How Restaurant Features Affect Check Averages: A Study of the Toronto Restaurant Market
MetadataShow full item record
Susskind, Alex M.; Chan, Edwin K.
[Excerpt] Full-service restaurants are under more pressure than ever, in part because the restaurant business has seen strong growth in the home-meal- replacement concept in recent years. Given the tumultuous competition in the restaurant business, we examined the underlying determinants or drivers of a successful full-service restaurant operation. In particular, we wanted to discover what restaurant attributes improve customers’ ratings of a restaurant and, more to the point, boosted check averages. This investigation focused on three specific questions: (1) What restaurant features matter the most to consumers in their dining experiences?, (2) What does it take to be the best in consumers’ eyes?, and (3) To what extent do high consumer ratings predict a high check average? To answer those questions we present a multi-stage analysis of the relationships among restaurants’ operational characteristics and amenities and the consumers’ perceptions of restaurant quality, and, in turn, the relationship between consumers’ perceptions of their restaurant experience and operators’ reports regarding their check averages.
restaurant operation; average check; service quality; Toronto; case studies
Required Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.