whether information obtained from online reviews could predict the upcoming hygiene rating, specifically, evaluating the impact of both qualitative and quantitative content of reviews on the restaurant hygiene rating.
Design/methodology/approach
The quantitative research method with big data analytic techniques was applied in this study. In total, 127,656 pieces of data collected from 1,710 restaurants in four major cities in the USA were used in the analysis. Both quantitative factors (i.e. reviewer's numerical rating, days to review, readability, useful/funny/cool) and qualitative factors (i.e. eight emotional dimensions of textual reviews) were analyzed from the online customer reviews and considered in predicting the restaurant's hygiene rating.
Findings
Six out of eight emotional dimensions including anger, disgust, fear, sadness, surprise and trust were identified as having significant influences on the restaurant hygiene ratings. While three quantitative variables including days to review, readability and usefulness were identified with significant impacts on the dependent variable of restaurant hygiene rating.
Originality/value
This study opens an avenue for innovative research that establishes a connection between customers' reviews and restaurants' inspection systems. The results allow restaurants to predict an impending hygiene inspection rating upon dynamic assessment of review content and aid in adjusting hygiene measures accordingly.
... This situation gives a horrible service experience to Kopitiam patrons since the physical environment quality also affects the Kopitiam patron's mood and satisfaction. After the visit to the restroom, the Kopitiam patron had both chosen not to eat and not to return (Barber & Scarcelli, 2009;Mohi, 2012). ...
This study examines the physical environment quality of Kopitiam patron satisfaction. Kopitiams shows a good image and reputation among other coffee shops in Malaysia. Kopitiam's owner should be concerned about the physical environment quality. An extensive literature review identified seven dimensions of Physical Environment Quality, i.e., Facility Aesthetics, Ambience, Interior Design, Layout and Design, Exterior Design, Authentic Design, and Cleanliness. One hundred eighty questionnaires were received. Data were obtained from a questionnaire distributed randomly to 180 respondents who experienced dining in selected Kopitiam. An online survey was also conducted to increase the positive response rate. The Google form link was sent to the patron who commented on the selected Kopitiam on Trivago.com. Data were analyzed using Exploratory Factor Analysis and Multiple Regression Analysis. As a result, the Authentic Design dimensions show a significant relationship towards Kopitiam patrons' satisfaction, followed by Cleanliness and Facility Aesthetic.
... The study noted a significant moderating effect of patron age, such that younger patrons' overall perception of hygiene adherence was less strongly correlated to restroom cleanliness than that of older patrons. The inference of restroom cleanliness on the perceived food safety at the establishment was also supported in earlier studies (Macaskill et al., 2000;Barber & Scarcelli, 2009). ...
The purpose of this paper is to develop a regression model which allows insight into the way restaurant attributes influence the willingness of prospective patrons to travel to dine at restaurants. We find that perceived authenticity and food quality are the only two predictor variables that significantly increase the maximum acceptable travel time to a restaurant. Uniqueness of the restaurant in the geographic area negatively impacts acceptable travel time.
... Finalmente, de acuerdo con estos hallazgos basados en un análisis de redes neuronales artificiales, se encontró que los factores que inciden en la percepción de la calidad y satisfacción del consumidor de restaurantes son la calidad del servicio, el ambiente físico y la comida (Hwang y Zhao, 2010;Sabir et al., 2014). Como resultado del análisis empírico, se encontró que los restaurantes típicos con sabores tradicionales y ubicados en pueblos mágicos cuentan con aspectos importantes para generar ventaja competitiva que se relacionan con la capacidad del personal para responder preguntas, la música de fondo y que la comida sea sabrosa (Barber y Scarcelli, 2009). ...
Este estudio se centra en identificar los factores que influyen en la percepción de la calidad del consumidor en restaurantes de servicio a mesa en el pueblo mágico Real del Monte, Hidalgo, México. La metodología se basa en dos perspectivas, en primer lugar, en el análisis de los factores más importantes de los resultados de una encuesta de 22 ítems por medio de redes neuronales artificiales aplicada a 320 comensales y, en segundo lugar, en la aplicación de entrevistas semiestructuradas a ocho comensales. Los hallazgos muestran que los aspectos fundamentales que influyen en la percepción de los consumidores son la capacidad del personal para responder preguntas, la música de fondo, así como la calidad y el sabor de los alimentos.
... Değişkenlerin Ölçek Olarak Kullanıldığı Çalışmalar Yemeğin lezzeti (Özdemir, 2010), (Yüksel & Yüksel, 2002) Yemeğin sunumu (Namkung & Jang, 2007) Yemeğin sıcaklığı (Namkung & Jang, 2007) Yemeğin tazeliği (Shaharudin vd., 2011), (Yüksel &Yüksel, 2002) Porsiyon büyüklüğü (Bae vd., 2018), (Yüksel &Yüksel, 2002) Menü çeşitliliği (Özdemir, 2010), (Lewis, 1981(Lewis, 'den aktaran: Özdemir, 2010, (Auty, 1992), (Clark & Wood, 1998) Sağlıklı yemek seçenekleri (Özdemir, 2010) Servis hızı (Auty, 1992), (Clark & Wood, 1998), (Cullen, 2005), (Albayrak, 2014), (Elder vd., 1999), (Clemes vd., 2013), (Parasuraman vd., 1988) Servis standardı ve kalitesi (Yüksel & Yüksel, 2002), (Cullen, 2005), (Qu, 1997), (Harrington vd., 2013), (Parasuraman vd., 1988), (Elder vd., 1999), (Ma vd., 2011) Personelin yardımseverliği (Barr, 1990), (Yüksel & Yüksel, 2002), (Ma vd., 2011), (Parasuraman vd., 1988) Personelin güleryüzlülüğü (Clemes vd., 2013), (Barr, 1990), (June & Smith, 1987), (Longart, 2015) Personelin nezaketi (Parasuraman vd., 1988), (Clemes vd., 2013), (Barr, 1990), (June & Smith, 1987), (Longart, 2015) Personelin bilgisi (Clemes vd., 2013), (Longart (2015), (Parasuraman vd., 1988) Doğru ücret (Clemes vd., 2013), (Ma vd., 2011) Fiziksel görünüm (Parasuraman vd., 1988) Dekor (Ryu & Jang, 2008) Masa düzeni (Ryu &Jang, 2008) Oturma düzeni (Ryu & Jang, 2008) Kalabalıklık düzeyi (Jang vd., 2015), (Tse vd., 2002), (Ha vd., 2016) Personelin dış görünüşü (Ryu & Jang, 2008), (Baker, 1986) Aydınlatma (Pecotic vd., 2014), (Chiguvi, 2015) Fon müziği (Edwards & Gustafsson, 2008) Gürültü seviyesi (Pecotic vd., 2014) Koku (Chiguvi, 2015) Isı ve havalandırma (Chiguvi, 2015) Algılanan fiyat (Lewis, 1981(Lewis, 'den aktaran: Özdemir, 2010Auty, 1992;Clark ve Wood, 1998), (Okeiyi & Finley, 1994'ten aktaran: Kwun & Oh, 2004) Lokantanın yeri (Yüksel & Yüksel, 2002), (Qu, 1997), (Albayrak, 2014), (Alonso vd., 2013), (Ma vd., 2011), (Longart, 2015), (Cullen, 2005) Lokantanın yakın olması (Longart, 2015), (Harrington vd.,2013), (Sparks vd., 2003) Otopark alanı (Cullen, 2005), (Harrington vd., 2013), (Ma vd. 2011), (Upadhyay vd., 2007) Gıda güvenliği (Worsfold, 2006), (Abidin vd., 2011), (Aksoydan, 2006), (Knight vd., 2009) Yemek alanı temizliği (Worsfold, 2006), (Perlik, 2004'ten aktaran: Abidin vd., 2011), (Leach vd., 2001), (Aksoydan, 2006), (Henson vd., 2006) Personelin kişisel temizliği (Stevens vd., 1995), (Ryu & Jang, 2008), (Baber & Scarcelli, 2010), (Worsfold, 2006), (Henson vd., 2006) Tuvaletin temizliği (Yoo, 2012), (Perlik, 2004'ten & Dulen, 1998'den aktaran Abidin vd., 2011, (Henson vd., 2006), (Worsfold, 2006), (Kim & Bachman, 2019), (Baber & Scarcelli, 2009) İmaj (Oh, 1995), (Eliwa, 2006), (Chang, 2012), (Han & Hyun, 2017), (Durna vd., 2015) Tablo 2 devam ...
