Examining customer perceptions of restaurant restroom cleanliness and their impact on satisfaction and intent to return

Abstract

ABSTRACTCompetition in the Canadian restaurant industry is unyielding. Restaurant cleanliness is one of the most important aspects when a customer evaluates restaurant quality and return intention. In particular, restaurant restroom cleanliness (RRC) is often considered the central factor that leads to overall perception of cleanliness. This study examined how RRC affects restaurant customers. Restroom appearance had the greatest impact on cleanliness followed by personal hygiene items. In addition, RRC impacted customer satisfaction and did not vary based on customer segmentation. However, older restaurant patrons were more likely to report RRC issues than younger patrons. The research demonstrates that RRC is an essential element to the success and viability of a food service operation and is an important aspect of academic research in foodservice operations. Future directions for both industry and academic research in this area are discussed.