Relative importance and combined effects of attributes on customer satisfaction

Ziqiong Zhang, Zili Zhang, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

11 Citations (Scopus)


Customer satisfaction with a service experience is often determined by several critical attributes. Prior studies have suggested that food, physical environment, and employee service impose an important effect on diners' satisfaction with restaurant services. Although much research has looked at the direct effect of these attributes individually, little is known about them when they are considered together. This study investigates the relative importance and combined effects of the determinants of customer satisfaction in China's hospitality industry. The results show that food taste, employee service, and physical environment (in that order) all significantly contribute to diners' satisfaction, and that one attribute may substitute for another attribute in the satisfaction formation process. Generally, humanic attributes (employee service) can effectively substitute for less humanic attributes (physical environment).
Original languageEnglish
Pages (from-to)550-566
Number of pages17
JournalService Industries Journal
Issue number6
Publication statusPublished - 1 Jan 2014


  • customer satisfaction
  • employee service
  • physical environment
  • service attributes

ASJC Scopus subject areas

  • Strategy and Management
  • Management of Technology and Innovation

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