An examination of the antecedents and consequences of customer satisfaction

This study investigates the relationships between customer satisfaction, service quality and overall attitude. To this end, two conceptual frameworks and ten hypotheses are tested using structural equation modelling. The data are collected in a restaurant setting using a convenience sampling procedure. The findings indicate that the evaluation of service quality leads to customer satisfaction, and satisfaction rather than service quality is a better reflection of overall attitudes. Also, desires congruence and ideal self-congruence are found to be antecedents of customer satisfaction.