International business travellers' experience with luxury hotel restaurants: the impact of foodservice experience and customer satisfaction on dining frequency and expenditure

Abstract

Prior literature has mainly focused on the conceptualisation and examination of tourist behaviour in general. This study attempts to examine international business travellers’ experience with luxury hotel restaurants and propose foodservice experience as a key driver of satisfaction, dining frequency and dining expenditure in formation of causal relationships. A total of 278 questionnaires were collected to conduct statistical analysis. Partial least squares (PLS) based structural equation modelling (SEM) technique was performed to assess the proposed relationships. Empirical findings support the positive relationship between foodservice experience, customer satisfaction, their dining frequency and dining expenditure. It was found that customer satisfaction positively influences their dining expenditure while the proposed positive relationship between customer satisfaction and their dining frequency was not supported. Furthermore, the first order constructs on the designated second order construct support customer foodservice experience as second order reflective construct with four dimensions comprising of product component, service component, price component and healthy component. The practical implications and limitation are discussed in detail.