Article detail · 1998
Customer-Satisfaction Measurement
Journal
Cornell Hotel and Restaurant Administration Quarterly- Year
- 1998
- Type
- article
Data source split
- YÖKSİS venue Cornell Hotel and Restaurant Administration Quarterly
- OpenAlex OpenAlex enrichment (abstract, citations, topics)
Abstract
OpenAlex · English
A study of more than 400 restaurant patrons allowed a comparison of the validity and reliability of six approaches to measuring customer satisfaction. Four different questionnaires asked respondents about their expectations and the restaurant's performance in conjunction with those expectations. Some of the questionnaires also asked diners to rate the relative importance of certain restaurant attributes. The results indicated that an approach based on measuring “performance only” achieved the most validity and reliability. In contrast, attempting to measure customer satisfaction as a difference score between customers' prior expectations and the restaurant's perceived performance was the least reliable measure of satisfaction. Furthermore, the study identified substantial operational difficulties in administering gap-based surveys in a restaurant-notably, the problem of having to test for expectations before the meal and then test again for performance afterward. The findings of the study also suggest that weighting a performance or disconfirmation score by its importance does not bring about any substantial increase in predictive ability, although the information thus derived may be otherwise useful.
Topics
Citations
OpenAlex cited_by_count. Not a WoS or Scopus citation count; those sources have no separate column here.
134 citations
OpenAlex cited_by_count (cache / database)
17 publications in the local catalog that cite this work (OpenAlex reference match; not the full global list).
- Measurement of tourist satisfaction with restaurant services: A segment-based approach 2003
- The Expectancy-Disconfirmation Paradigm: A Critique 2001
- Postcards as affective image makers An idle agent in destination marketing 2007
- Relationships Among Tourist Profile Satisfaction and Destination Loyalty Examining Empirical Evidences in Antalya Region of Turkey 2012
- Relationships Among Tourist Profile Satisfaction and Destination Loyalty Examining Empirical Evidences in Antalya Region of Turkey 2012
- Relationships Among Tourist Profile Satisfaction and Destination Loyalty Examining Empirical Evidences in Antalya Region of Turkey 2012
- Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part One 2001
- Customer Expectation, Satisfaction and Loyalty Relationship in Turkish Airline Industry 2014
- Customer Expectation, Satisfaction and Loyalty Relationship in Turkish Airline Industry 2014
- Comparative performance analysis: Tourists’ perceptions of Turkey relative to other tourist destinations 2001