BMO 6630: Analysis of Consumer Satisfaction in the Restaurant Industry

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Literature review

BMO 6630 : Business Research Methods
Assessment 01 : Articles Collection &Structured Abstract
The respective assignment is based on a structured abstract in which an abstract is
constructed on the topic named "Consumer satisfaction about a dining business”. The
abstract is based on the views extracted from four different articles composed by (i) Yong
Joong Kim, David Njite and Murat Hancer (ii) Abel Duarte Alonso, Martin O'Neill and
Michelle O'shea (iii) Carol Lu, Celine Berchoux, Michael W and Marek, Brendan Chen (iv)
Raja Irfan Sabir, Muhammad Irfan, Akhtar, Naeem, Muhammad Abbas Pervez and Asad ur
Rehman.
A summary of the articles
Kim, Njite and Hancer, (2013) the concerned article has helped in proposing a theoretical
framework. The theory as presented by the author of the article is based on the theory of
planned behaviour (TPB) model. The proposed model will help in understanding the
intentions of the consumers in regards to the selection of the restaurant. The model will help
in judging the decisions of the consumers and evaluating them by their preferences and
intentions. The information availed from the respective model will help in the growth of the
restaurant and will likewise help in enhancing the scope of consumer satisfaction.
Duarte et al., (2013) the article is based on a quantitative approach in which the preferences
of consumers are judged with the help of qualitative research method viz. Questionnaire. The
study was constructed among 277 consumers based in the United States. The preferences or
decisions of the consumers were based on the quality and type of food provided to them by
the restaurants.
Lu et al., (2015) the article is based on the qualitative approach. The primary objective of the
article is to predict regarding the understanding among the managers of the luxury hotels and
in their potential consumers. The article will help in concluding the nature and behaviour of
consumers towards the services offered to them in luxury hotels.
Sabir et al., (2014) the article helps in highlighting the significant features of consumer
satisfaction in the hospitality business. The article is incorporated with some concepts that are
needed to be evaluated to understand the process of consumer satisfaction.
Common Findings
The selected articles are based on judging the importance of consumer satisfaction in the
operations of the activities of the hospitality-oriented firms Lu et al., (2015). With the
satisfaction of the consumers the restaurants will not be able to grow in this modern market
and will not be able to enhance their sales Lu et al., (2015). Some different approaches are

applied in all of the articles for analysing the importance of consumer satisfaction for the
growth and sustainability of restaurants Duarte et al., (2013).
Different Findings
The articles that are selected for the respective assignment are based on different theories and
approach. An article which is proposed by Kim, Njite and Hancer, (2013) has helped in
proposing a model that will help in understanding the decision power of the students. Aside
to this the article proposed by Duarte et al., (2013) and Lu et al., (2015) have used qualitative
and quantitative approach for assessing the preferences of the consumers regarding the
quality, price and type of food and services provided in the hotels Duarte et al., (2013).
Study limitations in different articles
Kim, Njite and Hancer, (2013) in this literature the primary limitation is that it is based on
ecological behaviour of the consumers that are the part of the sample provided by the
university. Hence the research will not be proved effective at a macro level. More attractive
results can be drawn if the samples were collected from a random audience.
Duarte et al., (2013) in the study the most impactful limitations is that the researcher has used
a longitudinal approach in collecting the data, and therefore it hampered the efficiency of data
collection. Aside to this, only a single site is used by the author to collect the data; hence the
data as collected will not help in drawing the most effective result.
Lu et al., (2015) the only limitation of this study is that the data collected in this study is
based on marketing communications theory. Hence the data collected can be affected by
biases caused due to the goodwill of the hotel or its brand name. Due to the advertisement,
the data cannot be considered a reliable source for the research.
Sabir et al., (2014) the method of evaluating data as used in this article is outdated and will
not resist in this modern world. This is the most impactful limitation conjectured in this
study.
Future research proposed in different articles
Kim, Njite and Hancer, (2013) in future the author will try to conduct more effective research
programmes for evaluating the effectiveness of their model. The general public will be
reached to derive more effective results out of the model.
Duarte et al., (2013) in future the researchers will try to broaden the scope of their research.
They will try to reach new markets that too in rural areas. With the help of this, the
researchers will be able to understand the preferences of the consumers existing in rural
areas. The data will be collected by using more effective and reliable resources, and that will
help in boosting the reliability of the result.

Lu et al., (2015) in future the researchers will try to adopt another mode of collecting the data
and will try to target a section of society to determine their result. The authors will try to
enhance the reliability and stability of their data collection method to enhance the efficiency
of the result.
Sabir et al., (2014) in future the author will try to select a different method for judging the
taste and preferences of the consumers. The method that was utilised for collecting the data
was outdated, and hence a new data collection or evaluating method will be utilised in the
future study.

References
 Duarte Alonso, A., O'neill, M., Liu, Y. and O'shea, M., 2013. Factors driving
consumer restaurant choice: An exploratory study from the Southeastern United
States. Journal of Hospitality Marketing & Management, 22(5), pp.547-567.
 Kim, Y.J., Njite, D. and Hancer, M., 2013. Anticipated emotion in consumers’
intentions to select eco-friendly restaurants: Augmenting the theory of planned
behavior. International Journal of Hospitality Management, 34, pp.255-262.
 Lu, C., Berchoux, C., Marek, M.W. and Chen, B., 2015. Service quality and
customer satisfaction: qualitative research implications for luxury
hotels. International Journal of Culture, Tourism and Hospitality Research, 9(2),
pp.168-182.
 Sabir, R.I., Irfan, M., Akhtar, N., Pervez, M.A. and ur Rehman, A., 2014. Customer
satisfaction in the restaurant industry; examining the model in local industry
perspective. Journal of Asian Business Strategy, 4(1), p.18.