Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage

TLDR

The model provides a reference framework for conceptualising and describing the effects of disconfirmation on individuals’ dining and post‑dining experience processes, integrating dining satisfaction research into a systematic body of knowledge. The article proposes a conceptual model that explains dining satisfaction and predicts post‑dining behavioural intentions. The article reviews existing consumer satisfaction research, evaluates its application to customer feedback, and outlines forthcoming parts detailing research design, analytical methods, and data analysis. The study concludes that dining satisfaction results from disconfirmation and that such satisfaction leads to repeat patronage.

Abstract

This article proposes a conceptual model that explains dining satisfaction and predicts post‐dining behavioural intentions. The model provides a reference framework for conceptualising and describing the effects of disconfirmation on individuals’ dining and post‐dining experience processes, and within which dining satisfaction research findings can be related, organised, and integrated to form a systematic body of knowledge. The resulting discussion reviews consumer satisfaction research to date and evaluates applications of the approach in customer feedback. The article concludes that disconfirmation theory has sufficient comprehensiveness by suggesting that dining satisfaction is a consequence of disconfirmation and that satisfaction with the dining event does lead to repeat patronage. Subsequent articles (Part 2) will report and explain the research design and analytical methods used in this study, and (Part 3) will report on data analysis and findings of the study.