Impact of Hotel Attributes, Service Quality and Brand Image on Customer Satisfaction Among Diners at a Fine Dine Restaurant- Evidences from India

Abstract

The hotel industry is contributing in a positive manner to the growth of the nation. With good opportunities in the field to earn profits, more players are emerging in the market. Satisfying customers is the key in making them revisit the restaurant and earn profits. This research intends to identify and test the impact of factors that lead to customer satisfaction in the hotel industry. Hotel attributes, service quality and brand image are identified as important factors and their effect on customer satisfaction among restaurant diners is explored. Questionnaire survey method was used for data collection from residents of a cosmopolitan town in India. Structural equation modelling (SEM) was used to analyse the data collected. Results indicate that the hotel attributes and service quality have a positive influence on customer satisfaction. Further analysis revealed that brand image partially mediates the relation between service quality and customer satisfaction.