Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth

Abstract

The objectives of the study were to investigate the relative importance of institutional DINESERV factors (i.e., food quality, atmosphere, service quality, convenience, and price and value) that affect customer satisfaction in the university dining facilities and to examine the influence of customer satisfaction on return intention and word-of-mouth endorsement. A web survey questionnaire was distributed to 4659 students at a public university in the Midwest from May 10–24 in 2005. Factor analysis, ANOVA, correlation analysis, and multiple regression analyses were used to analyze the data. The findings showed that all Institutional DINESERV Dimensions had a significant positive effect on overall customer satisfaction and revisit intention. Improving customer satisfaction, which results in increased return intention and positive word-of-mouth endorsement in university foodservice establishments, will in turn not only strengthen customer loyalty, but also improve the dining facility's reputation and generate greater revenue.