AN EXAMINATION OF THE RELATIONSHIPS BETWEEN PHYSICAL ENVIRONMENT AND CUSTOMER SATISFACTION IN RESTAURANTS
This paper studies the main factors affecting restaurants’ customer satisfaction by examining the combination of the effects of physical environments in Saudi Arabia. Therefore, the present study raises interesting conclusions with significant theoretical and practical implications. By using a well-designed questionnaire as a measurement tool for this work, the sampling space is the casual dining restaurant community in Jeddah, Saudi Arabia. Twenty questions were listed in the questionnaire asking about the restaurants’ physical environmental factors such as lighting, facility aesthetics, table setting, and layout on customer satisfaction. Six different styles of restaurants were selected to conduct the survey. The results have been analysed and compared using different statistical software packages. The study found that Lighting is the essential factor for customer satisfaction by 76.1%, besides the importance of facility aesthetics, table setting, and layout, respectively. At the same time, the background music was the least important factor by 65.8%.
Restaurants’ Physical Environment, Customer Satisfaction, Facility Aesthetics, Table Setting, Layout.