The aim of this study is to determine the factors affecting the cafe and restaurant preferences of consumers. In the study, it was planned to apply a questionnaire to the consumers who come to the cafes and restaurants in Ortahisar district of Trabzon. However, since some of these venues do not allow surveys and some are closed due to the Covid-19 outbreak, the research was limited to 9 venues: including 5 cafés and 4 restaurants. In this context, data were collected by applying face-to-face and online questionnaires to 411 customers of 9 cafes and restaurants in Trabzon. Descriptive analysis, explanatory factor analysis and multiple linear regression analysis were used as statistical methods. In the study, it was concluded that the factors of service, food quality and cleanliness, image, location and convenience have a significant effect on the consumers’cafe and restaurant preferences. Atmosphere, ambiance, price and menu variety were not effective on the consumers’ cafe and restaurant preferences. This study will be useful for café and restaurant owners or managers and guide researchers who want to work on this subject.
... • Serve the food within the appropriate temperature range[144,145].• Keep the floor and carpets clean[146].•Keep the restrooms clean[147].•Keep the tables and chairs clean[95]. • Display the certificate from the health and sanitary inspection authority at the entrance of the restaurant[148]. ...
Restaurant image refers to an immediate perception that pops up in a customer’s mind when the name of a restaurant is mentioned. Therefore, it is crucial for restaurants, including fast-food restaurants (FFRs), to evaluate and sustain a positive restaurant image. However, evaluating and improving a restaurant’s image is challenging, since it counts in multiple service attributes associated with various degrees of unknown priority. Even so, the existing literature is yet to outspread the usage of an appropriate multi-attribute decision-making (MADM)-based approach to specifically evaluate the image of FFRs. Therefore, this research aimed at employing such an approach to evaluate the image of four FFRs on an island in East Malaysia, using various people, processes, and physical evidence attributes. Firstly, an initial list of FFR image attributes was elicited from the available literature. This initial list was then further validated through a two-round Delphi survey involving a panel of ten experts. A questionnaire was then designed based on the finalized attributes, and data collected from a sample of 251 respondents were analyzed using the compromised-analytical hierarchy process (C-AHP) method. The C-AHP results suggest that the strategies to improve an FFR’s image should primarily incorporate the following six attributes: hospitality, employees’ problem-solving skills, employees’ knowledge, food taste, physical cleanliness, and service response time. The FFR at the top of the ranking has the highest performance scores over these same six attributes. Surprisingly, employees’ appearance and restaurant exterior were reported as the two least important image attributes. This research is the first to demonstrate the application of a hybrid MADM-based approach to uncover the weights of FFR image attributes and rank those FFRs by computing their aggregated image scores.
... The environmental factors of interest are ambient cues, including ambient scent and cleanliness, as these attributes are mainly considered by patrons when they consider dining out. Cleanliness is a crucial factor that attracts consumers' to FFRs, because it is an integral feature that patrons use to assess the dining area's quality (Barber and Scarcelli, 2009). Ambient conditions are intangible factors that have subconscious impact on customers' perceptions and responses to the environment (Hanaysha, 2016). ...
Service quality is a major determinant of customer satisfaction and consequently a repurchase decision in the fast food restaurants’ (FFRs) industry. Nevertheless, prompt and efficient services alone may not guarantee a restaurant a place in today’s hyper- competitive marketplace. Therefore, this study was conceived to examine the impact of food quality (FQ), service quality (SQ), perceived value (PV) and restaurant environment (RE) on customer re-purchase decision, mediated by customer satisfaction (CS). Data for the study were obtained from a sample of 320 consumers drawn from 12 FFRs in three major towns in Delta State, Nigeria. Multiple and hierarchical regressions were used to analyse the data generated. The findings indicated that FQ, SQ, PV and RE exerted positive and significant effects on CS and re-purchase decision. The results also showed that CS fully mediated the relationship between SQ and repurchase decision, but the meditational influence was only partially for FQ, PV and RE; implying that FQ, PV and RE have their own direct influence on RPD besides through SQ. Given the impact of FQ, SQ, PV and RE on CS and repurchase decision, restaurants’ managers need to continually improve on the quality of their services, environment and offerings to sustain the patronage of their clients in order to survive in today’s hyper-competitive marketplace.
... For example, it is impractical for consumers to determine the reliability of the food markets from where restaurants purchase raw materials or dinner patrons cannot take the temperature of food with a thermometer or use a microbiological diagnostic kit to detect food contaminated with microorganisms. Thus, the most important factors applied by consumers to judge the levels of food hygiene/ safety of eating places in order to decide where to eat are visual cues such as the restaurant's external appearance, the cleanliness of dining area and utensils, staff's appearance and clothing, and the restroom hygiene (Aksoydan, 2007;Barber & Scarcelli, 2009, 2010Leach et al., 2001;Lee et al., 2012;Liu & Lee, 2018;Min, 2016;Park, 2014;Park et al., 2016). However, past studies consider restaurant cleanliness attributes as a part of functional service quality dimension (Gronroos, 1984) or tangible construct of service quality (Bujisic et al., 2014;Parasuraman et al., 1985) and conclude that customer's perception of a restaurant's cleanliness significantly influences customer's judgment of the overall restaurant's service quality (Barber et al., 2011;Barber & Scarcelli, 2010;Truong et al., 2017;Yu et al., 2018). ...
Travelers’ increasing concern about restaurant-associated foodborne illness makes food safety very important to destination foodservice operators. While previous research has shed light on the impact of destination different restaurant service quality attributes on tourists’ satisfaction, there is a lack of research identifying the dimensions of food safety indicators driving tourist’s restaurant selection and satisfaction solely. This study aims to fill the gaps by developing a scale measuring 433 international tourists’ perceptions about hygiene standards in Phuket small restaurants. Confirmatory factor analysis revealed a four-factor model that influences tourists’ restaurant selection. These factors were: waitstaff’s appearance and personal hygiene, cleanliness of restaurant, toilet hygiene, and food safety information cues. Cleanliness of restaurant and waitstaff’s appearances and personal hygiene were two key factors influencing tourist satisfaction of small restaurants. The significance of restaurant hygiene quality has received less attention in tourism marketing literature, thus this study adds further importance by underlining its implication to the sustainable management of destination restaurants. However, this study suffered from several limitations, for instance, the study’s framework, the inability to generalize the results due to the research scope and context, and the concurrence of data collection with the COVID-19 pandemic which pave the way for future studies.
