Impact of hotel-restaurant image and quality of physical-environment,service, and food on satisfaction and intention |
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Institution: | 1. Department of Business Administration, National Taipei University, New Taipei City, Taiwan;2. Department of Business Administration, Fu Jen Catholic University, New Taipei City, Taiwan;3. Department of Finance and International Business, Fu Jen Catholic University, New Taipei City, Taiwan;4. MBA Program in International Management, Fu Jen Catholic University, New Taipei City, Taiwan |
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Abstract: | This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests’ satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact of satisfaction and overall image on decision formation was greater than that of other variables. Moreover, the structural invariance model assessment indicated that conspicuousness acted as a significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons’ intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved. |
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Keywords: | Luxury hotel restaurant Physical environment quality Service quality Food quality Customer satisfaction Intentions |
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