Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model

Tuncer, İlhami; Ünüsan, Çağatay; Çobanoğlu, Cihan

doi:10.1080/1528008x.2020.1802390

Cited by 110 publications

(106 citation statements)

References 102 publications

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“…However, Qin and Prybutok (2009) found no influence of the perceived value on customer satisfaction, which contrasts with the findings of previous studies (e.g. Y€ uksel and Y€ uksel, 2003;Andaleeb and Conway, 2006;Namin, 2017;Tuncer et al, 2020). Moreover, in addition to the dimensions of food, price, tangible elements, reliability, assurance, responsiveness and empathy, Qin and Prybutok (2009) included the measurement of failure recovery, evaluating the service quality in five dimensions: tangible, reliability/responsiveness, recovery, assurance and empathy.…”

Section: Measuring Restaurants Service Qualitycontrasting

confidence: 77%

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How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services

Tontini

Santos

Kroenke

et al. 2021

BIJ

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PurposeThe purpose of this study is to demonstrate how to use customer spontaneous comments to identify which aspects influence the overall customer satisfaction with restaurant services from a nonlinear perspective.Design/methodology/approachThe authors collected data from 399 spontaneous comments about a chain of fast-food restaurants in Brazil. The comments are freely available on the TripAdvisor portal and were extracted and classified according to seven dimensions related to the quality of services: tangibles, reliability, responsiveness, assurance, empathy, quality of the food and price. Next, the authors combine the critical incident technique (CIT) and the penalty-reward contrast analysis (PRCA) to investigate the nonlinear relationship between service quality assessment and overall customer satisfaction.FindingsThe method of integrating CIT with PRCA explains 64.7% of the variation in the customer's assessment of the services provided (RAdj2 = 0.647). This shows that spontaneous comments from customers are related to their overall satisfaction with the service provided. Besides, the findings suggest that consumers tend to comment more about positive than negative experiences regarding aspects related to food, attendants' empathy and service assurance, and more negative comments about aspects related to responsiveness and price. However, it was found that negative comments have a stronger influence on overall satisfaction than positive comments.Originality/valueUsing comments available for free on the Internet and evaluating how positive and negative comments can jointly influence customer satisfaction, the proposed methodology demonstrates how restaurants can use their customers' spontaneous comments to identify critical aspects to be managed and improved. To the best of authors’ knowledge, this is the first study presenting how restaurants can use customer spontaneous comments, freely available on the internet, to identify the relevance of different aspects of the services provided from a nonlinear perspective. In addition, the present study shows that although customers spontaneously tend to share more positive than negative comments about restaurant services, events related to negative experiences have a stronger influence on overall satisfaction.

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Section: Measuring Restaurants Service Qualitycontrasting

confidence: 77%

“…Prior studies also show that the food quality and perceived value are antecedents of customer satisfaction (Namin, 2017;Tuncer et al, 2020). Qin and Prybutok (2009) identified that service quality and food quality are the two main determinants of customer satisfaction.…”

Section: Measuring Restaurants Service Qualitymentioning

confidence: 96%

How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services

Tontini

Santos

Kroenke

et al. 2021

BIJ

View full text Add to dashboard Cite

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“…According to Uzir et al (2021), satisfaction is a psychological feeling of an individual within emotional state resulting from the comparison of performance of the brand with the expectations of individual. If the performance lags behind the expectations, state of dissatisfaction arises whereas consumer delights or satisfies if the performance matches or exceeds the expectations (Tuncer et al, 2021). Studies argue that satisfaction is the evaluation of the performance of any brand customer is using (Andre et al, 2020;Wang et al, 2021) based on multiple criteria set by the customers for measuring the quality of brands they are using (Lin et al, 2020).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Integrated Marketing Communication and Customer Satisfaction as a function of Customer Loyalty with the Moderating role of Product Innovation Moderation

Adnan

Khan

Hayee

2021

sbsee

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Purpose: The basic aim of the current study is to investigate the impact of integrated marketing communication on customer loyalty especially in the individuals living in South Punjab, Pakistan. Design/Methodology/Approach: The paper focuses on a survey with a 7.0-point Likert Scale questionnaire using 55 items including all variables and constructs. The sample population was used from South Punjab, Pakistan comprising of individuals living in this area. PLS-SEM was used as an analysis tool for this quantitative data. Findings: The primary finding of the study is to use the innovative technology so as to provide the new and unique features within brands so as to enhance the loyalty within customers. Implications/Originality/Value: The study uses a single moderator and mediator which restricts the study to this domain only. Future research may use some other variables like brand trust and brand commitment as moderator and/or mediator to extend this current study. Moreover, future research may use longitudinal approach to avoid any data bias. The researchers focus on the technological advancement for product innovations so as to satisfy the needs and wants of customer which consequently leads to increase the customer loyalty towards the brands. This study is novel in its nature as it discusses the relationship between IMC and Customer loyalty with the moderating effect of Product Innovation. The paper provides an illusion to the fact that the employees require the new and innovative brands which forces the companies to augment not only the features of their brands but the communication campaign as well

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“…Another researh by Pratiwi and Sutopo (2012); Afthanorhan et al (2019); Hussain et al (2015) with service quality and price have a positive and significant effect on the satisfaction. In adition Oktaviasari and Rachma (2018); Malik et al (2012); Tuncer et al (2021) shows that the variables of service quality, rates and timeliness are positive and significant on customer satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Passenger satisfaction and decision of repurchasing on rail transportation services

Arianti

Pahala

Setyawati

et al. 2021

MBR

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The purpose of the study was to determine and analyze the effect of train rates, comfort and timeliness on passenger satisfaction and the impact of repurchase decision of train transportation services for the Jenggala Train on the Sidoarjo-Mojokerto route, at East Java, Indonesia. The main problem, there are complaints about unsatisfactory service, inaccuracy of departure and arrival time at the station aim. Also, the passenger capacity provided is large, but the volume transport is still minimal and there is no data on passengers who make repeat purchases. The sample are 100 Jenggala train crossing service Sidoarjo-Mojokerto passengers. Method of data analyze used path analysis. The result showed that the changes of rate amount, experience of passenger comfort, and timeliness of train travel had major impact on the decision of repurchase. As a theorithical and practical implication, the improvement of service user facilities at the station and on the train is very important needed to create comfort for users of transportation services train, because the comfort variable has a significant effect dominant in influencing purchasing decisions.

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Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model

Cited by 110 publications

References 102 publications

How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services

How to use spontaneous customer comments to identify nonlinear background of satisfaction with restaurant services

Integrated Marketing Communication and Customer Satisfaction as a function of Customer Loyalty with the Moderating role of Product Innovation Moderation

Passenger satisfaction and decision of repurchasing on rail transportation services

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