Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention

Heesup Han, Sunghyup Hyun

Research output: Contribution to journalArticle

76 Scopus citations

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.

Original languageEnglish
Pages (from-to)82-92
Number of pages11
JournalInternational Journal of Hospitality Management
Volume63
DOIs
StatePublished - 2017 May 1

Keywords

  • Customer satisfaction
  • Food quality
  • Intentions
  • Luxury hotel restaurant
  • Physical environment quality
  • Service quality

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