Customer Satisfaction in a dining consumption in a restaurant

Running Head: MANAGEMENT
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Management
4/3/2019

MANAGEMENT
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Customer Satisfaction in a dining consumption in a restaurant
The report brings about the discussion on the aspect or topic of the assignment,
‘Customer satisfaction of dining consumption in a restaurant context in Australia’.
The purpose of the restaurants or industry is to provide the food and drinks, to the
customers around the world. In addition, the purpose of the Australian restaurants
has described in terms of need of fulfilment of human need of connection, thus
shaping the social relations with the individuals (Ting et al., 2019). Thus, the report
will conduct an analysis of the topic, given through using the four literature or
scholarly based articles highlighting the main aspects, themes, differences, or
limitations in the study. Hence, the discussion will consist of the major abstract of
four articles, and their analysis determining the customer satisfaction in dining
restaurant.
Summary of the articles
Service Clues Influence on customers’ dining restaurants in Fine dining
Restaurants
In context to the restaurant industry, it has been analysed that the customer
satisfaction, attitude, and perceived value towards the dining consumption is
important. The customer satisfaction is one major aspect in any restaurant or hotel,
and there are numerous factors, which tend to affect their satisfaction levels. These
factors may include good taste, values, restaurant cleanness, and the service. These
factors affect a customer, which further determines their loyalty towards visiting the
place. In context to the country, Australia has nearly 85,000 places to eat and around
22,000 restaurants (Sultan, Wong and Sigala, 2018).
The first article stated about the quantitative aspect of the assessment over the
restaurant industry within Australia. The authors, Garg& Amelia (2016) stated about
the aspects of customer satisfaction in the hotel or restaurant industry, stating that it
is the combined factor of physical atmosphere, employee performance, and food
excellence. As they have found through their survey using the data from
questionnaire that dining experience is significant for both, customers and

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restaurants. The data has obtained through a form of questionnaire surveying
around 150 respondents. The results of the survey included that the customer
satisfaction was major impact of the better food quality. Therefore, one major aspect
here was the food quality, which was emphasized (Ali, Kim and Ryu, 2016).
Impact of service and food quality on customer satisfaction among
generation Y for Fast food restaurant in Malaysia.
To summarise about the second article that provides a review of the service and
food quality significance within industry at Malaysia. Here, the authors stated
customers emphasized more on the aspect of cleanliness than the food quality to be
taken into consideration. Cleanliness of bathing area especially was more important
for them, as this found as one major problem in the dining consumption of the
Australian restaurants. Through this aspect, they understood that service quality is
more important than the food quality and it must be maintained (Ting et al., 2019).
The above discussion has stated about various studies i.e. quantitative, qualitative,
therefore, further discussion will be based on the application of the theory. In this
context, third article has used in context to the theory linked to the concept of
Customer satisfaction in the restaurant industry in Australia. CSAT is the customer
satisfaction theory, which is defined to be the key performance indicator, stating
about the level of customer satisfaction. The theory of customer satisfaction or buyer
behaviour has applied in the study. It was proposed in the 1950s to explain the
relationship between customer satisfactions in restaurants. Here, in this study the
focus has been on the participants or group, of customers within restaurants in
Malaysia (Garg and Amelia, 2016).
The study was conducted on various respondents or customers, around 450 in
number located in nine different places. The results of the survey revealed that the
customer’s expectation led to a major issue shaping their loyalty towards any
particular restaurant. Thus, study depicted the application of the theory of buyer
behaviour in context to the Australian restaurants. Hence, it mentions that higher the
quality of food service, higher is the perceived customer satisfaction level (Nguyen et
al., 2018).