Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model

Purpose To determine the factors that explain customer satisfaction in the full service restaurant industry. Design/methodology/approach Secondary research and qualitative interviews were used to build the model of customer satisfaction. A structured questionnaire was employed to gather data and test the model. Sampling involved a random selection of addresses from the telephone book and was supplemented by respondents selected on the basis of judgment sampling. Factor analysis and multiple regression were used to test the model. Findings The regression model suggested that customer satisfaction was influenced most by responsiveness of the frontline employees, followed by price and food quality (in that…