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

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.

Brand Performance Analysis of Selected Casual Dining Restaurants In the Philippine’s National Capital Region: Basis for Proposed Strategic Brand Mechanism Model

Sustainability issues for the Philippine casual dining restaurants have been a widespread problem in the current condition of the pandemic. This paper aimed to propose a business approach, with brand standardization and recalibration, to be able to succeed competently in the market. In order to ensure that customer attitudes fulfil their satisfaction and desire, different drivers of brand success, such as marketing, innovation, service qualities, and corporate social responsibility, are essential. A quantitative-descriptive approach was employed with a Cronbach's alpha coefficient yielded a value of 0.982 with 510 respondents located in the National Capital Region with 46 survey questions. The analysis was done using the Spearman Rho Correlation and Analysis of Variance (ANOVA). The findings revealed that there is no significant relationship between the drivers of brand performance and customer attitudes towards brand preference. Furthermore, the findings have shown that the null statement of the large disparity between the customer profiles was rejected and said that at least one of the two samples has a substantially different meaning. The study depicted a brand standard mechanism model which composed of six brand dimensions, namely Brand Management, Brand Service Performance, Brand Safety Protocols and Sanitation, Brand Technical and Operational Design, Brand Menu Selection and Pricing, and Brand Awareness and Sustainability as part of Strategic Brand Mechanism for Casual Dining Restaurants. It is concluded that the well-being and hygiene of casual dining restaurants have been the most difficult in light of the current standard customer support and satisfaction. It is also inferred that the preferences and happiness of the consumer impact.

The service triad: an empirical study of service robots, customers and frontline employees

PurposeRecent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.Design/methodology/approachIn study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.FindingsThe study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.Practical implicationsThe results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.Originality/valueBuilding on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

Consumer’s preferences among low-calorie food alternatives in casual dining restaurants

Purpose This study aims to examine consumers’ preferences among four calorie-reducing approaches – resizing, reformulation, substitution and elimination – and to understand what motivates consumers to order low-calorie food using the theory of planned behavior (TPB) as a model. Design/methodology/approach A conceptual model was developed based on the TPB with an additional construct of food choice motives. A total of 467 responses were collected. Descriptive statistics, multiple regression and ANOVA were used in the data analysis. Findings Consumers have a clear preference for substitution and elimination. The pattern that ingredients with higher calories were modified at a higher priority indicated that consumers might improve food decisions based on calorie information. Practical implications Restaurants should allow substitution or elimination of certain ingredients from menu items. Including more low-calorie sides will cost restaurants less than changing the main dish. A menu item on an entrée form is more amenable to modification for decreased calorie content as consumers have high taste expectations for popular traditional foods (e.g. burgers and pizza). Originality/value This is the first study to investigate consumers’ preferences among the four popular calorie-reducing approaches. A novel “Build Your Own Meal” approach was used in the questionnaire to allow the participants to choose from more than 150 ingredients, which compensated for personal preferences, thus mitigating possible limitations associated with studies of this kind, and was a good indicator of the participants’ actual ordering behavior.

THE INFLUENCE OF CO-WORKER INCIVILITY TOWARDS DEVIANT BEHAVIOUR: A QUANTITATIVE STUDY OF CASUAL DINING RESTAURANTS FRONTLINE EMPLOYEES IN THE KLANG VALLEY, MALAYSIA

The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of consumption is due to modern lifestyle, socio-demographic, and social media influence. Nevertheless, restaurants struggle to maintain a productive work environment and report to have association with incivility and deviant behaviour which in long run create destruction. The aim of this paper is to examine the influence of co-worker incivility towards employees performing deviant behaviour with the moderating role of emotional labour. Total of 120 questionnaires were distributed to the frontline employees of casual restaurants in the Klang Valley. The result pointed out that there was a significant positive correlation between co-worker incivility and deviant behaviour with a moderating effect of emotional labour.

Intracultural differences in dining behavior and preferences among Hong Kong and Taiwan tourists

Purpose This paper aims to investigate the perceptions by owners and staff working in causal full-service restaurants in Macao of their two major subcultures of customers: Hong Kong Chinese and Taiwan Chinese in terms of their dining behavior and preferences. Design/methodology/approach Face-to-face interviews with 36 service staff of casual dining restaurants in Macao were conducted through the purposive convenience sampling method. Thematic content analysis was conducted in the data analysis. Findings The results reveal that although the customers from the two Chinese subcultures have a similar appearance, use the same Chinese characters and share common cultural inheritances; their dining behavior and preferences are perceived as being different. Practical implications Practical implications are given on how to better design the products and services to meet each subgroup’s needs for enhancing customers’ experience and service quality in restaurant settings. Originality/value This study focuses on examining if there are any sub-cultural differences in food behaviors and preferences among Hong Kong and Taiwan visitors, who are the major tourist sources in the world market. It contributes to the scarce literature on intracultural dining variances of sub-groups within Chinese.