Service Quality, Perceived Value And Customer Satisfaction On Behavioral Intention In Restaurants: An Integrated Structural Model
JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM(2021)
摘要
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.
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关键词
Service quality, customer satisfaction, behavioral intention, perceived value, restaurant industry
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