A Novel Analysis on the Perception of Physical Environmental Quality: An In-Depth Study Comparing the Neutrosophic Likert Scale with Score Function and the Classic Likert Scale-Statistical Analysis of Data from a Restaurant Survey

Abstract

There are studies examining the quality of the physical environment in the restaurant industry. However, these studies have only been conducted using Likert scale. Since the neutrosophic scale has not been used in the restaurant industry before, it is considered to be an important gap. For this reason, it is aimed to investigate the perceptions of physical environmental quality in restaurants by using Likert and neutrosophic scales for the first time. By applying Exploratory Factor Analysis, evidence is presented that a single factor adequately incorporates both scales, thus optimising the assessment procedure. Their consistency and reliability in assessing environmental perceptions is confirmed by the robust positive correlation between the two methods. Further investigations with one-way and two-way ANOVA reveal notable demographic differences, in particular the increased sensitivity of individuals aged 45 years and older towards the quality of the physical environment in restaurants. In contrast, gender has no effect on how environmental quality is perceived, suggesting that improvements in this area may resonate universally with consumers of all genders. The results of this study provide practical recommendations for restaurant managers seeking to improve business operations and customer satisfaction by emphasising environmental hygiene, especially for older customers. This research not only contributes to the body of knowledge regarding methodological approaches to environmental perception, but also sheds light on specific demographic preferences that can shed light on focused improvements in the restaurant industry. © 2025 Elsevier B.V., All rights reserved.