What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender

Zhong, Yongping; Moon, Hee Cheol

doi:10.3390/foods9040460

Cited by 230 publications

(288 citation statements)

References 69 publications

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“…The main indicators in meal experience, namely food quality, service quality, and atmosphere have a significant influence in building the construct of tourist meal experiences (AB Karim and Chi, 2013;Akdag et al, 2018;and Zhang et al, 2019). Meanwhile, the price indicator in Akdag et al (2018), has less significant influence than the three main indicators of tourist experience but in Zhong and Moon (2020) it has a significant effect. And indicators of cleanliness and hygiene in Chao (2010); and has a significant influence on the meal experience of tourists.…”

Section: Literature Review ⅱmentioning

confidence: 97%

“…The meal experience of tourists on local cuisine in tourist destinations can influence the loyalty of tourists in the future. Many researchers have done the consumer loyalty model for consuming food in restaurants (Ha and Jang, 2010;Hyun, 2010;Zhong and Moon, 2020). For tourist destinations, the experience of eating by tourists consuming traditional food while on vacation has been developed and the quality continues to be improved.…”

Section: Introduction ⅰmentioning

confidence: 99%

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The Loyalty Model of Foreign Tourists Consuming Traditional Balinese Food

Hendriyani¹,

Budiarsa²,

Antara³

et al. 2020

Glob Bus Financ Rev

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The purpose of this study is to analyze the effect of meal experience of foreign tourists on satisfaction and loyalty when consuming traditional food in Bali. The choice of traditional Balinese food is traditional food using Balinese spices called Base Genep with the main course category. The purpose of this study also explores the meal experience of tourists consuming traditional food in tourist destinations is expected to provide satisfaction and can lead to loyalty to the destination itself in relation with The Island of Bali as a world tourist destination offers many choices of traditional food for tourists, especially foreign tourists. Design/methodology/approach: This study uses quantitative analysis, structural equation model (SEM-AMOS) which is followed by the interpretation of the research results to answer 3 hypotheses. In building a loyalty model for foreign tourists consumed traditional food in Bali, confirms the concept of meal experience with five dimensions are food quality, service quality, atmosphere, cleanliness and hygiene, and price, which is combined with the Triangle Concept of Indonesian Gastronomy with a storytelling dimension, including from previous research on local culinary in a tourist destination. This study involved 332 respondents using accidental sampling techniques through four culinary tourism activities in Bali namely festival, food tour, cooking class, and homestay, at five locations in Bali province namely Denpasar City, Badung, Gianyar, Bangli, and Buleleng Regency. Findings: The meal experience of foreign tourists consuming traditional Balinese food has a significant effect on tourist satisfaction and also tourist loyalty. And the satisfaction of foreign tourists consuming traditional Balinese food has a positive and significant effect on the loyalty of foreign tourists. The highest direct effect on the effect of meal experience is foreign tourist's satisfaction, then the influence between foreign tourist's satisfaction on foreign tourist's loyalty, and finally the influence between-meal experience and foreign tourist's loyalty. The study finding a new loyalty model for foreign tourists consuming traditional food in Bali destinations with a storytelling indicator as a novelty. The results of this study will provide theoretical implications in enriching consumer behavior theory and product development concepts, as well as further research in the future. Research limitations/implications: The study is due to the respondent only foreign tourists not including domestic tourists, the findings cannot be generalized to the whole population of tourists visiting Bali. Future research can survey tourists domestic and in different areas in Bali to have wider coverage. Meanwhile, the practical implications for culinary stakeholders in Bali are in improving the quality of the tourist's meal experience and in developing culinary tourism in Bali as a whole.

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Section: Literature Review ⅱmentioning

confidence: 97%

Section: Introduction ⅰmentioning

confidence: 99%

The Loyalty Model of Foreign Tourists Consuming Traditional Balinese Food

Hendriyani¹,

Budiarsa²,

Antara³

et al. 2020

Glob Bus Financ Rev

View full text Add to dashboard Cite

show abstract

“…Dining in restaurants provides consumers with functional value by satisfying hunger, providing convenient food, and charging acceptable prices, but at the same time it also creates hedonic value by offering consumers fun, entertainment, or novelty [43]. Such experiential values make a restaurant a nice place where consumers can experience excitement, pleasure, and a sense of happiness [44][45][46]. Emotions like enjoyment and pleasure could positively impact on consumers' behavior, especially on their purchasing intention [24].…”

Section: Enjoymentmentioning

confidence: 99%

What Can Drive Consumers’ Dining-Out Behavior in China and Korea during the COVID-19 Pandemic?

Zhong

Moon

2021

Sustainability

Self Cite

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Currently, living with COVID-19 under certain protective measures still continues as the “new normal” for most of the world. The disruption that the pandemic has caused to societies and economies, especially to the restaurant industry, may last longer than some had thought. This study intended to find out the key drivers of consumers’ dining-out intentions and their internal relationships. We adopted the structural equation modeling (SEM) method with 508 surveys collected from China and Korea. The results were as follows: perceived psychological risks, subjective norms, and enjoyment are influential to consumers’ dining-out intentions but not restaurant precautionary measures or perceived physical risk; subjective norms have direct implications on both perceived psychological and physical risks, while restaurant precautionary measures can only significantly affect perceived physical risk; enjoyment can be negatively influenced by perceived psychological and physical risks; country can moderate the relationships between subjective norms, perceived physical/psychological risk, and enjoyment. This study provides further understanding of the current food consumption patterns, which will help restaurants set up strategies accordingly to sustain their businesses and get them more prepared for any future outbreaks.

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“…Shah et al [22] examined the effect of mobile apps, food quality, and service quality on customers' perceived value depend on the different levels of restaurants. Zhong and Moon [23] investigated the factors that can influence customer satisfaction, loyalty, and happiness, with a particular focus on the moderating role of gender.…”

Section: Service Qualitymentioning

confidence: 99%

Using Kano and TRIZ to Investigate the Mobile Dining Car Service Quality in Taiwan

Chen¹,

Huang²,

Hou³

et al. 2020

Preprint

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This purpose of the research presented in this article is to comparing different service quality measurements between Kano and TRIZ that plays the critical roles in the catering industrial. Data collected from a DINESERV questionnaire comprises service-quality standards to increase customer satisfaction of mobile dining car. Finally, the TRIZ is standardized measure designed to improve the idealization of strategy for selecting the most appropriate service quality model. In addition, the preferences of more than one decision maker are internally aggregated into the TOPSIS procedure. The findings of this study provide several important theoretical and practical implications for developing a successful mobile catering app. The results have demonstrated our approach to be both robust and efficient.

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What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender

Cited by 230 publications

References 69 publications

The Loyalty Model of Foreign Tourists Consuming Traditional Balinese Food

The Loyalty Model of Foreign Tourists Consuming Traditional Balinese Food

What Can Drive Consumers’ Dining-Out Behavior in China and Korea during the COVID-19 Pandemic?

Using Kano and TRIZ to Investigate the Mobile Dining Car Service Quality in Taiwan

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