... Many empirical studies have shown how environment influences customer's satisfaction and predicts repurchase behaviour (Knutson & Patton, 1995;Hui et al. 1997;Chang, 2000;Mattila, 2001;Chebat & Michon, 2003;Barber & Scarcelli, 2009;Liu & Jang, 2009;Lim, 2010). Kwenga (2012) in his study of the hotel choice criteria of customers in church guest houses in Nairobi, Kenya, found out that good physical environment influences the customers in purchase of accommodation in these guest houses. ...
This paper tested a structural model that examines the proposed relationships between hotel attributes and hotel choice in respect to customers in Port Harcourt, Rivers Nigeria. The study used a structured questionnaire hence, a quantitative research design. Multiple regression analysis was used for analysis of data collected using statistical package for social science (SPSS) software version 23. The result shows that all the six hotel attributes have positive and significant relationship with customer's hotel choice behavior in respect to the study area. Result further validates the proposed Hotel Choice Indicators (HCI) Model for hotels in Port Harcourt City. This study contributed to the body of knowledge by proposing and validating the HCI Model for hotels in an emerging economy and Port Harcourt City in particular. It authenticates attribute that influence hotel choice behavior among hotel patrons in Port Harcourt. The study also increased the explanatory power of the push-pull theory in explaining hotel choice attribute or attributes in an emerging economy.
... Prior studies showed that although safety should be a critical factor when people dine out, most customers do not even think of it when they choose a restaurant (Aksoydan, 2007;Ungku Fatimah et al., 2011). Instead of considering safety, customers are often more concerned about some visible elements such as the dining environment's food options, atmosphere and cleanliness (Barber and Scarcelli, 2009). As a result of COVID-19, safety is becoming a top concern and therefore customer motivations for dining out must be compelling for an individual to take on the risk. ...
The restaurant industry is one of the most affected businesses during the outbreak of COVID-19. The customer choice regarding whether or not to dine in a restaurant have changed due to this unprecedented global pandemic. Integrated with the affective decision-making framework, meta-theoretic model of motivation (3M), and optimistic bias theory, this conceptual paper proposes a theoretical scheme for understanding constructs that affect consumer motivation while considering the significance of consumers’ risk perceptions of the novel coronavirus disease. This research aims to delineate the role of loyalty, trust, and transparency on resuming in-restaurant dining during and after the pandemic. By identifying the link between each construct and addressing the unparalleled food-/health related risks, this study suggests that restaurants who accumulated more customer trust by fostering transparency are likely to have more business and quickly recover from the shock.
... Cleanliness has long been considered an important aspect of the overall restaurant experience (Barber and Scarcelli, 2010) and consumers' perceptions of restaurant cleanliness has been shown to be a key determinant in service quality, satisfaction and repeat patronage intentions (Barber and Scarcelli, 2009;Barber et al., 2011;Bienstock et al., 2003;Jang and Liu, 2009). A 2008 Center for Science in the Public Interest report indicated that the top five areas of concern for restaurant guests with regard to cleanliness were: (1) employee cleanliness and hygiene, (2) rodents/insects, (3) improper use of wiping cloths, (4) presence of ill restaurant employees, and (5) bare hand contact with raw food (Klein et al., 2008). ...
In light of the COVID-19 pandemic restaurant operators had to close their dining rooms for dine-in service for a number of weeks; however, once they were allowed to re-open concern still existed over safety and socially distancing many operators had to get creative in ensuring guest and worker safety. The current study sought to assess consumer perceptions and preferences regarding different types of dining room setups that were implemented by restaurants around the U.S. during the re-opening phase to ensure proper social distancing amongst guests. A quasi-experimental design was implemented where respondents were shown images of two different dining-room setups and provided responses to questions based on their perceptions and preferences for these socially distant servicescapes. Overall, respondents indicated that partitions between tables were preferred to mannequins being placed at tables. Academic and practical implications are discussed.
... A study about passengers' expectations about airplane cabin features (Aksoy et al., 2003) found that passengers who were 61 years old or older had higher expectations of cleanliness than those who were 30-40 years old or 41-50 years old. Similarly, a study of Baby Boomers (those born between 1946 and 1964) found that they perceived food safety and restroom cleanliness to be more important than younger generations (Barber & Scarcelli, 2009). Finally, in a study by Barber et al. (2011), it was mentioned that age plays an important role in the importance of cleanliness for restaurant return intention with older customers being more willing to return to a restaurant based on restaurant cleanliness than younger customers. ...
As the number of air travelers grows, the need for a clean environment has become important during air travel. This study assessed passenger perceptions of cleanliness in airplanes. Using attributes from prior research, this study was able to extract three cleanliness dimensions and found that the most important cleanliness dimensions were food & flight attendants and lavatory. The importance of cleanliness was greater for females, older, and less experienced passengers. Almost one-third of the respondents reported taking active measures during air travel to prevent themselves from becoming sick. Results offer theoretical and practical contributions to the airline industry.
... This may be as a result of neatness, display of assorted foods in neat warmers, arrangement of flowers, arrangement of tables, the lighting, the music and color displays on the interior. Barber and Scarcelli (2009), suggested that the decoration, the music, the lighting affect restaurant quality perception among customers and subsequently influence product patronage. Therefore, a hypothesized positive relationship between restaurant's atmosphere and customer loyalty will also be tested in this investigation. ...
This paper assessed the product and seller factors including menu quality, price fairness, personnel quality, restaurant image, restaurant's atmosphere, customer trust, and customer loyalty that drive customer loyalty and patronage in quick service restaurants in Nigeria, using Awka capital territory of Anambra State as a case. Survey research design was adopted in which 399 patrons were sampled. The questionnaire was used to source the primary data for the study. Frequency tables, percentages correlation were applied in the data analyses. The study found a significant positive relationship between price fairness, food quality, firm's personnel quality, customer trust, restaurant image, and restaurant's atmosphere and customer loyalty. Positive relationship was also found between customer loyalty and customer patronage. The study recommended that managers should constantly re-strategize by re-inventing their firm with novel programs that will excite the beliefs system and emotion of the patrons so as to ensure continued patronage and, firm's profitability.
... First, dirty restrooms are frequently cited as a source of complaints in many industries. In a 2010 poll, individuals identified dirty restrooms as the top reason to avoid a restaurant with the most common complaints being about clogged toilets, foul odors, out-of-stock supplies, and broken soap or paper dispensers [1,2]. Hospitals are also frequently cited as a source of dirty restrooms; a 2004 survey of 86,000 patients in the United Kingdom showed that only 48% of individuals thought their hospital restrooms were clean [3]. ...
