Impact of hotel-restaurant image and quality ofphysical-environment, service, and food on satisfaction and intention
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Date
2017
Journal Title
Journal ISSN
Volume Title
Publisher
Elservier
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.
Description
International Journal of Hospitality Management 63 (2017) 82–92
Keywords
Luxury hotel restaurant; Physical environment quality; Service quality; Food quality; Customer satisfaction; Intentionsa