Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention
- Authors
- Han, Heesup; Hyun, Sunghyup Sean
- Issue Date
- May-2017
- Publisher
- ELSEVIER SCI LTD
- Keywords
- Luxury hotel restaurant; Physical environment quality; Service quality; Food quality; Customer satisfaction; Intentions
- Citation
- INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, v.63, pp.82 - 92
- Indexed
- SSCI
SCOPUS
- Journal Title
- INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
- Volume
- 63
- Start Page
- 82
- End Page
- 92
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/152475
- DOI
- 10.1016/j.ijhm.2017.03.006
- ISSN
- 0278-4319
- Abstract
- This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests' satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact 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 significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons' intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved.
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