The Impact of Environmental, Social, and Governance (ESG) Practices on Service Quality and Business Reputation in the Restaurant Industry

As one of the important aspects in supporting the accommodation and restaurant business. Aautomatically, application of quality of service must be applied by all restaurants and accommodations anywhere, including restaurants and accommodation in the Tidore City. Because, as an area that is trying to improve and develop its tourism sector, of course, the implementation of service quality must be given special attention. Moreover, the quality of service is one of the important factors that affect the interest of visiting tourists to one tourist destination. However, the problem that occurs in the accommodation and restaurant sector in Tidore Islands City is that the level of awareness of the manager regarding the importance of quality of service has not been very good. This certainly greatly affects the interest of tourists visiting in the city of Tidore Islands. This research aims to look at the quality of accommodation services and the quality of restaurant services on their influence on tourist interests. The research method is a quantitative method, where researchers spread questionnaires about the quality of accommodation and restaurant services in Tidore City, so that it can be concluded that the good quality of service greatly affects the interest in tourists visiting. Keywords: Quality of service, Accommodation, Restaurants, Tourist Visiting Interest, Tidore Islands CityKeywords: Quality of service, Accommodation, Restaurants, Tourist Visiting Interest, Tidore Islands City

ESG considerations are increasingly becoming an important issue in investment decisions, influencing investor behaviour and long-term financial performance. This paper explores how environmental, social, and governance (ESG) practices affect investor intentions and behaviour among publicly traded companies in Zimbabwe. Using Stakeholder Theory, the study focused on individual investors on the Zimbabwe Stock Exchange, employing an explanatory design and quantitative approach. A self-administered questionnaire yielded 309 valid responses. Results reveal that environmental practices (path estimate = 0.296) and social practices (path estimate = 0.304) significantly influence stock purchase intentions, while governance practices (path estimate = 0.095) do not show a significant impact. Additionally, stock purchase intentions strongly predict actual stock purchase behaviour (path estimate = 0.716). The study recommends that Zimbabwean companies should prioritise and communicate their environmental and social practices to attract investors, as these factors notably influence stock purchase intentions. While governance practices are important on their own, they are most effective when integrated into a comprehensive ESG framework that aligns environmental, social, and governance efforts towards sustainable organisational performance. It is recommended that companies use big data to strengthen ESG disclosures and drive investor action.

The food and beverage industry has flourished vigorously in most commercial districts in Taiwan. Since the consciousness of Hakka has awakened, Hakka cuisine is gaining in focus. Therefore, the purpose of this study was to investigate the relationships between the Images of featured commercial district, Quality of restaurant service, and Quality of relationship. This study surveyed tourists in Bei-Pu commercial district, using convenient sampling method. The results of this study indicated that Hakka culture certainly features in Bei-Pu commercial district. In the Quality of restaurant service, Reliability had greater estimation compared to other factors. Furthermore, in the Quality of relationship, Satisfaction had greater estimation than Trusty and Commitment. The Images of featured commercial district and the Quality of restaurant service both had positive influences on the Quality of relationship. The findings of this study suggest that government agencies ought to assist in enhancing the characteristics of Hakka cuisine in Bei-Pu featured commercial district; as well as the restaurant industry need to pay attention on cleanness and hygiene of the restaurants, and provide the in-service training for service providers.

Purpose - This research explores the impact of Environmental, Social, and Governance (ESG) practices on employee performance and well-being in private higher education institutions in Bandung, West Java. It seeks to provide insights into how effective ESG integration can enhance organizational performance and employee satisfaction. Methodology - A quantitative approach employing Partial Least Squares Structural Equation Modeling (PLS-SEM) analyzed the relationships among constructs: environmental practices, social practices, governance practices, and the dependent variable, employee performance and well-being. Data were collected from 270 respondents through stratified random sampling across various administrative roles in 138 private higher education institutions. Findings- The results showed that environmental practices positively impact employee performance and well-being, with social practices also contributing. Governance practices mediate and amplify these effects. These findings emphasize the importance of integrating sustainable practices into organizational strategies to improve employee outcomes and overall institutional performance. Originality—This study explores the impact of ESG practices on employee performance in private higher education institutions, focusing on sustainability to enhance engagement and productivity. Unlike previous research, which focused primarily on corporate sectors or public universities, it emphasizes the unique challenges of private institutions, particularly in Bandung, offering new insights into governance practices as mediators.

