Key Determinants of Upscale Restaurant Patrons' Repeat Purchase Behavior: Testing the Impact of Inertia

Abstract

As the intensity of competition grows in the upscale restaurant marketplace, customer retention is becoming increasingly more vital. Understanding how to retain existing patrons and identifying the drivers of retention are essential for every restaurant's success. This study examined the role of reputation, service performance, and affect in generating retention in an upscale restaurant sector by considering the moderating impact of inertia. An online survey method was employed to collect the data. A structural equation modeling was utilized to test the proposed model and hypothesized relationships. Findings of the measurement model assessment showed the adequate level of the measurement quality. Results of the structural analysis revealed that the proposed linkages among research variables are all significant. These variables also satisfactorily accounted for the total variance in retention. Our findings further indicated the criticality of positive affect as compared to other research variables. Lastly, inertia was identified to include an important moderating impact on the negative affect and retention relationship. Overall, the results of the present study provide valuable information to restaurant practitioners and researchers concerning patron retention.