Influence of Dining Experiences on Customers’ Satisfaction and Loyalty in Fine Dining Restaurants in Abeokuta, Ogun State, Nigeria

Abstract

Influence of dining experiences on customers’ satisfaction and loyalty in fine dining restaurants was investigated with the aim of underscoring what attracts patrons most significantly to such restaurants and its impact on productivity of the restaurants. A total of 10 restaurants were purposively selected based on their kind of service delivery and location within Abeokuta, Ogun State, Nigeria. 20 patrons were selected using systematic sampling technique at each of the restaurants, giving to a total of 200 respondents. Data were obtained using a well-structured questionnaire and analysed utilizing simple percentages and Pearson correlation. Finings revealed that food quality and service quality have a significant (p = 0.031 and p = 0.003 respectively) influence on level of patronage at fine dining restaurant. It was discovered that there is no significant (p = 0.824) relationship between and physical environment and level of patronage at fine dining restaurant. The study concludes that, in fine dining restaurants the quality of food offered, and service rendered are significant determinants of customers’ satisfaction and predictor of customers’ loyalty. Restaurateurs should focus more on maintaining and/or improving food and service quality. However, physical environment should not be neglected because it also critical to fine dining experience.