The Vital Components of Restaurant Quality that Affect Guest Satisfaction

Nowadays, the trend of dining in restaurants has become quite prominent in Serbia. Frequent restaurant visits are not only the reflection of satisfying hedonistic needs, but also the result of increasing number of single-person households as well as adjustment to the European business hours.In an increasingly competitive environment, restaurants must be focused on guests using marketing concepts that identify their needs thus leading to their satisfaction and increased retention. Service quality is fundamental component which produce higher levels of guest satisfaction, which in turn lead to higher sales revenue.The main purpose of this study was to examine the quality dimensions that affect guest satisfaction in restaurant industry. Food and beverage quality, the quality of service delivery, physical environment and price fairness are analyzed as a key components of restaurant experience. The results could be helpful tool for restaurant managers to invest their resources more efficiently, making changes to crucial quality attributes that elicit the guests' satisfaction level. A management approach focused on guest satisfaction can improve restaurant business performance.