The first impression in a fine-dining restaurant. A study of C Restaurant in Tampere, Finland

Amelia, María; Garg, Anshul

doi:10.1515/ejthr-2016-0012

Cited by 11 publications

(12 citation statements)

References 24 publications

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“…They acknowledge that satisfaction is the final state of psychological process. Amelia and Garg [24] stated that the first impression is the one of the main considerations along with the quality and correctness of the served food and the gentleness of the staff in service. In university cafeterias, students make up the majority as users' satisfaction of institutional food services; thus, campus food service is becoming popular and important [3,18,19,22].…”

Section: Literature Reviewmentioning

confidence: 99%

The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment

Serhan

2019

International Journal of Food Science

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The purpose of this study was to determine different food service attributes that have an impact on customers’ overall satisfaction at a rural university cafeteria. Over 5 weeks, 676 cafeteria users, including academics, staff, and students, were selected through convenience sampling. They completed an anonymous-designed survey with closed questions (n=29) assessing quality of food and beverages, quality of service and setting, and satisfaction with food service attributes. In order to measure the existence and degree of significant relationships between different research variables, Pearson correlation coefficients were employed to analyse the data. Means of scores and frequencies were calculated. Results indicated that customers’ satisfaction with different service attributes was above average. All service attributes had a significant and positive effect on the overall satisfaction. Since most customers (62.9%) would like to continue eating at the cafeteria, the most common improvements suggested to the university management included among others, improving diet quality by offering more nutritious food. Gaining insight into the different food service attributes can enable the university management to meet the needs and expectations of its academics, staff, and students in order to increase their confidence in the food provided.

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Section: Literature Reviewmentioning

confidence: 99%

The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment

Serhan

2019

International Journal of Food Science

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“…The fundamental idea of customer satisfaction was at first seen as a decent indicator of customer's future purchase intentions. Amelia and Garg (2016) noted that first impression is one of the main considerations along with the quality of food, waiting time for the food being served, correctness of the food served, and politeness and alertness of restaurant staff. Comfortable seating and dining area and restaurant ambience had significantly affected the customers' intention to return to the restaurant.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Exploring customer satisfaction with university cafeteria food services. An empirical study of Temptation Restaurant at Taylor’s University, Malaysia

Garg

Kumar

2017

European Journal of Tourism, Hospitality and Recreation

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This study investigates the link between the different service characteristics that have an influence on customer satisfaction in university cafeteria food services. A conceptual model comprising of different variables like food and beverage quality, service quality, food choice, price and value equality, and ambience were studied for customer satisfaction to explore the relationship among them. This study examined how dining experiences influence the satisfaction and loyalty of both non-mature (students) and mature (staff) customers, in order to find their similarities and differences within the context of university cafeteria services. The study was conducted at Taylor's University in Malaysia by using a quantitative research approach, and 231 students and 63 staff members of the university participated in the study. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both students and staff who dined at the university cafeteria. It could be concluded from the results that the influence of price offered at the university cafeteria had a significant effect on respondents' loyalty. The result of this study offers a direction towards better the services and facilities, which lead to an increase of the competitive influence of the restaurant business in the marketplace.

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“…For first-time guests in the hotel, poor security could undermine their satisfaction level and the chances of the hotel getting repeat business from them even though they have no previous experience with the hotel (Högnäs, 2015). The negative impact of a poor first impression could be damaging to the service quality of a hotel, as identified in previous studies (Högnäs, 2015;Amelia & Garg, 2016). It should be understood that poor security could affect the guest's first impression, as Högnäs (2015, p. 8) wrote: 'the first impression of a hotel experience is affected by many things such as surroundings, interior, and employees, ' and that 'previous experiences and expectations also affect the total perceived service quality' (p. 13).…”

Section: Resultsmentioning

confidence: 59%

Security Challenges for the Hotel Industry: Implications for Selected Hotels in Owerri, Nigeria

Nwokorie

Igbojekwe

2019

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This study investigates the security challenges of ten selected hotels in the metropolis of Owerri, Nigeria, and the effect on guest loyalty. A survey was conducted on 154 respondents using a structured instrument to elicit responses regarding the various physical, personnel, and system security aspects of the hotel industry. Relationships between the consequent variables were determined using the Pearson correlation coefficient. The result indicated a weak positive correlation (r 2 = 0.270) between security conditions and guest patronage (p ≤ 0.01) while a weak positive correlation (r 2 = 0.086) was also identified between perceived guest security and the availability of informal businesses (p ≤ 0.281) in the hotel. A lack of security collaboration among hotels located in the area, inadequate emergency exits, and poor internal security were also indicated. The study recommends a balance between the provision of adequate security and guest privacy, bearing in mind the aggravation guests may feel in the event of an invasion of privacy.

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The first impression in a fine-dining restaurant. A study of C Restaurant in Tampere, Finland

Cited by 11 publications

References 24 publications

The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment

The Impact of Food Service Attributes on Customer Satisfaction in a Rural University Campus Environment

Exploring customer satisfaction with university cafeteria food services. An empirical study of Temptation Restaurant at Taylor’s University, Malaysia

Security Challenges for the Hotel Industry: Implications for Selected Hotels in Owerri, Nigeria

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