The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions

Abstract

Purpose -The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. Design/methodology/approach -Data were collected from customers at an authentic upscale Chinese restaurant located in a Southeastern state in the USA via a self-administered questionnaire. Anderson and Gerbing's two-step approach was used to assess the measurement and structural models. Findings -Structural equation modeling shows that the quality of the physical environment, food, and service were significant determinants of restaurant image. Also, the quality of the physical environment and food were significant predictors of customer perceived value. The restaurant image was also found to be a significant antecedent of customer perceived value. In addition, the results reinforced that customer perceived value is indeed a significant determinant of customer satisfaction, and customer satisfaction is a significant predictor of behavioral intentions.Research limitations/implications -The proposed model and study findings will greatly help researchers and practitioners understand the complex relationships among foodservice quality (physical environment, food, and service), restaurant image, customer perceived value, customer satisfaction, and behavioral intentions in the restaurant industry. Originality/value -This study is the first to develop an integrated model that explicitly accounts for the influence of three restaurant service quality factors on restaurant image and customer perceived value. Using structural equation modeling, this study empirically confirms that the model with the causality from quality, in particular three dimensions of foodservice quality in this study, to restaurant image is superior to the one with causality from image to quality in the context of restaurant.

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

“…For this study, it was possible to measure the physical environment and employee service using the SERVQUAL instrument as it contains relevant dimensions covering these constructs. Ryu et al (2012) highlighted the importance of food quality as a measure of customer satisfaction in the restaurant industry. As a result, five aspects of food quality were adopted from Ryu et al (2012), namely: the food is fresh, the food is delicious, the food is nutritious, there is a variety of menu items and the smell of the food is enticing.…”

“…Ryu et al (2012) highlighted the importance of food quality as a measure of customer satisfaction in the restaurant industry. As a result, five aspects of food quality were adopted from Ryu et al (2012), namely: the food is fresh, the food is delicious, the food is nutritious, there is a variety of menu items and the smell of the food is enticing. Qin and Prybutok (2009) explored the potential dimensions of service quality and examined the relationships between service quality, food quality, perceived value, customer satisfaction and behavioural intentions in fast-food restaurants and pointed out that food quality has a positive and direct influence on customer satisfaction.…”

“…Service quality is measured using Parasuraman et al (1988) five attributes: tangibles, reliability, responsiveness, assurance and empathy. Food quality consists of five dimensions: the food is fresh, delicious and nutritious, there is a variety of menu items and the smell of the food is enticing (Qin & Prybutok, 2009;Ryu et al, 2012). Customer satisfaction is measured using self-reported satisfaction, customer mood www.ccsenet.org/ass Asian Social Science Vol.…”

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

“…Researchers are continually seeking a more complete understanding of consumer value . Customer perceived value can be defined as the result of the personal comparison between perceived overall benefits and the perceived sacrifices or costs paid by the customer (Ryu et al, 2012). Holbrook (1994) enlarged the traditional conceptualization of experiential value to incorporate three spheres:…”

Service Delivery and Drivers of Customer Satisfaction as Determinants of Public Relations of Food Establishments in Region XI

“…In the eatery business specifically, service quality alludes to the level of administration gave by eatery representatives, which thus relies on the connections amongst clients and eatery workers (Ha and Jang, 2010). These interpersonal administration encounters eventually serve as a path for clients to assess the nature of the administration conveyance, and to frame their general quality view of the eatery (Ryu, Lee & Kim, 2012) [42]. For a considerable length of time, numerous scientists have built up a service point of view (Zeithaml, 2009[54], Ramsaran-Fowdar, 2007) [41].…”