The Role of Food Quality, Service Quality, and Physical Environment on Customer Satisfaction and Future Behavioral Intentions in Casual Dining Restaurant
The 7th National Research Management Conference, Sriwijaya University - Palembang, Indonesia (27-28 November 2013).
10 Pages Posted: 4 Dec 2013
Date Written: July 25, 2013
Dining out is no longer become a new activity conference for most Indonesian urban. In recent years the rushing waves of various non-Indonesian cuisines are popping up in numerous casual dining restaurants in the big cities surround Indonesia, particularly in Jakarta. Hence, this study is empirically investigates customers’ perception of dining experiences (food quality, service quality and physical environment) and its influences on customer satisfaction and future behavioral intentions in casual dining restaurant in Jakarta. Sample of this study was collected from 213 customers of a two well-known casual dining restaurants that offered full table service in South Jakarta, multiple regression analysis in this study revealed that: (1) three aspects of dining experience, namely food quality, service quality and physical environment has positively influence on customer satisfaction, and (2) customer satisfaction positively influence on behavioral intentions. Theoretical and practical implications both for academic researchers and marketing practitioners are also discussed.
Keywords: food quality, service quality, physical environment, customer satisfaction, future behavioral intentions
JEL Classification: M00, M31, D10, L80
Suggested Citation: Suggested Citation