põhineb ümbritsevatel tingimustel (näiteks temperatuur, õhuniiskus), käegakatsutavatel (näiteks personali riietus, ruumid, seadmed, laudade paigutus restoranis) ja sotsiaalsetel teguritel (näiteks läbipaistvus ja ausus)
is based on ambient conditions (temperature, pressure, and humidity), tangible (personnel appearance, facilities, equipment), and social factors (transparency, integrity, and honesty)
according to Chua et al. (2015), diverse service quality attributes (e.g., outcome quality, physical environment quality, and interactional quality) are important drivers of customer satisfaction in the formation of loyalty
