How does the consumer choose a restaurant? An overview of the determinants of consumer satisfaction.

Autor: Zanetta LD; Universidade Estadual de Campinas, Faculdade de Ciências Aplicadas, Laboratório Multidisciplinar em Alimentos e Saúde, Limeira, Brazil., Xavier MC; Independent Marketing Researcher, Campinas, Brazil., Hakim MP; Universidade Estadual de Campinas, Faculdade de Ciências Aplicadas, Laboratório Multidisciplinar em Alimentos e Saúde, Limeira, Brazil., Stedefeldt E; Universidade Federal de São Paulo, Escola Paulista de Medicina, Departamento de Medicina Preventiva, São Paulo, Brazil., Zanin LM; Universidade de São Paulo, Faculdade de Medicina de Ribeirão Preto, Departamento de Ciências da Saúde, Ribeirão Preto, Brazil., Medeiros CO; Universidade Federal do Paraná, Departamento de Nutrição, Curitiba, Brazil., da Cunha DT; Universidade Estadual de Campinas, Faculdade de Ciências Aplicadas, Laboratório Multidisciplinar em Alimentos e Saúde, Limeira, Brazil. Electronic address: dtcunha@unicamp.br.
Jazyk: angličtina
Zdroj: Food research international (Ottawa, Ont.) [Food Res Int] 2024 Jun; Vol. 186, pp. 114369. Date of Electronic Publication: 2024 Apr 19.
DOI: 10.1016/j.foodres.2024.114369
Abstrakt: The failure rate of restaurants is high in many countries, primarily because of the complex relationships between services and customers. Therefore, improving restaurant customer experience is a significant challenge for entrepreneurs. This multi-dimensional experience encompasses several aspects that may or may not be related to food consumption. Many restaurant owners can avoid bankruptcy if they understand theories of service quality and the factors involved. The objective of this research is to identify and summarize known important factors that lead consumers to choose, patronize or be satisfied with a restaurant. The research question for this review is: What are the important factors that influence consumers (population) to choose, patronize, or be satisfied with a restaurant  (outcome)? Therefore, we conducted an integrative review to address this question. We included 111 studies and identified 117 factors/indicators related to consumer satisfaction and restaurant choices. First, we grouped these factors into four categories based on the Big Four restaurant attributes: atmosphere, food, service, and price & value. Four categories emerged based on consumer- and business-related aspects: behavioral intentions, values and beliefs, experiences, and companies. The "food" category is the most important factor in consumer choice and experience. However, the importance of this category may vary depending on the situation (e.g., lunch, dinner, weekends, weekdays) and should be carefully considered, as all categories were relevant but intricate. Such factors are associated with many positive outcomes, such as satisfaction, loyalty, brand love, patronization, and intent to visit and revisit.
Competing Interests: Declaration of competing interest The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper.
(Copyright © 2024 Elsevier Ltd. All rights reserved.)
Databáze: MEDLINE
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