Background: Restroom cleanliness is an important factor in hospital quality. Due to its dynamic process, it can be difficult to detect the presence of dirty restrooms that need to be cleaned. Using an Internet of Things (IoT) button can permit users to designate restrooms that need cleaning and in turn, allow prompt response from housekeeping to maintain real-time restroom cleanliness.
... First, dirty restrooms are frequently cited as a source of complaints in many industries. In a 2010 poll, individuals identified dirty restrooms as the top reason to avoid a restaurant with the most common complaints being about clogged toilets, foul odors, out-of-stock supplies, and broken soap or paper dispensers [1,2]. Hospitals are also frequently cited as a source of dirty restrooms; a 2004 survey of 86,000 patients in the United Kingdom showed that only 48% of individuals thought their hospital restrooms were clean [3]. ...
Purpose
Drawing upon the cognitive appraisal theory, our study aims to fill the research gap in the literature related to night tourism and night market visits. The knowledge about how a night market visit fails is also enriched.
Design/methodology/approach
Three studies have been made using a mixed-method design. Study 1 focuses on personal interviews and Studies 2 and 3 consist of experimental research. Study 1 aimed to explore the major causes of the night market failure. Studies 2 and 3 designed different failure scenarios to test visitor’s cognitive, emotional and behavioral responses. Content analysis was adopted for Study 1. Analysis of covariance and partial least squares structural equation modeling were used for Studies 2 and 3.
Findings
The results reveal that a lack of item diversity, environmental insanitation and crowdedness are three major causes of night market visit failure. This visit failure leads to visitors’ disappointment and resistance intention toward the night market.
Originality/value
Previous studies have not attached adequate importance to tourism failure. By extending the application of cognitive appraisal theory, the research value also lies in the exploration of interrelationships among visit failure, disappointment and resistance intention in night markets.
Purpose
Some restaurant customers who contract foodborne illnesses do not contact public health authorities but instead post online reviews to social media. By monitoring social media discourse, health authorities can gather information updates about restaurants’ hygiene deficiencies and thereby identify potential venues for outbreaks of foodborne illness. This study proposes a social media analytics framework to analyze the associations among negative hygiene aspects mentioned in customers’ reviews and use those associations to predict restaurants’ food safety.
Design/methodology/approach
This study analyzes customer reviews of restaurants and identifies the co-occurrence patterns of hygiene-related keywords. To assess the extent to which the word co-occurrences are effective in preventing foodborne illnesses, classification models were constructed to use those co-occurrences as inputs to predict restaurants’ food safety risk.
Findings
This study obtains 20 association rules that reveal the co-occurrences of hygiene-related keywords. Using those co-occurrences as inputs, our best-performing model can detect 87.58% of high-risk restaurants.
Practical implications
When monitoring social media, health authorities can focus on a group of keywords and deploy our model to identify restaurants that are likely to contribute to foodborne illnesses.
Originality/value
Through the lens of signaling theory, this study is a pioneering work to reduce the dimensionality of social media data to a few meaningful hygiene-related keywords, filtering out irrelevant signals that disturb the signaling process. Social media data, after being processed by appropriate machine learning algorithms, become credible signals for risk prediction.
Purpose
Social media data contains a wealth of content related to customers’ reactions to, and comments on, firms’ performance. Through the lens of signaling theory, this paper aims to investigate the use of social media data as a knowledge resource in communicating firms’ noncompliance risk to regulatory agencies.
Design/methodology/approach
This paper proposes a two-step social media analytics framework to detect noncompliant firms. First, it creates a context-specific dictionary that contains keywords relevant to firms’ noncompliant behaviors. Next, it extracts those keywords from customer reviews, customer sentiment and emotions to predict firm noncompliance. It tests these ideas in the context of food safety regulations.
Findings
It identified over 100 words that are related to restaurants’ hygiene deficiencies. Using the occurrence of these words in customer reviews, as well as sentiments and emotions expressed within them, the author’s best-performing model can identify nearly 90% of the restaurants that severely violated regulations.
Practical implications
After being processed by appropriate machine learning algorithms, customer reviews serve as valuable knowledge resources, enabling regulatory agencies to identify noncompliant firms. Regulatory agencies can use this model to complement the current compliance monitoring scheme.
Originality/value
This research contributes a novel methodology for creating a context-specific dictionary that keeps only the relevant words customers use when discussing firms’ noncompliant acts. In the absence of such an approach, numerous irrelevant signals would be included in the modeling process, thereby increasing the cost of social media analytics.
ABSTRACT
The COVID-19 pandemic has confronted hospitality and restaurant business enterprises across the globe by disrupting the entire ecosystem of the industry. Shutdowns and temporary closure decisions were necessary, as the primary focus for governments and their agencies is the safety of their people. Recently, restrictions have been eased and vaccines have been developed, despite this, strict measures are still intact. The important question, then, is what are the factors that can convince consumers to adjust and/or restore confidence in consumers to go back to dining in restaurants under the “new normal” banner. To provide preliminary insights, this paper investigates the impact of consumers with fresh mind-sets, restaurant hygiene, and QR code menu usage on intention to re-dine by building on reinforcement theory. Structural equation modeling technique was applied on survey data obtained from consumers who dined in luxury restaurants (n = 569) across multiple cities in Jordan. Results from the analyses illustrate that consumer fresh mind-sets, restaurant hygiene, and QR code menu usage are important predictors for consumer intention to re-dine in Jordanian eateries and restaurants. This research advances our knowledge on consumers’ preferences and behaviors to dine in the post-Covid-19 era. It also makes an incremental contribution to the reinforcement of theoretical assumptions. Implications for theory and practice are prescribed for the concerned stakeholders.
Yiyecek içecek işletmelerinde temizlik, her ne kadar sağlık açısından önemli olsa da hizmetin kaliteli bir şekilde sağlanabilmesi için de önemlidir. Müşteriler ziyaret ettiği işletmelerin temiz olmasına çok dikkat etmektedir. Bu yüzden işletmelerin temizlik hakkındaki duyarlılığının ortaya çıkarılması elzemdir. Bu araştırma ile Bayburt ilinde bulunan yiyecek içecek işletmelerinde yiyecek tüketen müşterilerin temizlik algılarının ortaya çıkarılması amaçlanmıştır. Bunun yanında müşterilerin genel temizlik algısı ile demografik özellikleri (cinsiyet, yaş, medeni durum, eğitim durumu, meslek, aylık gelir düzeyi vb.) arasında anlamlı farklılıkların olup olmadığının belirlenmesi çalışmanın bir diğer amacını oluşturmaktadır. Nicel araştırma kapsamında gerçekleştirilen çalışmada anket tekniği kullanılmıştır. Bu bağlamda araştırma elde edilen 405 anket verisi üzerinden yürütülmüştür. Müşterilerin yiyecek içecek işletmeleri üzerine temizlik algısının orta düzeyde olduğu belirlenmiştir. Araştırma sonucunda elde edilen veriler çerçevesinde yiyecek içecek işletmesinin içi, tuvaletler, yiyecekler, yiyecek içecek işletmesinin dışı, servis personeli davranışları ve dış görünüşü üzerine öneriler sunulmuştur.
