Impact of Restaurant Attributes on Customer Perceived Value and Customer Satisfaction: Special Reference to Beach Restaurants in Southern Coastal Area, Sri Lanka (original) (raw)
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Journal of Management and Tourism Research, 2020
Making satisfied customers is everlasting challenge for any service industry. This study reveals the contribution of restaurant attributes (RA) and customer perceived value (CPV) in shaping customer satisfaction (CS) in beach restaurants in South Coast, Sri Lanka. It studied the impact of different restaurant attributes (RA) in beach restaurants on CS and mediatory impact of CPV and suggested managerial implications to make more satisfied customers based on the findings. 385 tourists who have arrived beach restaurants in south coast to fulfil their dinning requirement have selected as sample by using the convenience sampling technique and self-administrated questionnaire was used to collect data. Five underlying factors were analysed under restaurant attributes; food and drink related attributes, ambience and atmosphere related attributes, price related attributes, location and place related attributes and service-related attributes by using SPSS software to identify the relationship of these restaurant attributes on customer satisfaction. All these attributes are positively associated with customer satisfaction in beach restaurants. To analyse mediator impact of CPV, Structural Equation Modelling technique has used through SmartPLS software. Based on the findings, CPV is playing a role of full mediator between the relationship of RA and CS. Based on the findings, restaurateurs can enhance customer perceived value through different unique restaurant attributes to make more satisfied customers.
TOURIST’S PREFERENCE IN SELECTION OF A RESTAURANT: TESTING MEDIATING ROLE OF SERVICE QUALITY
The aim of this research is to examine in what extent tourists’ preferences, and their satisfaction relates to their purchase intention from a restaurant. The study also considers the mediating role of service quality among the relationships. In order to test the hypothesized model, this study used a sample of 180 tourists’ who were visited in Malaysia. The instruments were developed through the measures adapted from previous scholarly works. In addition, structural equation modeling was applied to test the proposed model. The results show that the relationships among the variables are all significant except one. Moreover, the mediating effect of service quality in between tourists’ preference and purchase intention is partial. On the other hand, the role of service quality as mediator in between the relationship between tourists’ satisfaction and their purchase intention from a restaurant were full rather partial. This study offers valuable insights for restaurant managers to aware of and to deliver consistent and attractive services to their customers by considering their preference and satisfaction through appropriate service quality components. This research contributes to the literature on tourism marketing by examining their preferences and satisfaction in choosing a restaurant. Above all, this research also used service quality as a mediating variable in between the relationship among tourist’s preferences, satisfaction towards their intention to purchase from a restaurant which is scared in the tourism marketing literature under the Malaysian tourism industry context.
SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS
This research uses a quantitative approach using numbers, starting from data collection, data interpretation, and discussion of the results of the analysis. This type of research is causal research, which is research that shows the causal relationship between independent variables on the dependent variable in addition to measuring the strength of the relationship between these variables through hypothesis testing. The research method used in this study is a survey method. The population in this study are consumers who have enjoyed food in local restaurants in Palembang. The type of sampling used is purposive sampling. To meet the minimum requirements for a path analysis tool, 240 study respondents were taken with the provisions of the selection of consumers who have enjoyed food at a local restaurant in Palembang with certain considerations.
International Journal Of Humanities Education and Social Sciences (IJHESS)
Muaya Jimbaran Beach Cafe area Bali is known by tourists as a culinary tourist attraction with a selection of seafood dishes. The café area is highly dependent on domestic and foreign tourists, but the Covid-19 pandemic has resulted in a decrease in the number of tourist visits and there are several negative reviews from tourists related to the quality of services provided. The purpose of this study was to analyze the effect of dining service quality on tourist satisfaction in the area of Muaya Beach Cafe, Jimbaran, Bali Island. This research method uses a quantitative approach with a sample of 115 respondents. Sampling techniques in this study using accidental sampling and data collection through the dissemination of questionnaires, observations, interviews, and literature studies. Data analysis techniques using Structural Equation modeling (SEM) with analysis tools SmartPLS Professional 3.0. The results of this study showed that the dining service quality café in the beach area of...
Academic Journal of Interdisciplinary Studies, 2022
In the foodservice industry, clients do not only judge the product standard, but also the service quality they receive during their restaurant experience. Therefore, when the importance of the dining experience is strongly regarded by consumers in terms of intellectual and motivational attributes, they are happier to suggest the establishment to others. This research was undertaken to evaluate the levels of service quality and clients' satisfaction on the services offered by two leading fast-casual dining restaurants in the Province of Nueva Vizcaya, Philippines. As a correlation research, this study was conducted using a modified SERVQUAL instrument among the 395 randomly selected customers. Weighted mean was used to describe the levels of service quality and customer satisfaction. The multiple regression was used to determine the predictors of customer satisfaction. The fast-casual dining restaurants had lived up to the expectation of their customers as they were thought to provide respectable service quality. The fast-casual dining restaurants had satisfied their customers in terms of their dining experience. The physical design and appearance of the restaurants, the price of the product, and the responsiveness of the workforce are the strong determinants of the gratification of the customers.
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This study discusses the effect of quality dimensions on customer perceived value, restaurant image, customer satisfaction and behavioral intentions. The sample size was 185 customers of a Chinese restaurant in Surakarta, analyzed with the simple regression. The results shows that: first, Quality of physical environment and service quality has no influence on restaurant image and customer perceived value, while Food quality has a positive influence on restaurant image and customer perceived value. Second, simultaneously, Quality of physical environment, food quality, and service quality have no influence on restaurant image, but it do have positive influence on customer perceived value. Third, restaurant image has no influence on customer satisfaction, but it does have a positive influence on customer perceived value. Fourth, customer perceived value and halal/haram have positive influence on customer satisfaction. Fifth, Restaurant image and customer perceived value simultaneousl...
The aim of this research is to investigate the relationships among service quality, satisfaction, and customer loyalty in a hotel restaurant context. The sample consisted of 430 respondents who stayed at four and five star hotels in Jordan. A structured questionnaire, with a five-point Likert scale, was used. Confirmatory factor analysis (CFA) and structural equation modelling (SEM) were used to analyse the casual relationships between service quality, customer satisfaction, and customer loyalty and to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, and customer loyalty, useful to academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their hotels. This study could not be generalized widely to other locations or countries.
British Food Journal, 2020
PurposeThe purpose of this study is to investigate the effect of fast-food restaurant service quality (compound effect of food quality, physical environment quality and employee service quality) and its dimensions (when acting independently) on customer perceived value, satisfaction and behavioural intentions.Design/methodology/approachData was collected from 400 fast-food restaurant customers in Fiji using a public-intercept survey. The study used descriptive and inferential analysis. This research also used backward elimination multiple regressions to test the hypotheses of this study.FindingsThe compound effect of fast-food restaurant service quality dimensions on customer perceived value revealed food quality and physical environment quality are significant determinants of customer perceived value, however employee service quality is not. In contrast, the effect of the fast-food service quality dimensions acting independently on customer perceived value revealed the three dimens...
The Role of Customer Values in Increasing Tourist Satisfaction in Gianyar Regency, Bali, Indonesia
Journal of Asian Finance, Economics and Business, 2021
Customer value has long been believed to be a direct trigger for increased tourist satisfaction, but as a mediating variable, it still needs to be proven further. This paper aims to examine the causal relationship between research variables, as well as to examine the role of customer value as a mediating variable in the relationship between service quality, brand quality, tourism products, customer value, and tourist satisfaction with tourists’ objects. The population is tourists who visit tourist sites/destinations in the Gianyar Regency on the island of Bali, Indonesia, and the sample size is 270 respondents, selected through random sampling. Structural equation modeling (SEM), a multivariate statistical analysis technique, is used to analyze the causal relationships between variables. The results show that the model is accepted, and customer value is proven to be a positive mediating variable. The results also show that service quality, brand quality, and tourism products have an...
Proceedings of the 2019 International Conference on Organizational Innovation (ICOI 2019), 2019
This study aims to examine the direct effect of service quality on perceived value, the direct influence and indirect influence of service quality on satisfaction, the direct influence and indirect influence of service quality on customer loyalty, the direct effect of perceived value on satisfaction, the direct influence and indirect perceived effects value towards customer loyalty, and direct satisfaction effect on customer loyalty in Structural Equation Modelling (SEM). The study sample consisted of customers who stayed at several hotels in Tarakan in May and June 2018. To achieve the objectives of this study, SmartPLS 3.0 Professional was used to test convergent validity and discriminant validity as well as tools to develop structural models and test hypotheses. The results of this study indicate that all the hypotheses proposed in this study were proven and accepted. In addition, the results of testing indirect effects between variables were also discussed in this study. Theoretically, the results of this study contribute to the development of a loyalty model, whereas pragmatically, it could be useful as material for the preparation of marketing strategies to increase hotel customer loyalty.