Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

Ha, Jooyeon; Jang, SooCheong

doi:10.1016/j.ijhm.2009.12.005

Cited by 469 publications

(467 citation statements)

References 76 publications

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“…The findings of Williamson et al (2009) broadly support this idea, in that they clearly place food at the top of the reviewers concerns, but differ in that ambience is considered more often than is service. Food, as prevailing factor, is also confirmed by other studies (Ha and Jang, 2010;Namkung and Jang, 2007;Ryu and Han, 2010). Although, Tiagoa et al (2015) focused more on internet-based reviews, they also found that food is the most decisive criteria.…”

Section: Resultssupporting

confidence: 60%

Restaurant quality: the case of Central Slovenian region

Maravić

2016

Tour. hosp. manag.

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The purpose -This study has two key goals. The first part presents and compares different expert systems for assessing quality in the restaurants alongside the Ljubljana Quality Selection assessment methodology -LQS. In the second part, this study presents the results of a restaurant assessment in the Central Slovenian region using the LQS methodology. Design/methodology -In the first part of the study, we compare restaurant assessment systems through different criteria. In the second part, the research focuses on a restaurant assessment system in the Central Slovenian region. Anonymous experts collected data based on the LQS methodology. The main research questions are on how experts assess restaurants, and whether there are statistically significant differences in the quality of offers between urban and rural restaurants in the Central Slovenian region, as assessed by the LQS methodology. Findings -The results of the comparison show that in the expert restaurant assessment systems, restaurants are assessed anonymously, at least twice a year, with results published in printed form and online, the most respectable do not disclose their criteria of assessment and mainly select the best restaurants to be assessed. The second part is a quantitative study. The survey covered 64 urban and 26 rural restaurants. The results indicated no statistically significant differences in the quality offers between urban and rural restaurants. No significant differences were found between the four key groups of quality elements (food quality, service quality, ambience quality and value for money), nor the of overall restaurant quality. This study has shown, that according to an independent evaluation process, restaurant quality in the Central Slovenian region is high and there are no differences in the quality of offers between restaurants operating in rural and urban settings. There results also showed that food is the key element for restaurant to be assessed high. Originality of the research -This is the first study to investigate differences between expert restaurant assessment systems. The key contribution of this research lies in the fact that an independent new methodology for assessing restaurant quality was developed and implemented for the purpose of regional restaurant quality assessment.

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Section: Resultssupporting

confidence: 60%

Restaurant quality: the case of Central Slovenian region

Maravić

2016

Tour. hosp. manag.

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“…However, we modified the wording of specific items to reflect the focus of our investigation. Service quality was evaluated with three items extracted from the survey accomplished by Ha and Jang (2010). Value was measured using the three-item five-point Likert scale (Lasser et al, 1995;Taylor et al, 2004).…”

Section: Measurement Items Sample Population and Data Collection Promentioning

confidence: 99%

“…In fact, recent studies emphasize the importance of service quality, perceived value and behavioral intentions in the restaurant industry (Ha & Jang, 2010;Chang et al 2010;Chow et al, 2007;Olsen, 2002). In today's competitive markets, researchers generally agree that higher service quality lead to higher level of customer satisfaction, more perceived value and positive behavioral intentions (Han & Ryu, 2007).…”

Section: Introductionmentioning

confidence: 99%

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Mansouri¹,

Ebrahimi²

2013

10.5267/j.msl

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This research proposes a comprehensive model that investigates the relationships between service quality, hedonic, perceived value and behavioral intentions. The purpose of this study is to build a better understanding of the determinants of customer satisfaction and customer loyalty throughout the restaurant services by incorporating the perceptions of hedonic effect in service delivery and outlining why and how service quality is important to customer satisfaction and customer loyalty. Respondents were chosen from three regular customers of Atawich chain restaurants in city of Tehran by using stratified random sampling method. A total of 390 questionnaires were used for data analysis. Structural equations modeling by using LISREL was performed to empirically test the relationships between the constructs of this study. Results show that both service quality and hedonic effect are importance predictors of customer satisfaction in Iranian society. In addition, results indicate that service quality and hedonic effect have positive and significant effects on perceived value. However, relationship between customer satisfaction and perceived value with attitudinal loyalty was not significant. Finally, it suggests that restaurant managers should improve their restaurant service offerings to satisfy customers. In addition, the results emphasize the significance of hedonic effect and positive emotions in creating perceived value and customer satisfaction.

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“…Cronin and Taylor (1992) provide a popular explanation of the difference, namely that perceived service quality is a form of attitude; a long-run overall evaluation, whereas satisfaction is a transaction-specific measure. In addition, whereas quality is a conceptual reaction, customer satisfaction consists of both conceptual and affective reactions (Ha and Jang, 2010). Investigating the casual order of the satisfaction-service quality relationship, Lee et al (2000) suggested that service quality is an antecedent of customer satisfaction which in turn has a greater influence on purchase intention.…”

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confidence: 99%

How do international tourists perceive hotel quality?

Dörtyol

Varinli

Kitapçı

2014

International Journal of Contemporary Hospitality Management

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Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

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Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

Cited by 469 publications

References 76 publications

Restaurant quality: the case of Central Slovenian region

Restaurant quality: the case of Central Slovenian region

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

How do international tourists perceive hotel quality?

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