Rathnasiri Mananage Shanika Hansini, Kumar Pawan, Aggarwal Bindu, Nair Kiran, Dewasiri Narayanage Jayantha
Department of Marketing Management, Faculty of Management Studies, Sabaragamuwa University of Sri Lanka, Belihuloya, Sri Lanka.
Mittal School of Business, Lovely Professional University, Phagwara, India.
PLoS One. 2025 Apr 4;20(4):e0319948. doi: 10.1371/journal.pone.0319948. eCollection 2025.
The emergence of the food service industry is among the most promising sectors that open many great opportunities for its development. Restaurants are also a part of the world's economy. This is reflected in the increasing demand for high-quality, upscale dining experiences. The restaurant industry is well-positioned for future growth. However, few researchers have explored the impact of restaurant attributes on overall customer satisfaction and behavioural intentions in the context of fine dining restaurants. This study investigates how restaurant attributes influence overall satisfaction and behavioural intentions in an emerging economy such as India. To explore this relationship, we adopted the Stimulus-Organism-Response (SOR) theory proposed by Mehrabian and Russell (1974) [1]. The results show that restaurant attributes can lead to higher customer satisfaction rates, benefiting the industry. Restaurant attributes also play an essential role in creating a positive customer dining experience. Restaurant attributes help provide thoughtful customer service, such as assisting with menu items, remembering customers' names, or providing helpful suggestions, which can also show customers that they are valued.
食品服务行业的兴起是最具潜力的领域之一，为其发展带来了诸多绝佳机遇。餐厅也是世界经济的一部分。这体现在对高品质、高档餐饮体验的需求不断增加上。餐饮行业具备良好的未来增长态势。然而，在高档餐厅的背景下，很少有研究探讨餐厅属性对整体顾客满意度和行为意图的影响。本研究调查了在印度这样的新兴经济体中，餐厅属性如何影响整体满意度和行为意图。为了探究这种关系，我们采用了梅拉比安和拉塞尔（1974年）[1]提出的刺激-机体-反应（SOR）理论。结果表明，餐厅属性能够带来更高的顾客满意度，对该行业有益。餐厅属性在创造积极顾客用餐体验方面也起着至关重要的作用。餐厅属性有助于提供贴心的顾客服务，比如协助选择菜品、记住顾客姓名或提供有用建议，这也能让顾客感受到自身的价值。
