Attributes Associated with Customer Satisfaction in Fine Dining Restaurants and their ‘Zones of Tolerance’
Gunaratne, Asoka; Wilson, Gregory; San Diego, Jojo
Citation:Gunaratne, A., Wilson, G., and San Diego, J. (2012). Attributes Associated with Customer Satisfaction in Fine Dining Restaurants and their Zones of Tolerance. Proceedings of the Australian & New Zealand Marketing Academy Conference (ANZMAC). 3-5 December, Adelaide, Australia.
Permanent link to Research Bank record:http://hdl.handle.net/10652/2144
This study identifies the attributes of fine dining restaurants that are associated with customers expressing satisfaction with fine dining restaurants. Data was gathered using an online questionnaire. The sampling frame provided by Entertainment Book New Zealand yielded responses from 743 members who visited fine dining restaurants at least once a month. Frequencies, paired sample t-tests, and multiple regression were used to analyse the data. The results of the regression analysis identified seven predictors of overall customer satisfaction. Five attributes with narrow ‘zones of tolerance’ were detected. The findings suggest there is the potential to utilise the ‘zone of tolerance’ concept to develop strategic interventions that will enhance customer satisfaction in fine dining restaurants.