Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: an integrated structural model
Yükleniyor...
Tarih
2020
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Routledge
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
The objective of this study is to determine the effects of service quality, perceived value and customer satisfaction on behavioral intention. The study also introduces a new integrated structural model that combines service quality's dimensions of food quality, employee service quality, timeliness, esthetics, facility comfort and cleanliness. An explanatory and a confirmatory factor analysis was applied to develop and confirm the six-dimensional service quality scale based on data obtained from 309 customers who received service from a particular restaurant. Path analysis was also applied to examine the relationships of service quality, perceived value, and customer satisfaction with behavioral intention. The results show that service quality has a positive effect on customer satisfaction, while customer satisfaction and perceived value have positive effects on customers' behavioral intentions. In addition, other dimensions other than aesthetics have a positive role in customer satisfaction, while service quality, facility comfort and timeliness have a positive effect on perceived value. This study contributes to the service quality literature and has practical managerial implications.
Açıklama
WOS:000558408800001
Anahtar Kelimeler
Service Quality, Customer Satisfaction, Behavioral Intention, Perceived Value, Restaurant İndustry
Kaynak
WoS Q Değeri
N/A
Scopus Q Değeri
Q1
Cilt
Sayı
Künye
İlhami T., Ünüsan, Ç., Çobanoğlu, C. (2020). Service quality, perceived value and customer satisfaction on behavioral ıntention in restaurants: an ıntegrated structural model. Journal of Quality Assurance in Hospitality & Tourism, DOI:10.1080/1528008X.2020.1802390