This study was conducted with the aim of finding the relationships between the variables Cleanliness (CLL) and Brand Equity (BEQ) in relation to Brand Experience (BE), Customer Well-Being (CWB) and Customer Satisfaction (CS) within the restaurant sector. The study population consisted of people who have eaten on the premises in restaurants in Peru during the last six months of the year 2021. The sample consisted of 416 people. A PLS-SEM analysis was used using SmartPLS 3 software in order to respond to the hypotheses set out in the study. The results allowed all the hypotheses to be tested, highlighting the confirmation of the influence of Cleanliness and Brand Equity on Customer Well-being in building Brand Experience and Customer Satisfaction in the restaurant sector.
ÖZET
Bu çalışmanın amacı, Afyonkarahisar ilinde bulunan restoran işletmelerindeki müşterilerin fiziksel kanıt algılarının müşteri memnuniyetine etkisinin önem performans analizi ile belirlenmesidir. Çalışmada ilk olarak çalışmanın değişkenlerini oluşturan kavramlara dair yerli ve yabancı literatür taraması yapılıp kuramsal altyapıya yer verilmiştir. Araştırmanın amacının gerçekleştirilmesi için anket tekniği ile veriler toplanmıştır. Araştırma verileri, kolayda örnekleme yöntemi kullanılarak 01 Şubat-11 Nisan 2021 tarihleri arasında Afyonkarahisar ili restoran işletmelerini ziyaret eden 635 müşteriden toplanmıştır. Afyonkarahisar ili merkezinde bulunan restoran işletmeleri ile Afyonkarahisar ili merkezindeki termal otel işletmeleri bünyesindeki restoran işletmelerini ziyaret eden müşterilere anket uygulanmıştır. Toplam 450 adet müşteri anketi değerlendirmeye alınmıştır. Verilerin analizinde yüzde, frekans, aritmetik ortalama, standart sapma, faktör analizi, güvenirlik analizi, önem-performans analizi (ÖPA), korelasyon analizi ve regresyon analizi yöntemleri kullanılmış, elde edilen veriler araştırmanın amacı doğrultusunda yorumlanmıştır. Elde edilen bulgulara göre müşteriler fiziksel kanıt iç ve dış değişkenlerini değerlendirerek üzerinde önemle durması gerektiğini göstermektedir. Ayrıca anket uygulanan restoran işletmeleri müşterilerinin fiziksel kanıtlara ilişkin algıları ile müşteri memnuniyeti arasında yüksek seviyede bir ilişki olduğu sonucuna varılmış olup gerçekleştirilen regresyon analizi ile müşterilerin fiziksel kanıt algılarının müşteri memnuniyetini etkilediği belirlenmiştir.
ABSTRACT
The aim of this study is to determine the effect of physical evidence perceptions of customers in restaurant businesses in Afyonkarahisar province on customer satisfaction by importance performance analysis. In the study, first of all, domestic and foreign literature review about the concepts that constitute the variables of the study was made and the theoretical infrastructure was included. In order to realize the aim of the research, data were collected by questionnaire technique. The research data were collected from 635 customers who visited the restaurant establishments of Afyonkarahisar province between 01 February and 11 April 2021 using the convenience sampling method. A questionnaire was applied to the customers who visited the restaurant businesses located in the city center of Afyonkarahisar and the restaurant businesses within the thermal hotel businesses in the city center of Afyonkarahisar. A total of 450 customer surveys were evaluated. Percentage, frequency, arithmetic mean, standard deviation, factor analysis, reliability analysis, importance-performance analysis (IPA), correlation analysis and regression analysis methods were used in the analysis of the data, and the obtained data were interpreted in line with the purpose of the research. According to the findings, customers show that they should pay attention to the internal and external variables of physical evidence by evaluating them. In addition, it was concluded that there is a high level of relationship between the perceptions of the customers of the restaurant businesses regarding the physical evidence and customer satisfaction, and it was determined that the physical evidence perceptions of the customers affected the customer satisfaction with the regression analysis performed.
Bu çalışmanın amacı, Afyonkarahisar ilinde bulunan restoran işletmelerindeki
müşterilerin fiziksel kanıt algılarının müşteri memnuniyetine etkisinin önem performans
analizi ile belirlenmesidir. Çalışmada ilk olarak çalışmanın değişkenlerini oluşturan
kavramlara dair yerli ve yabancı literatür taraması yapılıp kuramsal altyapıya yer
verilmiştir. Araştırmanın amacının gerçekleştirilmesi için anket tekniği ile veriler
toplanmıştır. Araştırma verileri, kolayda örnekleme yöntemi kullanılarak 01 Şubat-11
Nisan 2021 tarihleri arasında Afyonkarahisar ili restoran işletmelerini ziyaret eden 635
müşteriden toplanmıştır. Afyonkarahisar ili merkezinde bulunan restoran işletmeleri ile
Afyonkarahisar ili merkezindeki termal otel işletmeleri bünyesindeki restoran
işletmelerini ziyaret eden müşterilere anket uygulanmıştır. Toplam 450 adet müşteri
anketi değerlendirmeye alınmıştır. Verilerin analizinde yüzde, frekans, aritmetik
ortalama, standart sapma, faktör analizi, güvenirlik analizi, önem-performans analizi
(ÖPA), korelasyon analizi ve regresyon analizi yöntemleri kullanılmış, elde edilen
veriler araştırmanın amacı doğrultusunda yorumlanmıştır. Elde edilen bulgulara göre
müşteriler fiziksel kanıt iç ve dış değişkenlerini değerlendirerek üzerinde önemle
durması gerektiğini göstermektedir. Ayrıca anket uygulanan restoran işletmeleri
müşterilerinin fiziksel kanıtlara ilişkin algıları ile müşteri memnuniyeti arasında yüksek
seviyede bir ilişki olduğu sonucuna varılmış olup gerçekleştirilen regresyon analizi ile
müşterilerin fiziksel kanıt algılarının müşteri memnuniyetini etkilediği belirlenmiştir.
The aim of this study is to determine the effect of physical evidence perceptions of
customers in restaurant businesses in Afyonkarahisar province on customer satisfaction
by importance performance analysis. In the study, first of all, domestic and foreign
literature review about the concepts that constitute the variables of the study was made
and the theoretical infrastructure was included. In order to realize the aim of the
research, data were collected by questionnaire technique. The research data were
collected from 635 customers who visited the restaurant establishments of
Afyonkarahisar province between 01 February and 11 April 2021 using the convenience
sampling method. A questionnaire was applied to the customers who visited the
restaurant businesses located in the city center of Afyonkarahisar and the restaurant
businesses within the thermal hotel businesses in the city center of Afyonkarahisar. A
total of 450 customer surveys were evaluated. Percentage, frequency, arithmetic mean,
standard deviation, factor analysis, reliability analysis, importance-performance analysis
(IPA), correlation analysis and regression analysis methods were used in the analysis of
the data, and the obtained data were interpreted in line with the purpose of the research.
According to the findings, customers show that they should pay attention to the internal
and external variables of physical evidence by evaluating them. In addition, it was
concluded that there is a high level of relationship between the perceptions of the
customers of the restaurant businesses regarding the physical evidence and customer
satisfaction, and it was determined that the physical evidence perceptions of the
customers affected the customer satisfaction with the regression analysis performed.
