The antecedents of satisfaction and revisit intentions for full-service restaurants

Abstract

Purpose – The purpose of this paper is to identify the antecedents of satisfaction and revisit intentions for full-service restaurants. The economic crisis is known to have had a deep impact on consumer behavior with regards to restaurants and this study is primarily focussed on exploring the effects on the traditional antecedents of satisfaction and revisit intentions as full-time restaurants attempt to reposition their offer. Design/methodology/approach – The study involved 218 respondents who were guests of full-service restaurants. In terms of statistical analyses, confirmative factor analysis was used to test the suitability of the proposed model for measuring satisfaction and revisit intentions, while structural equation modeling was employed to analyze the relationship among variables of the conceptualized model. Findings – The results confirmed the significant impact of atmosphere and quality of interaction on guest satisfaction. It was interesting to notice that perceived price has no statistically significant impact on guest satisfaction. In addition, satisfaction, along with atmosphere and perceived price emerged as a significant trigger of revisit intentions. While measuring impact of atmosphere and perceived price on revisit intentions, both direct and indirect effects were measured. Originality/value – This study emphasizes in particular, the significance of revisit intention as an important behavioral reaction and reveals its antecedents. In a limited number of studies, models for understanding triggers of revisit intention were developed as separate variables, rather than as components of behavioral reactions. In that context, the tested model identifies causal relationships between latent variables. Restaurants involved in the survey are full-service restaurants dealing with the changing behavior of guests who are heavily impacted by the economic crisis. Guests show a tendency to reduce their visits to restaurants in these circumstances, forcing restaurants to reformulate their service offering in order to align with changing customers’ needs.

The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

“…Customers' perceptions of service quality have been studied by many scholars and practitioners who have shown that they are positively related to satisfaction (Marinkovic et al, 2014;Baber et al, 2011;Berry and Wall, 2007;Cronin et al, 2000;Farrell et al, 2001;Berry et al, 2006). Some scholars believe that satisfaction is determined by a cognitive process, being…”

“…Marinkovic et al (2014) believe that the restaurant business relies on factors that are constantly responding to changes in social and economic status. In that situation, restaurants may have to consider their strategy to match customer preferences in order to satisfy customers with a quality service, which may help organizations to gain more customers with their favourable intentions.…”

eWOM, revisit intention, destination trust and gender

“…In contrast to the ideal-typical approach, we propose that revisit intention should be captured at destination point with actual tourists. This approach has been adopted by prior revisit intention studies (Guntoro & Hui 2013;Marinkovic et al 2014). To bridge the gap in the eWOM, intention to revisit, destination trust and gender literature, this study offers an integrated approach to examine the interplay of the aforementioned variables.…”

Kekuatan Harga Dalam Membentuk Niat Berobat Ulang Di Rumah Sakit [The Power of Price in Forming an Intention to Return to a Hospital]

“…Niat berobat ulang sebuah produk/jasa merupakan tanggapan emosional berupa kesiapan bertindak sebagai hasil penaksiran kognitif sebuah kejadian (Frijda, 1988;Bagozzi, et al, 1999;Clore & Ortony, 2000 kepuasan (Amin & Nasharuddin, 2013;Marinkovic et al, 2014;Bonn et al, 2016;Su et al, 2016), kualitas pelayanan (Cronin et al, 2000;Su et al, 2016), dan harga (Marinkovic et al, 2014). Lee et al, (2000) Dalam perspektif emosi, kepuasan merupakan hasil evaluasi kognitif yang menimbulkan tanggapan emosional (Frijda, 1988;Bagozzi, et al, 1999;Clore & Ortony, 2000).…”

“…Hubungan antar konstruk dalam Hal yang mengejutkan adalah pada umumnya pengaruh kepuasan konsumen pada niat berkunjung ulang/berobat ulang selalu terkomfirmasi (Cronin et al, 2000;Mittal & Kamakura, 2001;Amin & Nasharuddin, 2013;Marinkovic et al, 2014;dan Su et al, 2016) …”