How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case
The concept of servicescape and its effect on customer satisfaction and behavioral intentions has been studied extensively in various areas of service retailing but not in the family branded restaurants in Malaysia. The aim of this paper is to fill in some of the research gap by testing the effects...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English English |
| Published: |
2010
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/12518/1/ID%2012518.docx |
| _version_ | 1825945066552688640 |
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| author | Othman, Mohhidin Goodarzirad, Bahar Abdul Karim, Muhammad Shahrim |
| author_facet | Othman, Mohhidin Goodarzirad, Bahar Abdul Karim, Muhammad Shahrim |
| author_sort | Othman, Mohhidin |
| collection | UPM |
| description | The concept of servicescape and its effect on customer satisfaction and behavioral intentions has been studied extensively in various areas of service retailing but not in the family branded restaurants in Malaysia. The aim of this paper is to fill in some of the research gap by testing the effects of servicescape (facility aesthetics, layout accessibility, seating comfort, ambient condition and cleanliness) on diners' satisfaction and behavior. Findings include the important role of functional and effective servicescape components in shaping diners' satisfaction and their behavioral intentions. Each dimension was identified as the determining attributes which strongly predicted the satisfaction and their important roles in the formation of future repatronage intentions. The finding also provides insights to the restaurants on the importance of servicescape in eliciting positive images of the restaurants. Hence, the restaurants will be able to better serve the customers and increase their satisfaction and revisit intentions. |
| first_indexed | 2024-03-06T07:25:43Z |
| format | Conference or Workshop Item |
| id | upm.eprints-12518 |
| institution | Universiti Putra Malaysia |
| language | English English |
| last_indexed | 2024-03-06T07:25:43Z |
| publishDate | 2010 |
| record_format | dspace |
| spelling | upm.eprints-125182013-11-11T07:57:15Z http://psasir.upm.edu.my/id/eprint/12518/ How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case Othman, Mohhidin Goodarzirad, Bahar Abdul Karim, Muhammad Shahrim The concept of servicescape and its effect on customer satisfaction and behavioral intentions has been studied extensively in various areas of service retailing but not in the family branded restaurants in Malaysia. The aim of this paper is to fill in some of the research gap by testing the effects of servicescape (facility aesthetics, layout accessibility, seating comfort, ambient condition and cleanliness) on diners' satisfaction and behavior. Findings include the important role of functional and effective servicescape components in shaping diners' satisfaction and their behavioral intentions. Each dimension was identified as the determining attributes which strongly predicted the satisfaction and their important roles in the formation of future repatronage intentions. The finding also provides insights to the restaurants on the importance of servicescape in eliciting positive images of the restaurants. Hence, the restaurants will be able to better serve the customers and increase their satisfaction and revisit intentions. 2010 Conference or Workshop Item NonPeerReviewed application/msword en http://psasir.upm.edu.my/id/eprint/12518/1/ID%2012518.docx Othman, Mohhidin and Goodarzirad, Bahar and Abdul Karim, Muhammad Shahrim (2010) How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case. In: 11th International World Cultural Tourism Conference, 12-14 October 2010, Hangzhou, China. . (Submitted) Diners (Restaurants) Consumer satisfaction Restaurants-Malaysia - Case studies English |
| spellingShingle | Diners (Restaurants) Consumer satisfaction Restaurants-Malaysia - Case studies Othman, Mohhidin Goodarzirad, Bahar Abdul Karim, Muhammad Shahrim How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case |
| title | How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case |
| title_full | How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case |
| title_fullStr | How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case |
| title_full_unstemmed | How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case |
| title_short | How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case |
| title_sort | how servicesape affects diners satisfaction and their behavioral intentions in family chain restaurants a malaysian case |
| topic | Diners (Restaurants) Consumer satisfaction Restaurants-Malaysia - Case studies |
| url | http://psasir.upm.edu.my/id/eprint/12518/1/ID%2012518.docx |
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