Determinants and consequences of satisfaction with restaurant services

Abstract

The purpose of the present study is to empirically investigate the determinants and consequences of consumers’ satisfaction with restaurant services. A total of 121 undergraduate business students participated in this study. We found that perceived service quality had a significant impact on emotions and satisfaction. Additionally, emotions significantly affect satisfaction, which in turn, had a significant impact on behavioural intentions. Restaurant managers should monitor customers’ perceived service quality and make sure that it conveys positive emotions and reduces negative emotions in order to maximize customers’ satisfaction.