Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention in Restaurants: An Integrated Structural Model. Issue 4 (4th July 2021)

• Record Type: Journal Article
• Authors: Tuncer, Ilhami; Unusan, Cagatay; Cobanoglu, Cihan
• Is Part Of: Journal of quality assurance in hospitality & tourism. Volume 22:Issue 4(2021)
• Page Start: 447
• Page End: 475
• Publication Date: 2021-07-04
• Subjects: Service quality -- customer satisfaction -- behavioral intention -- perceived value -- restaurant industry; Hospitality industry -- Periodicals; Tourism -- Periodicals; Quality assurance -- Periodicals; 338.479105
• DOI: 10.1080/1528008X.2020.1802390
• Languages: English
• ISSNs: 1528-008X

Abstract

ABSTRACT: 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.