Examining consumer experience in a gourmet food hall: Impacts on satisfaction and behavioural intentions

Abstract

The restaurant attributes have been demonstrated to influence diners’ satisfaction and loyalty significantly and it is associated with the moderating variables of age, income and education. The study objectives are: (a) to explore the consumer experience in a gourmet food hall; (b) to examine quality factors influencing consumer satisfaction, which in turn leads to loyalty; and (c) to analyze the moderating effect of demographic traits on customer satisfaction and loyalty. This study analyses the relationship between these variables, specifically in a gourmet food hall. For the data analysis, exploratory factor analysis and structural equation modelling analysis were used to obtain the significant factors and identify the satisfaction and loyalty predictors. The results determined that price, food attribute, service and atmosphere affect consumer satisfaction and loyalty. Furthermore, age, income level, and education play a moderating role in satisfaction and loyalty. These results indicate that consumers in the gourmet food hall prioritize restaurant features, satisfaction, and loyalty, which are shaped by age, income, and education.