Impact of hotel-restaurant image and quality ofphysical-environment, service, and food on satisfaction and intention

Abstract

tThis study developed a theoretical framework in which overall image, image congruence, and quality ofphysical environment, service, and food affect guests’ satisfaction and intentions to revisit a luxury hotelrestaurant and visit other restaurants of the same hotel by considering the influence of conspicuousnessas a moderator. The measurement model assessment revealed that all items included an acceptable levelof measurement quality. Results of the structural analysis indicated that the research variables werein general significantly associated; quality dimensions and satisfaction had a mediating role; and theimpact 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 signif-icant moderator. Overall, our proposed theoretical framework was found to include a sufficient powerin predicting patrons’ intentions for luxury hotel restaurant products. Using this quantitative approach,our research objectives were wholly achieved.