This is a short presentation of my Master's Thesis which examined the relations between restaurant experience, customer satisfaction and customer loyalty.

1. GRADU
LAURI PERMANTO | 31.8.2014

2. PURPOSE was to examine
how restaurant experience
affects customer satisfaction
and customer loyalty.

3. RESTAURANT EXPERIENCE"
A perception produced when
humans consolidate sensory
information about a specific
service encounter in a
sit-down restaurant.

4. CUSTOMER SATISFACTION"
A customer’s feelings of
pleasure or disappointment
that results from comparing
the perceived service
performance to the expected
service performance.

5. CUSTOMER LOYALTY"
An intended behavior related
to the product or service.

6. Employee
Service
(ES)
Food Quality
(FQ)
Physical
Environment
(PE)
Intention to
Recommend
(CL2)
Customer
Satisfaction
(CS)
Intention to
Repurchase
(CL1)
H1! H2!
H3! H7!
H8!
H9!H5!
H4! H6!
RESTAURANT EXPERIENCE

7. FOOD QUALITY"
= taste + temperature + appearance

8. PHYSICAL ENVIRONMENT The
place in which the service is
delivered and where the firm
and customer interact, and
any tangible components
that facilitate performance or
communication of the
service.

9. EMPLOYEE SERVICE
Responsiveness of the
frontline employees. Service
employees’ behavior and the
experiences their behavior
creates for customers.

10. CASE

12. FINDINGS

13.
Variable
Min
Max
Mean
Std.
Devia2on
N
FQ-­‐Food
Quality
4.25
7.00
6.29
.62362
121
PE–Physical
Environment
3.56
7.00
6.08
.57354
121
ES–Employee
Service
3.29
7.00
6.34
.70377
121
CS–Customer
SaFsfacFon
7.75
10.00
8.98
.64870
116
CL–Customer
Loyalty
3.00
7.00
6.44
.77936
120

14. Theoretical IMPLICATIONS
• customer satisfaction and customers’
intentions to recommend are affected
most by food quality and employee
service.
• customers’ intentions to repurchase
are affected significantly by employee
service and physical environment.

15. Managerial IMPLICATIONS
1. If the primary goal of a sit-down
restaurant is to improve their
customers’ satisfaction levels, the
restaurant might want to concentrate
on improving the customers’
perceptions of food quality and
employee service.

16. Managerial IMPLICATIONS
1. If the main goal is
2. If the main goal is to ensure repeat
purchases, it might be a good idea
to concentrate not only on employee
service but also on physical
environment.

17. Managerial IMPLICATIONS
1. If the g
2. If
3. If a sit-down restaurant wants to
increase positive word-of-mouth,
they might want to concentrate on
improving the perceptions of food
quality and employee service.

18. ?

19. IF NOT…

20. THANKS!