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Cited by 108Consumer Behavior and Marketing InfluenceCustomer Service Quality and LoyaltyCulinary Culture and Tourism

Customer restaurant choice: An empirical analysis of restaurant types and eating-out occasions

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Chua, Bee-Lia, Karim, Shahrim, Lee, Sanghyeop, Han, Heesup·2020·International Journal of Environmental Research and Public Health
DOI 10.3390/ijerph17176276PMC PMC7503372
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Abstract

This study investigated restaurant customers’ perceived importance of key factors in accordance with dining occasions and restaurant segments. Our investigation into restaurant selection and situational factors present two types of empirical evidence regarding customers’ choice of restaurant. First, menu price was customers’ top priority in restaurant selections for full-service, quick-casual, and quick-service restaurants. Second, restaurant customers rated the importance level of restaurant selection criteria differently according to eating-out occasions. The importance of menu price was greatest for both quick meal/convenience and social occasion, brand reputation was the most important factor for business necessity, and word-of-mouth recommendation was greatest for celebration.

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  • Service quality in restaurants is assessed across responsiveness, reliability, assurance, empathy, and tangibles.

    “Scholars generally assess it across several interrelated dimensions: the responsiveness of staff, the reliability of food and beverage delivery, the assurance customers feel regarding food safety and staff competence, the empathy shown toward individual guest needs, and the tangible cues embedded in the physical environment and presentation of the establishment (Chua et al., 2020).”

    From Restaurant Service Quality in Relation to Customer Satisfaction (2026) · cites this paper as Chua et al., 2020

    Section 2.1 (page not supplied) says the study excluded service quality from its restaurant-selection factors; section 2.3 discusses food, service, and physical environment as broad attributes. Searches for SERVQUAL, empathy, and the five named dimensions found no passage describing the claimed framework for assessing restaurant service quality. (LLM, conf=0.76)

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  • Hospitality service's lead over the other four customer satisfaction constructs is the widest margin observed in either table, suggesting that warmth and attentiveness in staff interactions is the single most distinguishing driver of satisfaction in this sample.

    “First, hospitality service's lead over the other four constructs is the widest margin observed in either table, suggesting that warmth and attentiveness in staff interactions is the single most distinguishing driver of satisfaction in this sample.”

    From Restaurant Service Quality in Relation to Customer Satisfaction (2026) · cites this paper as Chua et al., 2020

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  • Restaurant Service Quality in Relation to Customer Satisfaction

    Cabanday, F., & Estrosas, J. L. (2026) · The International Review of Multidisciplinary Research · doi:10.67167/vertex.656

    “This aligns with the well-documented importance of attentive staff interactions in shaping a positive dining experience: when customers feel genuinely cared for, they are more inclined to return and recommend the establishment to others (Chua et al., 2020).”
    Influential

Authors
Chua, B.-L., Karim, S., Lee, S., & Han, H.
Affiliations
  • Universiti Putra Malaysia (MY)
  • Keimyung University (KR)
  • Sejong University (KR)
Corresponding author
Han, Heesup
ORCID
Venue
International Journal of Environmental Research and Public Health
Publisher
MDPI AG
Published
2020-08-28
Volume
17
Issue
17
Pages
6276
ISSN
1660-4601 (ISSN-L)
DOI
10.3390/ijerph17176276
PMC
PMC7503372
OpenAlex
W3081615159
Cited by
108
References
5
Citations by year
2026: 17 · 2025: 18 · 2024: 30 · 2023: 23 · 2022: 16 · 2021: 4
FWCI
11.09
Type
journal article
Language
en
Open access
Licence
Locations
  • International Journal of Environmental Research and Public Health (publishedVersion, cc-by)
  • PubMed Central (publishedVersion, cc-by)
  • PubMed (publishedVersion)
  • Universiti Putra Malaysia Institutional Repository (Universiti Putra Malaysia) (acceptedVersion)
  • RePEc: Research Papers in Economics (submittedVersion)
  • DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion)
Funders
This study was supported by GP-IPM research fund, Universiti Putra Malaysia, Malaysia. (.)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Life Sciences › Agricultural and Biological Sciences › Food Science › Culinary Culture and Tourism
Keywords
restaurant choice, restaurant type, menu prices, brand reputation, word-of-mouth recommendation, fast food restaurants, full-service restaurants, customer selection criteria
MeSH terms
Choice Behavior, Commerce, Consumer Behavior, Humans, Restaurants, Meals

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