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Perceived quality and price: their impact on the satisfaction of restaurant customers

Marta Pedraja Iglesias (Assistant Professor in the School of Economics and Business Studies, University of Zaragoza, Zaragoza, Spain)
M. Jesus Yagüe Guillén (Professor, School of Economics and Business Studies, Autónoma University of Madrid, Spain)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 1 October 2004

Abstract

The intensely competitive environment existing in the restaurant sector makes it vital that firms achieve customer satisfaction in order to survive in the long term. Obtaining customer satisfaction means that customers repeat the experienced service and that they become an effective and efficient communication resource, at no cost to the firm. Prominent among the antecedents that determine the level of customer satisfaction are perceived quality and total perceived price. The research carried out shows that perceived quality has a direct and positive impact on the level of customer satisfaction, while, contrary to what was expected, total perceived price does not influence that satisfaction.

Keywords

Citation

Pedraja Iglesias, M. and Jesus Yagüe Guillén, M. (2004), "Perceived quality and price: their impact on the satisfaction of restaurant customers", International Journal of Contemporary Hospitality Management, Vol. 16 No. 6, pp. 373-379. https://doi.org/10.1108/09596110410550824

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited