The Role of Food Quality, Service Quality, and Physical Environment on Customer Satisfaction and Future Behavioral Intentions in Casual Dining Restaurant

2013 ◽  
Author(s):  
Ivyanno Utama Canny
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Behavioral Intentions ◽  
Quality Service ◽  
Casual Dining ◽  
Casual Dining Restaurant

scholarly journals PENGARUH KUALITAS MAKANAN, KUALITAS LAYANAN, DAN LINGKUNGAN FISIK RESTORAN TERHADAP KEPUASAN SERTA NIAT BERPERILAKU

2018 ◽  
pp. 1347
Author(s):  
Gita Ekowati Anjarsari ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Physical Environment ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Research Show

The purpose of this study is to explain the effects of food quality, service quality, and physical environment on customer satisfaction and behavioral intention. The sample used are 150 respondents using purposive sampling who have minimal education of senior high school or equal and have been in Nanny’s Pavillon at least twice in the last six months. Data Analyzed using Structural Equation Model (SEM). The results of this study indicate the construct of food quality, service quality, and physical environment has positive and significant effects on customer satisfaction and behavioral intention. The implications on this research show that the customer of Nanny’s Pavillon chooses the food quality such as the catchy food display, variety of the menu, delicious food, also the temperature of the dish as appropriate. The advices for Nanny’s Pavillon managements are to pay more attention to the service,Therefore, the satisfaction of Nanny’s Pavillon customer can be increase so then will effects on behavioral intention in the future.

scholarly journals ANALYSIS OF ATMOSPHERICS, FOOD QUALITY, SERVICE QUALITY, AND PERCEIVED VALUE THAT ARE DIED BY ASICICOMIC SATISFACTION TO BEHAVIORAL INTENTION

2019 ◽  
Vol 17 (1) ◽  
pp. 15
Author(s):  
Rowlan Takaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Quantitative Approach ◽  
Quality Service ◽  
The Way

The problem of this research was to identified the factors that have effects on behavioral intentions such as analsys atmospherics, food quality, and service quality, perceived value, with mediation customer satisfaction.The objectives of this research was people who ever tried Nanny’s Pavillon in South Jakarta. The methodology of this research was the design applies quantitative approach. Data collected by 154 customers of Nanny’s Pavillon. Finding and contribution in this research was provide suggestion for Nanny’s Pavillon to concern about the way to atmospherics, food quality, service quality, perceived value, and customer satisfaction because it has an effect to behavioral intentions for Nanny’s Pavillon.Research Limitation/ implication in this research were this research only for the Nanny’s Pavillon’s customer in South Jakarta, so this result of this research couldn’t be generalization and not applied for all Nanny’s customer in Jakarta

scholarly journals Analysis Of Service Quality, Food Quality, Atmosphere Against Revisit Intention and Positive Word Of Mouth at Casual Dining Restaurant in Batam City

eCo-Buss ◽  
2021 ◽  
Vol 4 (2) ◽  
pp. 230-241
Author(s):  
Ho Gefi Lee ◽  
Renny Christiarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Casual Dining ◽  
Revisit Intention ◽  
Casual Dining Restaurant ◽  
Positive Word Of Mouth ◽  
The Impact

The purpose of this study is to analysis the impact of three elements of service quality dimensions (reliability, responsiveness and tangible), food quality and atmosphere on satisfaction, and to analysis if customer satisfaction have an impact to customer revisit intention and positive word of mouth. Data were collected from customers who had visited casual dining restaurants in Batam city through a self-administered questionnaire. Research questionnaires were distributed by researchers via google form, and have collected 359 (three hundred and fifty-nine) respondent data. This study shows that the three dimensions of service quality and food quality were significant to customer satisfaction. Also, the customer satisfaction were significant to positive word of mouth. But this study also shows that atmosphere was found not significant to customer satisfaction, and customer satisfaction not significant to revisit intention. This research conjectured that factors that influence the customers to be more satisfaction and do revisit to the casual dining restaurant are worthy of repeat research because of the decrease COVID-19 cases in batam city.

scholarly journals Peran Minat Memediasi Pengaruh Quality Service Transaksi Digital terhadap Costumer Satisfaction Pengguna Layanan OVO

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Asep Machpudin ◽  
Ade Titi Nifita ◽  
Garry Yuesa Rosyid ◽  
Ade Perdana Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Digital Technology ◽  
Service Users ◽  
Quality Service ◽  
User Interest ◽  
The People ◽  
Digital Transactions

The development of digital technology is increasing every year, various types of digital technology that exist today is a development of technology that has been there before. The presence of the digital age has helped to encourage human interest to transform digitally. The objectives in this study are: (1) Identifying the effect of digital transaction service quality on customer satisfaction of OVO users, (2) Identifying the effect of service quality of digital transactions on interests, (3) Identifying the effect of interest on customer satisfaction of OVO service users. (4) Identifying the role of interest is able to mediate the effect of digital transaction quality service on customer satisfaction of OVO service users. The population of this research is the people of Jambi City while the sample is the people of Jambi City who more than once used OVO services as many as 150 people. The data method uses path analysis. The results of the study note that quality service has a significant influence on OVO service user interest, quality service and interest have a significant influence on customer satisfaction on OVO service users and quality service has a significant influence on customer satisfaction of OVO service users through interest in Jambi City

scholarly journals Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Soomro Dr. Raheem Bux ◽  
Brohi Noor Ahmed ◽  
Memon Khair Muhammad ◽  
Gilal Rehman Gul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Average Temperature ◽  
Environment Quality ◽  
Customer Perceived Value ◽  
Quality Dimensions

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

scholarly journals ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE

2020 ◽  
Vol 8 (2) ◽  
pp. 18-48
Author(s):  
Priska Liliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Food Quality ◽  
Behavioral Intention ◽  
Quantitative Research ◽  
Total Sample ◽  
Quality Service ◽  
Analysis Method ◽  
Effect Of Food

The purpose of this research is to analyze the effect of food quality, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intention. The analytical method used by the authors in conducting this research is to use quantitative research with a total sample of 100 people who are respondents who are people who eat at Top Yammie restaurants. In carrying out the data collection is done by distributing questionnaires in which there are several items of statement. in this study the variables are divided into several parts including food quality (X1), service quality (X2) to customer satisfaction (Y), and behavioral intention (Z). To measure the amount of influence on these variables, the authors use the path analysis method (path analysis). From the results of the analysis it was found that there was a significant influence both partially and simultaneously on food quality variables, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intentions

scholarly journals The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

2018 ◽  
Author(s):  
Byoungsoo Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Structural Equation ◽  
Switching Costs ◽  
Brand Image ◽  
Loyalty Programs ◽  
Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

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