Measuring Restaurant Patron's Perceptions and Expectations: An Importance-performance Analysis Using the DinEX Model

Keywords

casual-dining restaurant, DinEX, importance–performance analysis, restaurant attributes, service quality

Abstract

This pilot study analyzes the importance and performance of specific restaurant attributes presented in the DinEX instrument, which focuses on newer dimensions such as social connectedness. An importance-performance analysis was conducted using the attributes presented in the DinEX model to assess customers' expectations, and to analyze whether the performance of a specific casual-dining restaurant in the southeastern United States meets those expectations or not. A self-administered questionnaire was distributed and a sample of 209 respondents was obtained. Results show that food, service, and atmosphere are important attributes for customers, while social and health domains are not. Implications for practitioners and academics are discussed.

Publication Date

7-2-2015

Original Citation

Bufquin, D., Partlow, C. G., & DiPietro, R. B. (2015). Measuring restaurant patron's perceptions and expectations: An importance-performance analysis using the DinEX model. Journal of Foodservice Business Research, 18(3), 226-243

Number of Pages

226-243

Document Type

Paper

Language

English

Source Title

Journal of Foodservice Business Research

Volume

18

Issue

3

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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