Her endüstride, üretim-tüketim dengesine bağlı olarak değişen bir rekabet durumu
söz konusudur. Rekabet, bir yandan insanları hıza, daha fazla tüketime ve
kolay erişime sevk ederken bir yandan da ilerlemenin, gelişmenin, hatta teknolojinin
ve yaşamsal olanakları geliştirmenin temelinde yer alır. Benzer durum yiyecek
içecek endüstrisinde de görülür. Genel üretim-tüketim dengelerine bağlı
olarak ortaya çıkan sert rekabet koşulları yiyecek ve içecek endüstrisi için de geçerlidir.
İnsanlar, beslenme gereksiniminin yanı sıra dışarıda zaman geçirmek
(Türkay ve Atasoy, 2020: 401) ve hazcı isteklerini gidermek (Güripek vd., 2021:
278) gibi motivasyonlarla yiyecek içecek işletmelerine yönelir. Bu bağlamda yiyecek
içecek işletmeleri, bu beklentileri karşılayarak ekonomik hedeflerine ulaşmaya
çalışır. Her ne kadar belli bir ihtiyacı karşılamak ve buna bağlı olarak müşteri
memnuniyeti sağlamak rekabetin anahtarı olarak ifade edilse de işletmelerin
ve hatta endüstrilerin rekabet gücünü belirleyen çok farklı ve çeşitli unsurlar söz
konusudur.
Advances in tourism research depend on the development and validation of measurement scales using appropriate psychometric techniques. However, scale development practice is dominated by classical test theory, despite its limitations. A Rasch analysis of international travel service performance scales across demographic, customer experience and service provider sub-groups is provided. Scales generally show high reliability, little disordering of the thresholds, and no substantive effects where multidimensionality is present. Some items exhibit limited discriminatory power, local dependence and measurement bias. Measurement invariance violations are prevalent in temporal dimensions where travelers exhibit diverse customer experience profiles. Employee knowledge and safety attributes appear organization-specific. Ethnicity impacts on relational aspects; response behavior regarding personal space is gender specific. Standardized safety-related scales may be inadvisable when comparisons across age and education cohorts are required. Accounting for measurement invariance influences the average location of groups on the latent continuum, and in some cases substantive mean difference results.
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.
Destinasyondaki yeme-içme faaliyetlerinin zaruri bir ihtiyacın karşılanmasından öte turistik deneyimin bir parçası haline gelmesi, dikkatleri yeme-içme hizmetinin sunulduğu restoran ve kafelere yöneltmektedir. Bu nedenle, tüketicilerin gidecekleri restoran ve kafeleri tercih etme
nedenlerinin ve bu işletmelere ilişkin memnuniyet faktörlerinin belirlemesi büyük önem taşımaktadır. Alanyazındaki çalışmalarda “temizlik” sıklıkla tercih ve memnuniyet üzerinde etkili olan faktörlerden biri olarak ele alınmaktadır. Çalışmada Çanakkale ilindeki restoran ve kafeleri ziyaret eden tüketicilerin tuvalet temizliğine ilişkin algıları ölçülmeye çalışılmıştır. Araştırmanın evrenini Çanakkale il merkezinde restoran ve kafeleri kullanan tüketiciler oluşturmaktadır. Çalışmada örnekleme tekniği olarak kolayda örnekleme tercih edilmiş ve 01.08.2019-10.08.2019 tarihleri arasında internet üzerinden 401 anket toplanmıştır. Araştırma sonucunda tüketicilerin Çanakkale’deki restoran ve kafelerin tuvaletlerini orta düzeyde temiz olarak algıladıkları ve kadınların erkeklere kıyasla, orta yaş ve üstü olanların gençlere kıyasla, evlilerin ise bekârlara kıyasla tuvaletleri daha az temiz buldukları sonucuna ulaşılmıştır.
The current study aimed at identifying the impact of social media on the small business in the state of Kuwait. The study population consisted of all workers in small business, and they were (720) workers. A simple random sample consisting of (300) workers was selected and (208) were retrieved. The study was distributed according to demographic variables (gender, educational qualification, experience). The study concluded that there is a statistically significant impact of social media on promoting the products of small business in the State of Kuwait through a simple linear regression test. This result indicates that social media influences the positive and noticeable method of promoting small business products. The current study has reached a number of recommendations, the most important of which are: The importance of small and medium companies adopting social media in their activities, especially in marketing and promotion activities, and the and the need to form working groups specialized in social media in these projects to improve the effectiveness of promoting their products, and finally, inviting researchers to study social media and their impact on other marketing activities such as pricing, selling and marketing confidence, customer loyalty and satisfaction.
Restoranlar, geçmişten günümüze insan ihtiyaçları ve yoğun rekabet koşullarına ayak uydurabilmek için gelişip değişmektedir. Yiyecek içecek sektöründeki bu değişim ve farklılaşma sürekli bir biçimde kendini göstermekte olsa da; müşteri memnuniyeti sağlama ve sağlık koşullarına uygunluk son yüz yılda restoran işletmeleri de dâhil olmak üzere yiyecek içecek sektöründe önemini kat be kat hissettirmektedir. Restoranlar müşteri memnuniyeti sağlayarak piyasada avantajlı bir konuma geçmek istemektedirler. Müşteri memnuniyetini sağlamadaki önemli noktalardan biri de temiz bir yiyecek içecek hizmeti sunmaktan geçmektedir. Bu bağlamda yapılan çalışmanın amacı, müşterilerin restoran temizlik algılamalarını saptamak ve restoran temizlik algılarının tatmin düzeyleri üzerindeki etkisini incelemektedir. Araştırmada kolayda örneklem yöntemi kullanılarak, Mersin şehir merkezinde yaşayan ve araştırmaya katılmayı kabul eden 427 kişi örnekleme dâhil edilmiştir. Veriler 30 Mart-15 Nisan 2019 tarihleri arasında araştırmacı tarafından bırak topla ve yüz yüze görüşme yöntemleriyle toplanmıştır. Anket çalışmasının ardından çoklu sapan ve çoklu normal dağılıma uygunluk analizleri gerçekleştirilmiştir. Analizler sonucunda çoklu sapan değerlere sahip 28 gözlem verilerden çıkarılmıştır. Böylelikle 399 kişi ile analizlere başlanmıştır. Araştırma kapsamında betimleyici analizlerin yanı sıra açıklayıcı faktör analizi, fark testleri ve regresyon testi gerçekleştirilmiştir. Açıklayıcı faktör analizi sonucunda restoran temizliğinin sırasıyla; “restoranın içi”, “tuvalet”, “yemek”, “restoranın dışı”, “garsonun davranışları” ve “garsonun görünümü” olmak üzere altı boyutta algılandığı tespit edilmiştir. Diğer yandan, katılımcıların restoran temizliği algılamalarında cinsiyet, yaş, medeni durum, gelir, meslek, restorana gitme sıklığı, restoranda ödenen ortalama miktar, restorana birlikte gidilen kişiler, gidilen restoran türü, daha önce aşçı veya garson olarak çalışıp/çalışmama durumu açısından anlamlı farklılıklar tespit edilmiştir. Bununla birlikte, algılanan restoran temizliği ile müşteri tatmini arasında orta düzeyde (0,528) pozitif yönlü ve anlamlı bir ilişki saptanmıştır. Ayrıca yapılan regresyon analizi sonucunda algılanan restoran temizliğinin, müşteri tatmininin %27,8’ini açıkladığı görülmüştür. Elde edilen bulgular, restoran işletmecilerine ve araştırmacılara yönelik öneriler geliştirilmesini sağlamıştır.
