The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States
The present paper studies the importance of social servicescape factors to customer satisfaction in middle-priced restaurant services. This paper fills the existing literature gap on the importance of social servicescape factors onto customers’ satisfaction in middle-priced services. A survey of 514...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2020-09-01
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| Series: | Journal of Open Innovation: Technology, Market and Complexity |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2199-8531/6/3/77 |
| _version_ | 1797669216977944576 |
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| author | Mangirdas Morkunas Elzė Rudienė |
| author_facet | Mangirdas Morkunas Elzė Rudienė |
| author_sort | Mangirdas Morkunas |
| collection | DOAJ |
| description | The present paper studies the importance of social servicescape factors to customer satisfaction in middle-priced restaurant services. This paper fills the existing literature gap on the importance of social servicescape factors onto customers’ satisfaction in middle-priced services. A survey of 514 respondents from three capitals of the Baltic States was conducted for the purpose of the present study. Descriptive statistics together with an independent samples <i>t</i>-test and partial least squares path analysis were employed for data processing. The results obtained confirmed the hypothesis about the importance of social servicescape attributes to customer satisfaction. The study also highlighted the difference in gender attitudes towards intangible aspects of service delivery. The research confirmed the existence of a relationship between customer satisfaction and repurchase intentions, although to a lesser extent than could have been anticipated from the literature review. The findings of the study covered by the present paper allow us to position middle-priced restaurants closer to luxury ones compared to casual restaurants |
| first_indexed | 2024-03-11T20:40:55Z |
| format | Article |
| id | doaj.art-00a9f910936b4eae9cf8d0e3936505ec |
| institution | Directory Open Access Journal |
| issn | 2199-8531 |
| language | English |
| last_indexed | 2024-03-11T20:40:55Z |
| publishDate | 2020-09-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Journal of Open Innovation: Technology, Market and Complexity |
| spelling | doaj.art-00a9f910936b4eae9cf8d0e3936505ec2023-10-02T02:07:57ZengElsevierJournal of Open Innovation: Technology, Market and Complexity2199-85312020-09-016777710.3390/joitmc6030077The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic StatesMangirdas Morkunas0Elzė Rudienė1Faculty of Economics and Business Administration, Vilnius University, Sauletekio Ave. 9, 01513 Vilnius, LithuaniaBusiness School, Vilnius University, Sauletekio Ave. 21, 01513 Vilnius, LithuaniaThe present paper studies the importance of social servicescape factors to customer satisfaction in middle-priced restaurant services. This paper fills the existing literature gap on the importance of social servicescape factors onto customers’ satisfaction in middle-priced services. A survey of 514 respondents from three capitals of the Baltic States was conducted for the purpose of the present study. Descriptive statistics together with an independent samples <i>t</i>-test and partial least squares path analysis were employed for data processing. The results obtained confirmed the hypothesis about the importance of social servicescape attributes to customer satisfaction. The study also highlighted the difference in gender attitudes towards intangible aspects of service delivery. The research confirmed the existence of a relationship between customer satisfaction and repurchase intentions, although to a lesser extent than could have been anticipated from the literature review. The findings of the study covered by the present paper allow us to position middle-priced restaurants closer to luxury ones compared to casual restaurantshttps://www.mdpi.com/2199-8531/6/3/77social servicescapecustomer satisfactionrepurchaserestaurantsBaltic States |
| spellingShingle | Mangirdas Morkunas Elzė Rudienė The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States Journal of Open Innovation: Technology, Market and Complexity social servicescape customer satisfaction repurchase restaurants Baltic States |
| title | The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States |
| title_full | The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States |
| title_fullStr | The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States |
| title_full_unstemmed | The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States |
| title_short | The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States |
| title_sort | impact of social servicescape factors on customers satisfaction and repurchase intentions in mid range restaurants in baltic states |
| topic | social servicescape customer satisfaction repurchase restaurants Baltic States |
| url | https://www.mdpi.com/2199-8531/6/3/77 |
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