Exploring factors on customers’ restaurant choice: an analysis of restaurant attributes
By Pei Liu, E. Tse. British Food Journal, 2018
146 citations recorded by the source corpus.
Purpose The purpose of this paper is to identify the importance and performance of customers’ full-service restaurant selection factors in the USA using the importance-performance analysis model. Design/methodology/approach An online survey was distributed to participants who were 19 years of age or older and had dined at a full-service restaurant in the past month. A total of 413 valid surveys were collected. Descriptive statistics were used to summarize the demographic information, satisfaction of restaurant attributes, revisit intention, and scores of importance-performance items. Path analysis was applied to group customer’s perceived importance of restaurant attributes and was used to analyze relationships among five attribute dimensions, satisfaction and revisit intention. Findings “Accurate guest check,” “prompt service,” “overall value of the dining experience,” and “lighting” were very important to customers but the restaurants’ performances in these areas were not satisfactory. Three attribute dimensions (food, service, and price and value) were positively and directly related to customer satisfaction and their effects are partially mediated. However, atmosphere and satisfaction are negatively and partially mediated in this study. Practical implications Food, service, price and value, and atmosphere dimensions have larger direct effects than indirect effect on revisit intentions. Their impacts on revisit intentions are partially mediated by satisfaction. Thus, great performance alone may not significantly improve revisit intentions. However, great performance can increase customer satisfaction, which has a stronger influence on revisit intentions. Originality/value This research explored the mediating effects of satisfaction between five restaurant dimensions and behavioral intentions.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/60457f9401ca289bebd27752af15ac89843d5f28
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Marketing
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Authenticity, Quality, and Loyalty: Local Food and Sustainable Tourism Experience (2019, background): “According to Liu and Tse [64], four factors—food, service, the physical environment, and customer value—are positively and directly related, not only to dining satisfaction but to behavioral intentions.”
- Perceived authenticity of traditional branded restaurants (China): impacts on perceived quality, perceived value, and behavioural intentions (2020, background): “Extant studies have shown the quality of food, physical environment, and service as important antecedents of perceived value and behavioural intentions in the restaurant setting (Ha & Jang, 2010; Liu & Tse, 2018; Muskat et al., 2019; Ryu, Lee, & Kim, 2012). In particular, food quality is well accept”