Destinasyondaki yeme-içme faaliyetlerinin zaruri bir ihtiyacın karşılanmasından öte turistik deneyimin bir parçası haline gelmesi, dikkatleri yeme-içme hizmetinin sunulduğu restoran ve kafelere yöneltmektedir. Bu nedenle, tüketicilerin gidecekleri restoran ve kafeleri tercih etme nedenlerinin ve bu işletmelere ilişkin memnuniyet faktörlerinin belirlemesi büyük önem taşımaktadır. Alanyazındaki çalışmalarda “temizlik” sıklıkla tercih ve memnuniyet üzerinde etkili olan faktörlerden biri olarak ele alınmaktadır. Çalışmada Çanakkale ilindeki restoran ve kafeleri ziyaret eden tüketicilerin tuvalet temizliğine ilişkin algıları ölçülmeye çalışılmıştır. Araştırmanın evrenini Çanakkale il merkezinde restoran ve kafeleri kullanan tüketiciler oluşturmaktadır. Çalışmada örnekleme tekniği olarak kolayda örnekleme tercih edilmiş ve 01.08.2019-10.08.2019 tarihleri arasında internet üzerinden 401 anket toplanmıştır. Araştırma sonucunda tüketicilerin Çanakkale’deki restoran ve kafelerin tuvaletlerini orta düzeyde temiz olarak algıladıkları ve kadınların erkeklere kıyasla, orta yaş ve üstü olanların gençlere kıyasla, evlilerin ise bekârlara kıyasla tuvaletleri daha az temiz buldukları sonucuna ulaşılmıştır.
The paper presents a theoretical framework for evaluating service quality in travel agencies. It identifies eight factors influencing perceived service quality, namely: offered products, promotional and informational materials, office and equipment, ambiance, personnel, servicing process, correctness of issued travel documents, payment. The paper also presents some of the marketing activities which will help a travel agent to create a sustainable competitive advantage.
It is widely recognised that the tourist market is not homogeneous. Yet segment-specific satisfaction analysis has received inadequate attention both from researchers and managers. Focusing on tourists' dining experiences, this study investigated whether tourists could be grouped into distinct segments; whether the composition of variables determining customer satisfaction differed among the identified segments; and whether market segmentation strategy could contribute to more parsimonious satisfaction prediction models. Factor analysis was performed to determine dimensions that are likely to influence tourist restaurant selection and evaluations, whereas cluster analysis was employed to identify homogeneous groups of respondents. Multiple regression analyses were then employed to examine the relative importance of service dimensions in determining satisfaction judgments of each segment. Based on the analyses, five distinct dining segments were identified. Different sets of service dimensions appeared to affect satisfaction judgments. Greater variation in satisfaction was explained when analysis was undertaken at market segment level compared to aggregate market level. Management and marketing implications of the study are discussed.
Restaurant managers have recited the quality mantra and sought solace in satisfaction, but customers are motivated by value.
This study examines the importance of different wine bottle closures, such as natural cork, synthetic cork, and screw tops, in the retail purchase decision of wine by millennials and baby boomers. By segmenting consumers in this manner, it is possible to better understand their preferences and aid wine producers and retailers in directing their marketing and advertising efforts. The results of this study indicate that the type of bottle closure impacts the consumers purchase decision differently, depending on the type of purchase—whether for personal consumption, gift giving, or special occasion. Wineries and retailers of wine will find that closure type does impact consumer perceptions and its relevancy to market segmentation.
Males and females want different products and they are likely to have different ways of thinking about obtaining these. This study furthers an understanding of how gender affects consumers' approaches to decision making. The research used Sproles and Kendall's (1986) consumer styles inventory (CSI) on a sample of 358 German males and females. Although all seven German decision-making characteristics found in a previous German study could be confirmed for females, only four could be confirmed for males, raising the question of whether the CSI is equally valid for both genders. Tentative support was found for five new male factors, namely satisfying, enjoyment-variety seeking, fashion-sale seeking, time restricted and economy seeking. The results imply that the CSI has construct validity for females, but appears to be less valid for males. Copyright © 2004 Henry Stewart Publications.
Existing research suggests that, relative to males, females often are more concerned with the particulars of message claims when processing advertising messages. This research examines how males process messages, when gender differences in processing are likely to occur, and whether variance In either information availability (the extent of message encoding) or information accessibility (the richness of message encoding) is likely to mediate such differences. The findings suggest that whether gender differences in processing occur depends on the nature of the response task and the level of cue incongruity contained in the message. Differences in the accessibility of message cues and in the genders' likelihood of using alternative processing strategies seem likely to account for these findings. Copyright 1991 by the University of Chicago.
To fulfill its mission, Extension must develop programs that are relevant and high quality, and improve the lives of clients. Customer satisfaction surveys are used in Florida to collect data about these attributes. It is also important to understand how employee performance affects customer satisfaction. Our findings show that customer satisfaction was not significantly influenced by agent performance and that Florida Cooperative Extension benefits from the experience of its workforce. Given the importance of customer satisfaction as Extension's performance measure for the Florida Legislature, we suggest that administrators should emphasize customer satisfaction as a major factor in employee performance scores.
Provides managers with an empirically derived framework to help them assess the likely impact of any service quality initiative. Categorizes quality factors in terms of their relative importance and their effect on satisfaction and dissatisfaction. States that the study is based on an analysis of over 200 customer anecdotes of incidents in the UK banking industry and 100 interviews. Research suggests that certain actions, such as increasing the speed of processing information and customers, are likely to have an important affect in terms of delighting customers, however other activities, such as improving the reliability of equipment, will lessen dissatisfaction rather than delight customers. Suggests that it is more important to ensure that the dissatisfiers are dealt with before the satisfiers. Also suggests that there are two areas where banks could achieve a distinct advantage, genuine commitment and attentiveness by front-line staff. States that some other areas are not worth much attention and any time and money put into these areas might be better redirected elsewhere.
This study explored the dimensions of the physical environment of upscale restaurants to develop the DINESCAPE scale. Relevant literature in environmental psychology and marketing was reviewed, highlighting empirical and theoretical contributions. The procedures used in constructing and refining a multiple-item scale to assess DINESCAPE in the upscale restaurant setting are specified in this paper. Based on quantitative analyses, a six-factor scale was identified, consisting of facility aesthetics, ambience, lighting, service product, layout, and social factors. The reliability and validity of the scale and the factor structure are presented, along with potential applications of the scale.
Dining consumers determine which restaurants meet their quality and value standards. Restaurateurs who fail to measure up will soon see declining customer counts as guests switch to competing restaurants. “Dineserv” is proposed as a reliable, relatively simple tool for determining how consumers view a restaurant's quality. The 29-item Dineserv questionnaire comprises service-quality standards that fall into five categories: assurance, empathy, reliability, responsiveness, and tangibles. By administering the Dineserv questionnaire to guests, a restaurant operator can get a reading on how customers view the restaurant's quality, identify where problems are, and get an inkling of how to resolve them. Dineserv also provides restaurateurs with a quantified measure of what consumers expect in a restaurant. Those expectations are important, because unfulfilled expectations drive guests away.
