Generational Perception and Satisfaction Differences Related to Restaurant Service Environment

ABSTRACT

The current study considers perception, satisfaction, and importance rating differences of aspects of the dining service environment in a casual-themed restaurant between members of three generations—baby boomers, Gen X, and millennials. The study also assesses the moderating role of generation on the relationship between satisfaction and repeat patronage intentions. Significant differences were found between generations related to satisfaction, importance ratings, and repeat patronage intentions regarding the overall dining service environment. The current study provides assessment of components of the DINESCAPE scale along with items from the DinEX scale related to social connectedness. Implications of the research are discussed.

KEYWORDS:

• DINESCAPE
• DinEX
• generation
• repeat patronage
• restaurant
• satisfaction
• service environment
• social connectedness