Understanding overall quality of service, particularly if it regards to fulfilling customers’ needs and exceeding expectations is crucial in food and beverage service operations. The primary purpose of the study was to determine the psychographic measures of service quality of family style restaurants in Davao City. There were a total of one-hundred respondents participated in the study. Demographic characteristics of the respondents were examined to explore effects in the perceived quality of service. Majority of the respondents were male, young professionals. Data were collected by means of validated questionnaires. Using exploratory factor analysis, results revealed three components explaining service quality of family style restaurants which include tangibility, reliability and supply reliability. Findings suggest that preference of family style restaurant is influenced by the provision of service as promised, convenience of the restaurant’s location, and the availability of the staff in handling guests’ requests. While the study found no gender and education based differences, there were marked differences across age groups. Keywords: service quality, psychographic measure, tangibility, reliability, family style restaurants, factor analysis

This study aimed to validate the five dimensions of DINESERV and evaluate service quality of foreign-brand, casual dining restaurants in Korea using DINESERV. It was hypothesized that DINESERV is a valid instrument in the Korean culture, and service quality differs significantly based upon customers' characteristics and restaurants. The factor analysis indicated that (1) tangibles had three subdimensions, and (2) responsiveness had a substantial overlap with assurance. Restaurants in the chain displayed significantly different service qualities. Gender, average spending, and dining occasions significantly impacted the perceptions of service quality.

In the food service industry, both the quality of products and the standard of service are vital in determining customer perceptions and satisfaction levels. This study aims to explore the major factors that affect service quality in Indian restaurants and examine their influence on customer satisfaction (Berezina, 2010, International Journal of Contemporary Hospitality Management, 24[7], 99–1010). The study seeks to assess service quality and customer satisfaction levels through the application of factor analysis, correlation and regression techniques. Data were collected from 630 randomly selected customers, and the analysis was conducted using IBM SPSS Statistics 24 and AMOS (Adriatico, Razalan, Pagbilao, Afalla, & Dela Cruz, 2022, Academic Journal of Interdisciplinary Studies, 11[3], 30). The key service quality dimensions were classified into four categories: Process-related (take-away order system, order tracking, food preparation time), people-related (customer focus, peer influence, special attention to customer needs), physical environment (walking space, restaurant design, directional signage) and performance-related (food temperature, presentation, portion size) (Abdul Razak, Mohd Aminuddin, & Ghazali, 2019, Progressing Beyond and Better: Leading Businesses for a Sustainable Future, European Publisher). Weighted means were employed to describe service quality and customer satisfaction, while multiple regression analysis was used to determine the predictors of satisfaction. A structured model was then developed to offer a framework for enhancing service quality in the restaurant sector. Focusing on these critical dimensions enables businesses to improve customer satisfaction, foster loyalty and achieve sustained success.

With the rise of environmental awareness, trends of avoiding food waste and reducing carbon emissions trends have generated green business opportunities for the food and beverage industry. In this industry, the competitive advantage provided by high service quality is an important factor. In this context, the effects of perceived service quality on green restaurants’ image and customers’ revisit intentions were investigated. Moreover, the effects of green restaurants’ image on revisit intention were discussed. The GRSERV scale was used to measure the service quality of green restaurants in İstanbul; a total of 356 questionnaires were collected. Partial least squares (PLS) path analysis showed that the perceived service quality by customers visiting green restaurant businesses has a positive impact on both green restaurant image and revisit intention. It has also been determined that green restaurant image has significant effects on revisit intention.

To pursuit high quality of catering service has become one of the most important customer trends and how to continuously improve the catering service to meet customer’s satisfaction has been focused for long time for restaurant owners. Many researches have revealed that there are mutual interactions for most factors of the service quality. Therefore, this paper applies a non-additive model for evaluating and improving the service quality of fast-food restaurants. First, factor analysis is used to extract some independent common-factors. Secondly, fuzzy integral is employed to integrate the performance ratings of inter-dependent criterion in each common-factor. Next, fuzzy analytic hierarchy process (FAHP) is utilized to obtain relative weights among each independent common-factor. Lastly, the grey relation analysis (GRA) method is applied to rank the fast-food restaurants according to the service quality. This proposed model serves as an effective tool to measure the factors of service quality and assist fast-food restaurant owners to understand their current level of service quality. Furthermore, it can be used to narrow the expectation gaps between fast-food restaurants and eating-out customers to better satisfy the customers’ needs.

