Overview

Original Research

AN EXAMINATION OF THE RELATIONSHIPS BETWEEN PHYSICAL ENVIRONMENT AND CUSTOMER SATISFACTION IN RESTAURANTS

Dr. AFAF D. ALMOALLEM 1, HUSSAM HABIS 2, SHAHAD HABIS 3, and SAEED QUTUB 4.

Vol 18, No 12 ( 2023 )   |  DOI: 10.5281/zenodo.10394435   |   Author Affiliation: PhD, Assistant Professor, Department of Industrial Engineering, University of Business and Technology, Jeddah, Saudi Arabia 1; Department of Industrial Engineering, University of Business and Technology, Jeddah, Saudi Arabia 2,3,4.   |   Licensing: CC 4.0   |   Pg no: 478-498   |   Published on: 11-12-2023

Abstract

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%.

Keywords

Restaurants’ Physical Environment, Customer Satisfaction, Facility Aesthetics, Table Setting, Layout.