The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants: An Empirical Study of the Food and Beverage Industry in Jakarta

The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants: An Empirical Study of the Food and Beverage Industry in Jakarta

Adilla Anggraeni (Binus Business School, Bina Nusantara University, Indonesia), Lucina Iswi Hapsari Sulistyo (Faculty of Economics and Communication, Bina Nusantara University, Indonesia) and Natalia Affandy (Binus Business School, Bina Nusantara University, Indonesia)
Copyright: © 2020 |Pages: 18
DOI: 10.4018/IJABIM.2020070107

Abstract

The purpose of this research is to identify the factors influencing customers' satisfaction and revisit intentions for full-service restaurants in Jakarta. The recent economic crisis is known to have had a great impact on consumer behavior with regard to restaurants. Therefore, this study is primarily focused on exploring the effects on the traditional antecedents of satisfaction and revisit intentions as full-time restaurants attempt to come up with better marketing strategies. This study involved 150 respondents who recently visited a full-service restaurant within the period of one month prior to the data collection. A confirmatory factor analysis and a reliability analysis were used to test the reliability and validity of the measurements. The hypotheses testing was conducted using a simple and multiple linear regression analysis to test the suitability of the proposed model for measuring satisfaction and revisit intentions. The results of the study showed that atmosphere has a significant influence on customer satisfaction and revisit intention. Customer satisfaction was also found as one of the most significant factors impacting revisit intention in the full-service restaurant industry. Therefore, restaurant managers can use a combination of good price and exciting atmosphere to enhance satisfaction and revisit intention. This study provides insights on full-service restaurants in Indonesia which have not received much attention in both marketing and hospitality literature.

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