Consumer patronage and willingness-to-pay at different levels of restaurant attributes: A study from Kenya

Njite, David; Njoroge, Joyce; Parsa, H. G.; Parsa, Rahul; Rest, Jean‐Pierre van der

doi:10.1080/22243534.2015.11828342

Cited by 10 publications

(11 citation statements)

References 23 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Several scholars focused on the crucial role of food quality for customers' satisfaction and intentions (Shahzadi et al , 2018; Njite et al , 2015), while others emphasized the importance of SQ (Nguyen et al , 2018). In this context, previous research stressed the intangible, perishable and inseparable nature of services (Ladhari, 2009).…”

Section: Theoretical Perspectivesmentioning

confidence: 99%

Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Bichler

Pikkemaat

Peters

2020

JHTI

View full text Add to dashboard Cite

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

show abstract

Section: Theoretical Perspectivesmentioning

confidence: 99%

Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Bichler

Pikkemaat

Peters

2020

JHTI

View full text Add to dashboard Cite

show abstract

“…It has also been generally accepted as a major factor influencing customer satisfaction and post-dining behavioral intention (Sulek and Hensley, 2004). Further, food quality has a positive relationship with both consumer patronage and willingness-to-pay in restaurants (Njite et al , 2015). Food quality includes several complex factors like physical, compositional and microbial features, modifications induced by technological processes or storage, nutritional value and safety (Trimigno et al , 2015).…”

Section: Literature Reviewmentioning

confidence: 99%

Perceptions of fine dining restaurants in Pakistan

Shahzadi

Malik

Ahmad

et al. 2018

IJQRM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to explore the relationship between restaurant key attributes, customer satisfaction and behavioral intentions. The mediating role of customer satisfaction is assessed between restaurants’ key attributes of service quality and behavioral intentions. Design/methodology/approach Data were collected from a sample of 296 customers dining in the fine dining restaurants of Pakistan through a self-administered questionnaire. The data were then analyzed through regression analysis and gap analysis. Model fitness was checked in SPSS AMOS through CFA. Findings The findings suggest that the key restaurant attributes have a significant positive effect on behavioral intentions. Customer satisfaction partially mediates the relationship between key restaurant attributes and behavioral intentions. The findings also suggest that there is a significant gap between the perceptions of customers regarding the importance and performance of key restaurant attributes. Practical implications The result indicates that food taste and environmental cleanliness are the cornerstones of fine dining restaurants’ success in Pakistan and are among the strongest predictor of customer satisfaction and behavioral intentions; while improvement efforts should be made in four key areas, i.e., healthy food option, food freshness, food safety and fair price. Originality/value No comparative study has been directed in fine dining restaurants of Pakistan with respect to the key restaurants attributes, i.e., food quality attributes, service quality attributes, atmospheric quality attributes, and other attributes which have been analyzed in the current study. This research was conducted to investigate the perceptions of customers toward the fine dining restaurants of Pakistan to measure the key restaurants’ attributes that influence customers’ satisfaction and their post-dining behavioral intentions. This study will facilitate restaurants’ managers to understand the stronger and as well as the weaker aspects of service quality and permit them to investigate the factors which contribute toward customers’ satisfaction and their post-dining behavioral intentions in order to build and maintain long-term relationship between restaurants and customers.

show abstract

“…Local food is presented in suitable ways by restaurants so that tourists can accept local food. Accordingly, food tourists are supposed to use three types of quality attributes to judge their gastronomic experience [21,22]: Functional-food quality; humanic-service quality; and mechanical-the physical environment [23][24][25][26][27][28][29][30]. Moreover, traditional cooking needs to connect with modern consumers; therefore, quality attributes should be considered to make tourists satisfied and loyal [22].…”

Section: Introductionmentioning

confidence: 99%

Authenticity, Quality, and Loyalty: Local Food and Sustainable Tourism Experience

2019

View full text Add to dashboard Cite

The sustainability of rural development, both economic and environmental, has been increasingly linking to local food, which plays an indispensable role by preserving traditional culture, attracting tourists, and supporting the regional economy. However, the authenticity and quality of local food have not been fully convinced as competitive advantages by most practitioners. Little is known about how authenticity affects quality attributes, tourist satisfaction, and tourist loyalty. Thus, this study examines the role of authenticity in the quality–satisfaction–loyalty framework. The field research was performed in Shunde County, Guangdong Province, China. The results challenge the traditional view of quality attributes by highlighting that authenticity is a key antecedent to the quality–satisfaction–loyalty framework of food tourism. In contrast, the relationships among quality attributes, tourist satisfaction, and tourist loyalty are contingent on the extent to which food tourists perceive the authenticity of rural local food.

show abstract

Consumer patronage and willingness-to-pay at different levels of restaurant attributes: A study from Kenya

Cited by 10 publications

References 23 publications

Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Perceptions of fine dining restaurants in Pakistan

Authenticity, Quality, and Loyalty: Local Food and Sustainable Tourism Experience

Contact Info

Product

Resources

About