Background: The rapid growth of digital payment systems and increasing customer expectations in the hospitality sector have made service quality a critical factor for business success. Understanding customer perceptions of restaurant services is essential for improving satisfaction and loyalty. Objective: This study aims to analyze customer perceptions of service quality in restaurants, focusing on factors such as tangibles, reliability, responsiveness, assurance, and empathy, and their impact on satisfaction and revisit intentions. Method: A quantitative survey was conducted among 130 restaurant customers in Nepal, using a structured questionnaire. Data were analyzed using descriptive statistics to assess responses on service quality dimensions and overall satisfaction. Findings: The results indicate strong customer agreement on the importance of well-maintained facilities (39.5% strongly agree), professional employee behavior (41.9% strongly agree), and prompt service (41.5% strongly agree). Neutral responses in areas like operating hours (26.8% neutral) and food/wine knowledge (18.1% neutral) suggest areas for improvement. Overall, 43.7% of customers agreed they were satisfied, and 42.2% planned to revisit. Conclusion: The study confirms that key service quality dimensions significantly influence customer satisfaction. However, enhancing employee expertise and operational flexibility could further improve loyalty and recommendations. Novelty: This research provides localized insights into Nepalese customers' service quality expectations, contributing to the limited literature on hospitality management in emerging markets.

In the present scenario where the foody individual are increasing day by day. Individuals are more prone to take food from different restaurant rather than eating from home. The present research paper is to identify what are the various factors influence the service quality of the restaurant. To identify the most important and least important factors which affect the service quality of individual restaurant. The research design of this paper is descriptive in nature. The sample size to collect primary data is 50. All the 5 Dimension i.e RATER reliability, assurance, tangibility, empathy and responsiveness are studied with reference to the service quality of the restaurant in Raipur city. The most important factors identified are quality of food in the restaurant, cleanliness of the table and price of the food all these three are most preferable factors an individual can see which using or selecting the restaurant. The least important factors are interior decoration and design, convenient parking place outside the restaurant and easy access to some facilities like napkin/tissue paper, salt, ketchup bottle etc. these are not so much important for an individual person while using the restaurant service. So we can say that prize and quality an individual person see first in selecting the restaurant, it means every individual person see first in selecting the restaurant, it means every individual want good quality of food at minimum price, it act as a big challenge for all the restaurant, those who provide the above things build the service quality and those who fail to provide the above cannot build the service quality of the restaurant. The restaurant who provide the quality service to the customer, build the customer loyalty and customer relationship. The customer loyalty help the restaurant to combat the challenges of the competition this is turn develop the brand loyalty.

Purpose The purpose of this paper is to examine (1) the effect of environment, social, and governance practices on employee organizational commitment, and (2) the mediating role of employee perceived warmth and competence. Design/Methodology/Approach - Data were collected from 108 employees of 74 bio and pharmaceutical companies in South Korea. Confirmatory factor analysis, path analysis, and a bootstrapping technique in structural equation model was performed to test the hypothesis. Findings - The paper found that perceived image of a company had a mediating effect on the relationship between a company’s environment/governance practices and its employees’ organizational commitment. Specifically, in relation to organizational commitment, environment practices were mediated by perceived competence, and governance practices were mediated by perceived warmth. Research Implications - This is one of the first studies to show how corporate environment, social, and governance practices can influence internal stakeholder perceptions and attitudes toward an organization. In particular, we showed in detail how environment, social, and governance practices affect employee perceptions of the company and ultimately improve their organizational commitment. While previous studies mostly focused on investigating the integrated effect of environment, social, and governance practices on corporate financial performance, this study verified how discriminatory characteristics of each practices have different effects on employee perceptions and attitudes.

