Perceived quality and price: their impact on the satisfaction of restaurant customers

Marta Pedraja Iglesias · María Jesús Yagüe Guillén

225 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Patient Satisfaction in Healthcare

Abstract

The intensely competitive environment existing in the restaurant sector makes it vital that firms achieve customer satisfaction in order to survive in the long term. Obtaining customer satisfaction means that customers repeat the experienced service and that they become an effective and efficient communication resource, at no cost to the firm. Prominent among the antecedents that determine the level of customer satisfaction are perceived quality and total perceived price. The research carried out shows that perceived quality has a direct and positive impact on the level of customer satisfaction, while, contrary to what was expected, total perceived price does not influence that satisfaction.

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1992Measuring Service Quality: A Reexamination and Extension 1971The Theory of Buyer Behavior 1980Pricing: Making Profitable Decisions 1991Understanding Customer Expectations of Service 1991Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model

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