Sample Number Percent Number of questionnaires distributed Return questionnaires Incomplete questionnaires Total usable response

Number 220 155 27 131

Percent 100 71% 10% 60%

Variable How often do you dine out? Once a week Twice a week Once a month Twice a month First timer Others
How do you hear about a restaurant?

Frequency Percentage 4 1 21 8 69 23 0 3 4 2 91 8 9 6 13 31 81 23 34 40 2 30 16 28 13 5 7 8 7 30 2.80% 1.50% 16.10% 6.40% 52.80% 20.40% 5% 2.10% 3.60% 1.30% 70.40% 6.70% 6.70% 4.80% 9.90% 23.70% 61.40% 18.00% 26.20% 30.80% 1.50% 23.40% 16.10% 23.90% 11.70% 4.40% 6.10% 6.70% 6.10% 25%

Radio TV advertising Newspapers Internet Friends & Families Hotel Staff Magazines
Which one of the following best describes the purpose of you dining out.

Try new menu item Business Just a convenient meal Social reasons What prompts you to select a specific restaurant? Location Past experience Reputation Advertisement Others On an average, how much did you spend for a meal at a restaurant? 1 Less than Rs500. 2 Rs 500 750. 3 Rs 750 1000. 4 Rs 1000 1250. 5 Rs 1250 1500. 6 Rs 1500 1750. 7 Rs 1750 2000. 8 Rs 2000 & more

Food and beverage (F & B) attributes Cleanliness of the dining area Comfortable and welcoming feeling Ability to provide accurate checks Accuracy of the order cooked Accuracy of order taking Helpfulness of staff Professionalism of employees Level of empathy towards customers Equal treatment of all customers Employee responsiveness to questions Availability and accessibility of staff Readability of menu Problem resolution ability of staff Taste of food Knowledge of servers Level of personal attention given Noise level Communication skills of staff Cleanliness of washroom Food portion size Ability to anticipating guest needs Service during rush hours Variety of drinks & wine Temperature of food Timeliness of service Convenience of parking Menu Variety

N 130 131 116 128 129 130 131 123 125 128 128 129 108 127 128 129 130 130 80 129 126 97 114 129 129 110 130

Satisfaction Mean 6.7 6.5 6.4 6.4 6.4 6.4 6.4 6.3 6.3 6.3 6.3 6.3 6.2 6.2 6.2 6.2 6.2 6.2 6.1 6.1 6 5.9 5.9 5.9 5.6 5.3 5.3

Std Deviation 0.63 0.88 0.91 1.04 0.88 0.89 0.92 0.99 0.98 0.97 0.96 0.95 1.07 1.09 0.99 1.12 1.05 1.16 1.32 1.14 1.18 1.26 1.12 1.33 1.54 1.73 1.32

Image attributes The restaurants ambiance reflects the theme of The Fine dining restaurant Comfort level of seating is as expected in upscale restaurants The adequacy of staff and their grooming reflects an upscale image Menu is attractive and reflects image of The Fine dining restaurant The food presentation is appealing as in upscale restaurants The Fine dining restaurant has an upscale restaurant reputation The promotion and advertising of Fine dining restaurant matches its theme The nutritional quality of items is as expected in upscale restaurants The knowledge of the staff is in line with an upscale restaurant The Fine dining restaurant values people and relationships ahead of short-term goals I strongly believe that The Fine dining restaurant deserves my loyalty The menu price is fair for the quality of items and service provided My loyalty to The Fine dining restaurant has grown stronger The menu selection offered is in line with upscale restaurants

N 129 130 129 129 129 129 119 128 129 117 129 130 122 129

Mean 6.6 6.4 6.3 6.3 6.2 6.2 6.1 6.1 6.1 5.9 5.9 5.9 5.8 5.8

Std Deviation 0.84 0.95 1.02 0.99 1.11 1.05 1.2 1.09 1.2 1.22 1.3 1.19 1.35 1.32

Variables Frequency Percentage Overall Satisfaction Mean:4.50 Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied Likelihood of Return Mean: 4.19 Very unlikely Unlikely Neutral Likely Very likely Likelihood of Recommendation Mean: 4.42 Very unlikely Unlikely Neutral Likely Very likely Intention to Revisit Mean: 3.85 In a week In 2-3 weeks In a month In 2-3 month I am not sure

Frequency Percentage

1 2 4 43 74

0.80% 1.90% 3.20% 34.60% 59.50%

4 7 12 11 61

2.87% 5.48% 9.40% 34.46% 47.78%

1 2 11 11 71

0.78% 1.30% 9.09% 33.24% 55.58%

13 13 29 16 63

10.05% 10.05% 15.07% 14.81% 50%

Variable Frequency Percentage Gender Male Female Age 22 and under 23-33 34-44 45-54 55-64 65 and over Martial Status Single Married Ethnicity North Indians Rajasthani Bengali Punjabis South Indian Others Educational Some or no high school High school graduate Some college College graduate Some graduate study Graduate/professional Household Income Under Rs 100000. Rs 100000 150000. Rs 150000 200000. Rs 200000 250000. Rs 250000 300000. Rs 300000 and more.

Frequency Percentage 52 70 51 23 8 20 13 6 78 47 3 2 3 5 108 2 1 8 59 23 6 28 33 6 6 5 6 58 42.40% 57.60% 41.80% 19.00% 7.10% 16.80% 10.60% 4.60% 61.70% 38.30% 2.70% 1.30% 2.20% 4.10% 88.00% 1.60% 0.81% 6.50% 48.10% 19.00% 4.60% 20.90% 28.60% 5.20% 5.20% 4.80% 5.20% 51%