A study on evaluating servicescape dimensions of fine dining restaurant toward customer’s emotion, satisfactions and loyalty / Franky Abo

The purpose of this study is to evaluate the effect of servicescape dimensions of fine dining restaurant toward customer’s emotion, satisfaction and loyalty. As we all know, fine dining restaurant is an exclusive place to dine but not many people are afford to dine with. For them price is not a matter but why they still come it’s just because of service quality, servicescape or may be the environment or brand name ofrestaurant, still being question. An empirical data were gathered from 200 respondents age 18 and above around Kuching via questionnaire to find out the factors most influence their emotion, satisfaction and loyalty. The questionnaire is self- administered and design but according to Likert Scale Technique. The Statistical Packages for the Sciences (SPSS) programme will be use to measure and analyze the data gathered. Also, the study findings suggest that customer emotion play dominant in explaining satisfaction and customer loyalty. Marketers would gain much by continuously monitoring customer’s perception ofrestaurant servicescape.