
Though the increase in the number of restaurants annually is deemed unquestionable, there has been scant literature in assessing the overall dining experience of the customers. Much literature has studied the effects of food quality, service quality, and physical environment to customer satisfaction. These are seen as the direct driving force to customer satisfaction but as the competition gets tougher, a geat deal of effort must be set to see the other factors – direct or indirect – that affect customer satisfaction. This conceptual paper contributes by including price fairness and social interaction in the picture. Thus, creating the experiential dining – ExpeDine scale – that incorporates all five dimensions aforementioned. The thorough review of the previous studies and landmark studes related to food service industry gices the study its strength in filling up the gap that these studies have not included throughout the years. Theories that related with ExpeDine are also explored to give light on how this new model could be useful to restaurants. Construct such as disconfirmation and behavioral intention are entrenched to associate it with ExpeDine scale. The main theoretical contribution of this conceptual paper is the creation of DinEx Model which incorporates.
Jan Racky A. Masa
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