Development of a Relationship Quality Measurement Instrument for Casual Dining Restaurants
This study seeks to develop a relationship quality measurement too that can be used in casual or family dining restaurants. This study also identifies factors that contribute to the establishment of relationship quality in casual dining / family restaurants. The measurement instrument can be used to...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
AfricaJournals
2020-09-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_21_9_4__698-716.pdf |
| _version_ | 1818514974281039872 |
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| author | Sisa Ngcwangu Sindisiwe Phulile Vibetti Joseph Robert Roberson |
| author_facet | Sisa Ngcwangu Sindisiwe Phulile Vibetti Joseph Robert Roberson |
| author_sort | Sisa Ngcwangu |
| collection | DOAJ |
| description | This study seeks to develop a relationship quality measurement too that can be used in casual or family dining restaurants. This study also identifies factors that contribute to the establishment of relationship quality in casual dining / family restaurants. The measurement instrument can be used to assess quality of relationships in casual dining restaurants. This study followed a quantitative research approach; a self-report questionnaire was distributed in order to collect data of casual dining restaurant patrons. A total of 211 self-administered questionnaires were completed and the data were analysed using STATA (V12). Confirmatory and principal factor analysis was conducted on the measurement instrument. Analysis of literature revealed five items: food quality, quality of service, food price, physical environment and location as key building blocks for relationship quality, thus leading to increased loyalty and guest satisfaction. Confirmatory factor analysis was carried out on the measurement instrument, and unidimensionality of each construction was tested and unacceptable objects were excluded. Principle analysis was used to classify the constructs and an alternative theoretical model was adopted. This study recommends that restaurants should apply relationship quality in order to secure satisfied and loyal customers. |
| first_indexed | 2024-12-11T00:22:58Z |
| format | Article |
| id | doaj.art-f394789c5c7c467da29e4c61c4faa6e6 |
| institution | Directory Open Access Journal |
| issn | 2223-814X |
| language | English |
| last_indexed | 2024-12-11T00:22:58Z |
| publishDate | 2020-09-01 |
| publisher | AfricaJournals |
| record_format | Article |
| series | African Journal of Hospitality, Tourism and Leisure |
| spelling | doaj.art-f394789c5c7c467da29e4c61c4faa6e62022-12-22T01:27:40ZengAfricaJournalsAfrican Journal of Hospitality, Tourism and Leisure2223-814X2020-09-0194698716https://doi.org/10.46222/ajhtl.19770720-46Development of a Relationship Quality Measurement Instrument for Casual Dining RestaurantsSisa Ngcwangu0Sindisiwe Phulile Vibetti 1Joseph Robert Roberson2School of Hospitality and Tourism Management, Faculty of Economics Development and Business Sciences, University of MpumalangaDepartment of Hospitality Management, Faculty of Management Sciences, Tshwane University of TechnologyDepartment of Hospitality Management, Faculty of Management Sciences, Tshwane University of TechnologyThis study seeks to develop a relationship quality measurement too that can be used in casual or family dining restaurants. This study also identifies factors that contribute to the establishment of relationship quality in casual dining / family restaurants. The measurement instrument can be used to assess quality of relationships in casual dining restaurants. This study followed a quantitative research approach; a self-report questionnaire was distributed in order to collect data of casual dining restaurant patrons. A total of 211 self-administered questionnaires were completed and the data were analysed using STATA (V12). Confirmatory and principal factor analysis was conducted on the measurement instrument. Analysis of literature revealed five items: food quality, quality of service, food price, physical environment and location as key building blocks for relationship quality, thus leading to increased loyalty and guest satisfaction. Confirmatory factor analysis was carried out on the measurement instrument, and unidimensionality of each construction was tested and unacceptable objects were excluded. Principle analysis was used to classify the constructs and an alternative theoretical model was adopted. This study recommends that restaurants should apply relationship quality in order to secure satisfied and loyal customers.https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_21_9_4__698-716.pdfrelationship qualitycasual diningrestaurantsmeasurement instrumentguest satisfaction |
| spellingShingle | Sisa Ngcwangu Sindisiwe Phulile Vibetti Joseph Robert Roberson Development of a Relationship Quality Measurement Instrument for Casual Dining Restaurants African Journal of Hospitality, Tourism and Leisure relationship quality casual dining restaurants measurement instrument guest satisfaction |
| title | Development of a Relationship Quality Measurement Instrument for Casual Dining Restaurants |
| title_full | Development of a Relationship Quality Measurement Instrument for Casual Dining Restaurants |
| title_fullStr | Development of a Relationship Quality Measurement Instrument for Casual Dining Restaurants |
| title_full_unstemmed | Development of a Relationship Quality Measurement Instrument for Casual Dining Restaurants |
| title_short | Development of a Relationship Quality Measurement Instrument for Casual Dining Restaurants |
| title_sort | development of a relationship quality measurement instrument for casual dining restaurants |
| topic | relationship quality casual dining restaurants measurement instrument guest satisfaction |
| url | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_21_9_4__698-716.pdf |
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