The influence of the DinEX service quality dimensions on casual-dining restaurant customers’ satisfaction and behavioral intentions

Bufquin, Diego; DiPietro, Robin B.; Partlow, Charles G.

doi:10.1080/15378020.2016.1222744

Cited by 31 publications

(36 citation statements)

References 31 publications

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“…This growth has been driven by a series of factors that attract the attention of the customer, such as the food's intense flavor, the ease and speed with which it is acquired and its low acquisition cost (Namin, 2017). However, the service provided by a fast-food restaurant chain is limited to counter service and requires the customer to participate in the creation of their own experience (Bufquin et al, 2017). Another concern for FFRs is that some of the world's largest fast-food brands, including McDonald's and Burger King, have struggled to maintain their sales numbers and customer counts.…”

Section: Introductionmentioning

confidence: 99%

The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis

Carranza

Díaz

Martín‐Consuegra

2018

JHTT

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Purpose The purpose of this study is to verify the existence of loyalty among fast-food customers and its dependence on fast-food service quality, comprising service quality, food quality and store atmosphere. This study also examines the direct and mediating role of constructs such as satisfaction and trust in creating loyalty in fast-food restaurants (FFRs). Design/methodology/approach A sample of 456 fast-food customers was collected using a structured questionnaire. This paper uses partial least squares path modeling to test and validate the study’s research model and hypotheses. Findings The results suggest that fast-food service quality has a positive influence on satisfaction, trust and loyalty among fast-food customers. The findings also reveal a mediating effect of trust (partial mediation), increasing the effect of satisfaction on loyalty. Practical implications This study reinforces the importance of considering the attributes that influence customer loyalty. Specifically, food quality is considered key to increasing loyalty among FFR customers. Originality/value This study proposes an integrated model influenced by three factors that contribute to fast-food service quality (i.e. food quality, service quality, atmosphere) along with classical variables used in the marketing literature (i.e. satisfaction, trust) in the creation of FFR loyalty. This study also follows modern procedures in PLS-SEM by challenging conventional methods.

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Section: Introductionmentioning

confidence: 99%

The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis

Carranza

Díaz

Martín‐Consuegra

2018

JHTT

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“…However, in their study, Clemes et al (2018) found service quality as one of the determinants of customer satisfaction in a restaurant setting. Also, Carranza, Díaz, and Martín-Consuegra (2018) report that several studies have found positive relationship between service quality and consumer satisfaction (Bufquin, DiPietro, & Partlow, 2017;Wu & Mohi, 2015). We propose therefore that: H1: Perceived service quality is expected to have a positive effect on Customer satisfaction H2: Perceived service quality is expected influence positively on Restaurant Image H3: Perceived service quality is expected to have positive influence Perceived value of restaurant…”

Section: Literature Review 21 Perceived Service Quality and Customermentioning

confidence: 91%

Factors Influencing Consumers’ Behavioural Intentions Towards Restaurant Patronage in China: A Structural Equation Modeling Approach

2020

JMCR

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We investigated the effect of service quality on customers satisfaction as well as assessed the effects of restaurant image and customer satisfaction on behevioural intention of restaurant patrons in China. Data for the study was obtained from 329 sample restaurant patrons in the Jiangsu Province of china using structured questionnaires. The data for the study was analysed by the help of SPSS and SmartPLS software for the structural equation modeling analysis. Findings from this study found a direct and positive relationship between service quality and customer satisfaction, perceived value and restaurant image. Also, service quality had an indirect effect on customer satisfaction through perceived value and restaurant image. Additionally, the findings of this study revealed that, service quality, customer satisfaction and brand or restaurant image all have a positive impact on the behavioural intention of restaurant patrons. The study concludes that patronage or re-patronage intention of restaurant customers depends largely on the quality of service, customer satisfaction and restaurant image. As such, firms that need to carve niche for themselves in the hospitality industry must focus on building a strong and positive brand image that resonates with customers. The study proffered some recommendations for management of restaurants.

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“…Saat ini, dengan meningkatnya keinginan konsumen untuk memiliki pengalaman bersantap yang luar biasa, suasana restoran telah menjadi faktor signifikan dalam pengalaman konsumen restoran (Hyun, 2010;Dutta et al, 2014). Selain itu, suasana restoran sering memainkan peran penting dalam meningkatkan efek kualitas makanan dan layanan (Ryu & Han, 2010;Bufquin, DiPietro, & Partlow, 2017). Dalam literatur perhotelan, kualitas makanan merupakan faktor fundamental konsumen restoran yang ingin memiliki pengalaman puas dalam bersantap (Roseman, Mathe-Soulek, & Krawczyk, 2017).…”

Section: Pendahuluanunclassified

Atribut Pemilihan Kualitas Restoran: Citra Merek Dan Harga

2019

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This research examines the impact of brand image and price on the preferences attributes of restaurants (service quality, food quality and atmosphere). Structural Equation Model (SEM) applied using 169 respondents as tourist and AMOS application tests the hypothesis. Results show that restaurant attribute preferences positively influenced by the brand image and price. Brand image does not affect significantly all restaurant quality attributes (service quality). Service quality does have a positive relationship to the brand image built by a restaurant, but not necessarily the level of service as desired by consumers, where consumers have different characters and perceptions in terms of being served. These studies also reveal that customer service or restaurant waiters attract new customers and maintain existing customers by improving their restaurant's food quality, service quality, and atmosphere.

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The influence of the DinEX service quality dimensions on casual-dining restaurant customers’ satisfaction and behavioral intentions

Cited by 31 publications

References 31 publications

The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis

The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis

Factors Influencing Consumers’ Behavioural Intentions Towards Restaurant Patronage in China: A Structural Equation Modeling Approach

Atribut Pemilihan Kualitas Restoran: Citra Merek Dan Harga

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