The aim of this study was to investigate the relationships between service quality, food quality, customer satisfaction and customer retention in limited service restaurants in Jordan. A questionnaire-based survey was distributed to 400 students served at 10 limited service restaurants in the neighbourhood of universities in Amman, the capital city of Jordan. Service quality was measured in terms of SERVQUAL attributes. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature. The data collected (283 valid questionnaires) were analysed using SPSS 20.0. The findings showed that service quality and food quality have a positive influence on customer satisfaction. In addition, service quality dimensions besides customer satisfaction have a positive influence on customer retention. Finally, the results confirmed that customer satisfaction mediates the relationship between service quality and customer retention. The small size of the sample is the main limitation of this study. The practical implications of this study are founded on the fact that limited service restaurants in the neighbourhood of universities should realize the critical role of service and food quality in satisfying their customers as an antecedent of their retention. This study is original as it examines the relationships between service and food quality and customer satisfaction and retention in a specific type of restaurants in Jordan.

190The purpose of this paper is to explore the underlying key dimensions of service quality in restaurants. Service quality items pertaining to the restaurants are extracted from extensive review of literature including the consideration of unique factors from Indian cultural orientation. The study was conducted in New Delhi and its adjoining cities wherein the restaurant customers were surveyed using a structured questionnaire. Factor analysis was used to bring out the underlying dimensions of service quality. The dimensions extracted are cultural orientation, aesthetics, ambient settings, empathy, privacy and entertainment, first Impression, reliability, and responsiveness. The Indian market is contextually different in contrast to various other countries where such research studies have been widely carried out. Hence, this study provides departure from previous studies and presents greater insight into the service quality factors as perceived by the consumers in India. This will help the restaurant managers to ponder on the factors, which are more pertinent for the Indian markets. Importantly, this study attempts to test the variables pertaining to cultural orientation from the Indian context as dimensions of the restaurant service quality and hence attempts to create a more suitable scale for the Indian market.

ObjetivosEl objetivo es contribuir al desarrollo de estrategias mediante la identificación de prácticas sostenibles. Por lo tanto, la investigación tiene un doble objetivo: revelar las prácticas de sostenibilidad integradas en las actividades logísticas de última milla de minoristas de comercio electrónico, analizar las interrelaciones entre estas prácticas y categorizarlas según su importancia para los pequeños minoristas de comercio electrónico en Brasil.MetodologíaSe llevó a cabo un mapeo de la literatura para identificar prácticas de sostenibilidad en las actividades de última milla adoptadas por minoristas en línea, lo que llevó a la propuesta de un metamodelo. Un total de 67 artículos forman parte de la muestra final. Posteriormente, el estudio aplicó la técnica de toma de decisiones multicriterio Decision-Making Trial and Evaluation Laboratory (DEMATEL) para estructurar el problema de investigación mediante análisis de causa y efecto entre las prácticas, con el objetivo de priorizar las prácticas críticas.ResultadosEl resultado indica una fuerte dependencia de prácticas económicas para implementar la sostenibilidad en la logística de última milla. En la dimensión económica de la sostenibilidad, los costes operacionales y la calidad de los servicios son variables de efecto y presentan una fuerte correlación.OriginalidadLa originalidad de esta investigación radica en identificar prácticas de sostenibilidad económica, social y ambiental adoptadas por minoristas en línea en los procesos logísticos de última milla. Además, el estudio se centra en el segmento minorista de comercio electrónico a pequeña escala, un área poco explorada en el contexto brasileño. Por último, el metamodelo propuesto contribuye a abordar prácticas desde la perspectiva de la Teoría de los Stakeholders y el enfoque de Sostenibilidad.Limitaciones/implicaciones para la investigaciónEl artículo proporciona contribuciones teóricas al abordar dos áreas complementarias de conocimiento: la Teoría de los Stakeholders y la Sostenibilidad, alineándose también con las directrices de la Iniciativa de Reporte Global (GRI). En términos prácticos, destaca al ofrecer ideas valiosas sobre la implementación de estrategias sostenibles al identificar prácticas económicas, ambientales y sociales en la logística de última milla, particularmente en el contexto de las pequeñas empresas en el segmento minorista en línea.Implicación prácticaLos resultados ayudan a los minoristas electrónicos a reevaluar los procesos logísticos de última milla desde una perspectiva de sostenibilidad. Este estudio pretende contribuir el avance del conocimiento de la literatura actual sobre la adopción de prácticas sostenibles en pequeñas empresas de comercio electrónico.Implicación socialTeniendo en cuenta que uno de los pilares de la sostenibilidad es el compromiso con el desarrollo social, este estudio contribuye a comprender la visión de los pequeños minoristas electrónicos sobre los trabajadores independientes encargados de la entrega de mercancías.