Developing DINESCAPE for pet-friendly restaurants: Exploring environmental influences on customer satisfaction and loyalty

The surge in dog ownership has created a significant market opportunity for restaurants that offer pet-friendly services. However, limited research has examined how the physical and social environments of these establishments influence pet owners’ experiences. This study addresses this gap by employing a scale development approach to identify the sub-dimensions of pet-friendly restaurant DINESCAPE (Dining Environment Scale). Then, this study examined the effects of DINESCAPE on pet owners’ satisfaction and loyalty. Through rigorous analysis, seven sub-dimensions of DINESCAPE were identified: ambient conditions, facility aesthetics, cleanliness, policy, safety, staff service, and social density. Among these, ambient condition, cleanliness, staff service and social density emerged as the key factors influencing pet-owning customers’ satisfaction and loyalty. These findings contribute valuable insights to the foodservice literature and provide practical suggestions for hospitality industry practitioners seeking to optimize pet-friendly dining experiences.