Paradigm of the Study
Customer Perception and Satisfaction of Buffet Restaurant in Olongapo City
The conceptual framework (see Figure 1), which aims to examine the predictive ability as well as the nature and strength of relationship between demographic profile of respondents, customer satisfaction and loyalty intentions. All constructs were conceptualised to fit better into the current study setting. Based on the original view of Parasuraman, Zeithaml and Berry (1985), service quality was conceptualised as a function for the differences between expectation and performance along with restaurant attributes such as food quality, service transaction, environment, convenience issues, and its overall images. Next, customer satisfaction has been conceptualized in this study as the patrons’cumulative post-purchase affective evaluation based on the most recent services consumption experience at the restaurant. Lastly, the repatronage intention construct has been conceptualized as a customer’s likelihood of revisiting the restaurant during the coming month by adopting the definition of Hellier et al. (2003).
Please join StudyMode to read the full document