This paper seeks to explore the domain of tangible quality construct; reviews the existing literature and then proceeds to develop a scale called TANGSERV for measuring tangible quality in food service industry. It captures ambient factors such as music and temperature; design factors such as location and seating arrangement; and product/service factors such as food presentation and food variety. Procedure used in constructing and refining a multiple-item scale is described. Moderately high factor loadings (between 0.725 and 0.799) and an a value of 0.76 suggests that scale is stable and reliable. Similarly, confirmatory factor analysis results show that factor loadings (between 0.660 and 0.830) are significant enough to claim convergent validity while a chi-square difference of 76.830 between fixed and freely estimated models provides an evidence of discriminant validity.
Using the decision- and experiential-oriented perspectives as theoretical guides, this article reported an empirical assessment of service quality in restaurant operations. We proposed and tested a conceptual model of service quality using structural equation modeling. Using data from a sample of 284 customers from two large full-service restaurants in southern China, we investigated the relationships of service quality, customer satisfaction, and frequency of patronage. The results supported the significant links between service quality and customer satisfaction, service quality and repeat patronage, but not customer satisfaction and repeat patronage. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations.
This study examines the differences between males and females concerning the relationship of subjective knowledge (SK), experience (EXP), and perceived product evaluation difficulty (DE). Using survey data, we test structural equation models (SEM) of the relationships between these three variables, in the context of four product categories. We verify, via confirmatory factor analysis, that EXP and SK are separate yet related constructs. We then test separate (m/f) SEM models, followed by multi‐group model analysis. A number of significant gender differences are revealed. For males, SK fully mediates the relationship between EXP and DE, whereas for females the latter is both directly and indirectly (via SK) related to EXP. Females' DE scores are higher than males in most of the product categories considered. Other observed gender differences, implications, and future research directions are discussed.
Résumé
Cette recherche examine les différences entre les hommes et les femmes concemant la relation entre la connaissance subjective (SK), l'expérience (EXP), et la difficulté d'évaluer dans la perception du produit (DE). Nous nous servons de données recueillies au cours d'une enquête pour tester les modèles d'équations structurelles des relations entre ces trois variables, et ce pour quatre catégories de produits. Grâce à l'analyse factorielle confirmatoire, nous montrons que l'EXP et la SK sont des concepts distincts mais corrélés. Notre étude nous permet de relever des différences notoires entre les hommes et les femmes. Pour les hommes, la relation entre l'EXP et la DE se fait par l'intermédiaire de la SK. Pour les femmes, la DE est reliée directement et indirectement (via SK) à l'EXP. Pour la plupart des catégories étudiées. la moyenne de la variable DE des femmes est supérieure à celle des hommes. L'article se penche également sur d'autres différences entre les hommes et les femmes, sur les conséquences de ces différences, et propose des pistes de recherche futures dans le domaine.
This study assesses the influence of sociodemographic variables on four distinct measures of environmental concern in a sample of 2,984 households in 19 metropolitan areas of the United States. In addition, the potential for regional interactions is investigated. Results of the study indicate that, while geographic region does not appear to have consistent additive effects, it does interact with other sociodemographic variables to influence environmental concern. These regional interactions draw attention to many of the problems involved with comparisons across studies and may shed light on what are often considered to be discrepant findings in the literature on environmental concern.
The objectives of the study were to investigate the relative importance of institutional DINESERV factors (i.e., food quality, atmosphere, service quality, convenience, and price and value) that affect customer satisfaction in the university dining facilities and to examine the influence of customer satisfaction on return intention and word-of-mouth endorsement. A web survey questionnaire was distributed to 4659 students at a public university in the Midwest from May 10–24 in 2005. Factor analysis, ANOVA, correlation analysis, and multiple regression analyses were used to analyze the data. The findings showed that all Institutional DINESERV Dimensions had a significant positive effect on overall customer satisfaction and revisit intention. Improving customer satisfaction, which results in increased return intention and positive word-of-mouth endorsement in university foodservice establishments, will in turn not only strengthen customer loyalty, but also improve the dining facility's reputation and generate greater revenue.
Consumers' attitudes have been shown to influence and predict behaviour. This review highlights the diverse consumer attitudes towards the safety of food. The diversity among consumers is based on a variety of factors, including demographics and socio-economic status. The relationship between consumer attitudes, knowledge and behaviour regarding food safety is also examined in this paper. It indicates that different attitudes do not necessarily lead to behaviours that increase the safety of the food consumed. It can be concluded that there exists the need for professional assistance for consumers regarding food safety issues.
Consumer segmentation in the wine industry takes on many forms: demographic, geographic, behavioral, and others. In the United States, one of the most promising new demographic segments is the Millennial or Echo Boomer segment, which is being targeted by many consumer industries due to its size and buying power. For the wine industry, this group currently fits the legal drinking age range of 21 to 28. This empirical study describes the perceptions and attitudes of 108 Millennials regarding wine and what the wine industry can do to better market to them in a responsible manner. Results indicate that there is a need for greater wine advertising to this group utilizing fun, social, and relaxed settings; more innovative packaging and labels; a focus on “value” wines; as well as taste enhancements and environmental emphasis. [EconLit citations: M310]. © 2006 Wiley Periodicals, Inc. Agribusiness 22: 307-322, 2006.
Typescript. Thesis (Ph. D.)--Oklahoma State University, 1995. Vita. Includes bibliographical references.
Americans spent about 46 percent of their total food budget on food away from home in 2002, up from 27 percent in 1962. Such foods tend to be less nutritious and higher in calories than foods prepared at home, and some studies have linked eating away from home to overweight and obesity in adults and children. Current nutrition labeling law exempts much of the food-away-from-home sector from mandatory labeling regulations. Because consumers are less likely to be aware of the ingredients and nutrient content of away-from-home food than of foods prepared at home, public health advocates have called for mandatory nutrition labeling for major sources of food away from home, such as fast-food and chain restaurants. This report provides an economic assessment of a food-away-from home nutrition labeling policy, including justifications for policy intervention and potential costs and benefits of the policy.
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Operators clean up image of restaurant rest rooms
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Mul-tivariate Data Analysis Quality as a Competitive Advantage of Travel Agents
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Consumer insights: the comfort zone
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Service suffers when your restroom is a toilet
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Wield a spatula and a mop
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Restroom cleanliness: the last detail
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Maintenance & sanitation: restrooms: bubble, bubble, toilets and trouble: scheduled cleaning controls odor and disease caused by bacteria
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Clean restaurant restrooms: do they indicate a clean kitchen?
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Tangserv: a multiple item scale for measuring tangible quality in food service industry
- Raajpoot
Straight flush: keeping a clean bathroom always leads to a winning hand
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How self-confidence and knowledge effects the sources of information selected during purchase situations
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Consumers scrutinize leading quick-service and casual dining Chains
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Nutrition labeling in the food-away-from-home sector: an economic assessment
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