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Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: an integrated structural model

By İlhami Tuncer, Çağatay Ünüsan and Cihan Çobanoğlu


WOS:000558408800001The objective of this study is to determine the effects of service quality, perceived value and customer satisfaction on behavioral intention. The study also introduces a new integrated structural model that combines service quality's dimensions of food quality, employee service quality, timeliness, esthetics, facility comfort and cleanliness. An explanatory and a confirmatory factor analysis was applied to develop and confirm the six-dimensional service quality scale based on data obtained from 309 customers who received service from a particular restaurant. Path analysis was also applied to examine the relationships of service quality, perceived value, and customer satisfaction with behavioral intention. The results show that service quality has a positive effect on customer satisfaction, while customer satisfaction and perceived value have positive effects on customers' behavioral intentions. In addition, other dimensions other than aesthetics have a positive role in customer satisfaction, while service quality, facility comfort and timeliness have a positive effect on perceived value. This study contributes to the service quality literature and has practical managerial implications

Topics: Service Quality, Customer Satisfaction, Behavioral Intention, Perceived Value, Restaurant İndustry
Publisher: 'Informa UK Limited'
Year: 2020
DOI identifier: 10.1080/1528008X.2020.1802390
OAI identifier:
Provided by: DSpace@KMU
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