Business, Management and Accounting
8 years ago

First-time diners value service speed, while regulars prioritize ambiance.

Total Quality Management & Business Excellence
Service quality evaluation: moderating influences of first-time and revisiting customers
Tsuang Kuo, Chih-Ta Chen, Wan Jung Cheng

Paper Summary

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The article explores how different factors affect customer satisfaction in restaurants, focusing on first-time and returning customers. The researchers used a model to compare service quality and customer expectations. They found that first-time customers care more about staff responsiveness, while returning customers value the dining atmosphere. This information can help restaurants improve their services and marketing strategies.