This study tested a model of customer satisfaction for the restaurant industry using the transaction-specificframework.
The results suggest that our model satisfactorily explains customer satisfaction and that full service restaurant owners and managers should focus on three major elements – service
quality (responsiveness), price, and food quality (or reliability) – if customer satisfaction is to be treated as a strategic variable and enhanced.
From the results, it was determined that the “responsiveness” dimension of service quality was most important to customers.
This multiattribute dimensiontraining programs that encourage employees to instill this dimension of service quality.