In search of restaurant excellence in Peru: key insights on food values

Abstract

PurposeThe restaurants in Peru enjoy today a high level of international recognition, and the gastronomy of the country is recognised as one of the best in the world. For this reason, aspiring to excellence should be one of the priorities in the industry, which should mean, among other things, enhancing those aspects related to food with the greatest impact on the maximum level of customer satisfaction. However, to the authors knowledge, this research line has not been addressed before in the context of Peruvian restaurant, so that this research focuses on assessing the influence of food – through the concept of food values –, on the probability of reaching the maximum level of satisfaction both with the food consumption experience and with the foods consumed in restaurants in Peru. This research also takes into account differences according to the geographical origin of the customers.Design/methodology/approachAn in-person survey of customers was conducted at the exit of different flagship restaurants with a high level of recognition and tourist orientation in the department of Ayacucho (Peru) between September and November 2022. Five restaurants acknowledged as tourist restaurants were selected for this study, of which, one has been officially granted the status of Tourist Restaurant and One Fork, in accordance with the Peruvian legal regulations. A total of 468 valid questionnaires were collected. The database was analysed using descriptive statistics, principal component factor analysis for food values, and binary logistic regressions.FindingsThe following food values factors emerged from the factorial analysis: “Image and Accessibility (IAA)”, “Ethics and Sustainability (EAS)” and “Natural Food-Safe (NFS)”. For the overall sample, IAA is more influential in the probability of obtaining the maximum level of both satisfactions (i.e. satisfaction with the food consumption experience and with the foods consumed in restaurants in Peru). In second place, EAS, as well as NFS (the latter one with a significance level of 90%), also affect, in this order, the probability of obtaining the highest level of satisfaction, but only with the foods consumed. When the geographical origin of the customer is considered (regional, national, international), interesting findings appear. For national customers, IAA is the factor with the greatest impact on the probability of achieving the maximum level of the endogenous satisfaction variables considered, followed by EAS, whilst for regional customers, only EAS is found to be influential in the probability of obtaining the maximum level of both types of satisfaction. For international customers, no factor is found to exert a significant influence.Originality/valueThis is the first study to assess the influence of food values on the maximum level of satisfaction among restaurant customers in Peru with both the food consumption experience and the foods consumed. Thus, this research represents a notable contribution to this research line, especially considering the great international reputation of Peruvian cuisine.