The relationships between food quality, service quality, perceived value for money, desires-congruence and self congruence on customer satisfaction and in turn lead to behavioural intentions and consumers' post purchase attitute in the restaurant industry

Abstract

Review of customer-satisfaction studies in restaurants (1980s-2009) shows that very little emphasis is placed on food, the core product in restaurants. At transaction-specific level, most studies examine service attributes rather than food-related attributes. At overall satisfaction level, most studies examine SERVQUAL dimensions which do not include an item related to food.