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The impact of service quality and customer satisfaction on consumer spending in wineries

Author

Listed:
  • Kyuho Lee
  • Melih Madanoglu
  • Inhyuck “Steve” Ha
  • Anisya Fritz

Abstract

The purpose of the study is to examine the key attributes of winery service quality that affect winery visitors’ satisfaction. The study also investigates the key factors that affect winery visitors’ spending at a winery. Data are obtained from a survey of winery visitors about their evaluation of various service attributes. Data were later matched with respondents’ actual spending at a winery in Sonoma, California. The results of the study demonstrate that the quality of wine tastings, winery staff hospitality, and winery tasting room experiences are positively related to winery visitors’ satisfaction. On the other hand, staff hospitality, age, gender, and frequency of winery visits are significant variables that account for winery visitors’ spending at the winery. Surprisingly, wine quality is not significantly correlated with winery visitor spending.

Suggested Citation

  • Kyuho Lee & Melih Madanoglu & Inhyuck “Steve” Ha & Anisya Fritz, 2021. "The impact of service quality and customer satisfaction on consumer spending in wineries," The Service Industries Journal, Taylor & Francis Journals, vol. 41(3-4), pages 248-260, February.
    • Handle: RePEc:taf:servic:v:41:y:2021:i:3-4:p:248-260
    DOI: 10.1080/02642069.2018.1478411
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    Cited by:

    1. Nur Sufi Nadhira Mohd Baharieman & Luqman Hakim Shamsul Azwan & Haslina Che Ngah & Wan Nazriah Wan Nawawi & Farah Adibah Che Ishak, 2025. "The Elements of Customer Relationship Management and Their Impact on Customer Satisfaction: A Study of Five-Star Hotels in Malaysia," Information Management and Business Review, AMH International, vol. 17(1), pages 24-35.
    2. Michael Owusu-Kyei & Yusheng Kong & Michael Owusu Akomeah & Stephen Owusu Afriyie, 2023. "Corporate Governance and Total Quality Management Implementation in The Telecom Sector, Ghana," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(2), pages 141-157, February.
    3. Azian Fatin Umaira Muhamad & Khair Nurhayati & Yoong Tum Choo & Ismail Suhana & Tambi Noordeyana, 2023. "The Relationship Between Service Quality and Occupants’ Satisfaction: A Mixed-Use Building," Real Estate Management and Valuation, Sciendo, vol. 31(1), pages 78-87, March.
    4. Zaghloul, Maha & Barakat, Sherif & Rezk, Amira, 2024. "Predicting E-commerce customer satisfaction: Traditional machine learning vs. deep learning approaches," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    5. Nurul Fatini Che Amat Manal & Nurul Ain Husnaa Che Rahami & Wan Nazriah Wan Nawawi & Malina Hanum Mohd Kamal & Yudhiet Fajar Dewantara, 2024. "From Taste Buds to Loyalty: How Food and Service Quality Influence Customer Satisfaction and Repeat Intentions in Hotel Restaurants," Information Management and Business Review, AMH International, vol. 16(3), pages 397-406.
    6. Johanna Pangeiko Nautwima & Asa Romeo Asa, 2022. "The Impact of Quality Service on Customer Satisfaction in the Banking Sector amidst Covid-19 Pandemic: A Literature Review for the State of Current Knowledge," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 8(3), pages 31-38, March.

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