Restaurant Customers’ Perceptions of Noise and Their Satisfaction and Loyalty Behaviors

Keywords

ambient noise, restaurant atmosphere, guest satifsfaction customer loyalty

Abstract

This exploratory study expands the current literature on servicescapes by examining the total noise environment in restaurants and the impact of ambient noise levels and general restaurant attributes on customer satisfaction and loyalty behavior, defined as the customer's willingness to return to a restaurant and motivation to recommend it. The researchers surveyed guests at one casual dining restaurant in the Southwestern United States. The results showed that services, physical attributes, and quality of food and beverage had significant impact on overall satisfaction, overall atmosphere, and loyalty behaviors. Noise level factors such as effects of noise and appropriateness of noise levels, influenced overall satisfaction, but not loyalty behaviors.

Publication Date

11-5-2013

Original Citation

Raab, C., Zemke, D., Hertzman, J., Singh, D. (2013). Restaurant.Customers’ Perceptions of Noise and Their Satisfaction and Loyalty Behaviors. International Journal of Hospitality & Tourism Administration, 14(4), 398-414.

Number of Pages

398-414

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality and Tourism Administration

Volume

14

Issue

4

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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