Food Service Quality Research Articles

Pengaruh Kualitas Makanan dan Kualitas Layanan terhadap Kepuasan Pelanggan Melalui Harga di Waroeng Spesial Sambal (SS) di Tangerang

In the current restaurant competition, many new restaurants are emerging so that restaurant competition is getting tougher. To win the restaurant competition, business actors must be smart in competing. One way to do this is to increase customers and retain them. The aim of this research is to understand how the quality of the food served at Waroeng Special Sambal affects the level of customer satisfaction. Data collection is through questionnaires distributed via Google Form and distributed online. We used SmartPls Structural Equation Modeling (SEM) to test this research model with a sample size of 175 respondents, the sample was selected using the Purposive Sampling method. The results of data processing show the effects, namely food quality has a positive effect on customer satisfaction, price has a positive effect on customer satisfaction, service quality has a positive effect on customer satisfaction, food quality has a positive effect on price, service quality has a positive effect on price, food quality has a positive effect on customer satisfaction which is mediated by price, service quality has a positive effect on customer satisfaction which is mediated by price. Future research is expected to involve more specific respondents and use different measurement techniques. To attract customer satisfaction, restaurants need to improve food quality and service quality and offer prices that match the menu served.

Wellness tourism destination loyalty formation: the role of mental health and eudaimonic well-being

PurposeWellness tourism is growing in importance as increasing numbers of travelers place a priority on their health and well-being by traveling. This study examined the relationships between wellness tourism destination attributes, perceived quality, perceived mental health, eudaimonic well-being, overall satisfaction and behavioral loyalty to corroborate a model explaining wellness tourism destination loyalty in Thailand.Design/methodology/approachThe conceptual model of this study was examined using a survey research design. The survey questionnaire was distributed to Chinese tourists who had previously traveled to Thailand and engaged in wellness tourism activities during their trip.FindingsThe findings revealed that healthful food choices, core facilities and staff service significantly influenced perceived quality. This perceived quality was a crucial factor in determining perceived mental health, which in turn impacted eudaimonic well-being. Overall satisfaction was directly influenced by perceived quality, perceived mental health and eudaimonic well-being. Additionally, perceived quality had a direct effect on behavioral loyalty.Practical implicationsWith the growing global interest in wellness and travel, this study offers valuable insights for tourism marketers in Thailand to enhance their wellness tourism strategies. Tourism organizations should emphasize the quality of food, facilities and staff service to attract wellness-oriented travelers.Originality/valueThis study highlights the interconnectedness of perceived quality, good mental health and eudaimonic well-being. High-quality experiences contribute to improved mental health and in turn enhance eudaimonic well-being.

Factors Influencing Customers’ Restaurant Dining Behaviour During and After the COVID-19 Pandemic

The COVID-19 pandemic has drastically altered the dietary habits and preferences of the global population. Therefore, the aim of this study is to identify factors that influence customers’ restaurant dining behaviours and examine the most notable factors that influence the customers’ behaviours during and after the COVID-19 pandemic. This is because every patron would consider several matters before deciding to choose the type or location or restaurant they would like to eat at. Customers’ decisions are typically influenced by several variables and standards, including the quality of food, quality of service, physical environment, and facilities or amenities. This quantitative-research study has primarily targeted three states in the East Coast of Malaysia, namely Pahang, Terengganu, and Kelantan. The study has employed an online questionnaire to customers who have dined out at restaurants before and after the COVID-19 pandemic. A total of 405 participants have actively participated in the study and responded to all the questions in the online questionnaire. The findings of the study have indicated that food quality, service quality, restaurant environment, and facilities or amenities have a substantial impact on customer behaviour when dining out both during and after the COVID-19 pandemic.

The association between patient-reported experiences with hospital food services and recovery outcomes – A population survey of patients from 75 public hospitals

BackgroundThe quality of food service is vital to patients’ experiences in care and recovery in hospitals. This study aimed to identify opportunities for improving hospital food services to enhance overall patient experiences and outcomes. MethodsThis retrospective cross-sectional study uses the Adult Admitted Patient Survey in 2019. Adult patients discharged from acute or rehabilitation care from 75 public hospitals were surveyed about their in-hospital experiences, including ratings of hospital food services, overall ratings of hospital care, complications acquired, and delayed discharge due to feeling unwell. Population weighting was applied in descriptive and multivariable logistic regression analyses. We used adjusted odds ratios (AORs) and 95% confidence intervals (CIs) to estimate the association between hospital food service and the overall rating of hospital care and two recovery outcomes. ResultsEight in ten participants (weighted, 16,919/21,900) consumed food in a hospital [mean age: 60.6 years (SE:0.5; SD: 18.3), 53% female]. Compared to a fair rating, adults who rated “poor/very poor” of hospital food service were 2.7 times more likely to report dissatisfaction with overall care in the hospital [Adjusted Odds Ratio (AOR) (95% CI): 2.73 (1.49, 4.99)], 1.4 times more likely to report complications [AOR:1.43 (1.11, 1.83)] and 1.9 times more likely to report delayed discharge [AOR 1.85 (1.30, 2.62)]. More moderate ratings were associated with attenuation of risk for these outcomes. Furthermore, the magnitude of the effect for these associations was more substantial among patients from non-English-speaking backgrounds (n=1,759) after controlling for patient characteristics. Foodservice attributes, including received food as ordered, food delivered within reach, the taste of the meals, and meal interruption, were significant factors for the outcomes assessed. ConclusionThese findings underscore the importance of patients’ positive experiences of hospital food service in recovery outcomes and identify several food service indicators that can be used to monitor and improve patient experiences and recovery outcomes in hospitals.

What Drives Customer Loyalty in Culinary Businesses

Warunk Upnormal is renowned for its popularity as a favored dining establishment, thanks to its distinctive concept, inviting ambiance, and effective marketing techniques that contribute to its success. Currently, Warunk Upnormal is facing a contrasting situation, characterized by issues such as a decline in tourists, which has resulted in the closure of several of its stores. Hence, the author perceives that this phenomena indicates the presence of a disparity, which may serve as the foundation for this investigation. The objective of this study is to assess the impact of Food Quality, Price, Service Quality, Location, and Environment on Customer Loyalty by means of Customer Satisfaction at Warunk Upnormal. This study employs a survey methodology with a quantitative orientation. The data collection method employs a questionnaire. The Non Probability Sampling Technique was employed to collect samples, specifically using the Judgmental Sampling approach. These samples were disseminated to a total of 240 consumer respondents from Warunk Upnormal. The testing tool employs the SmartPLS software. The research findings indicate that all variables have been deemed valid and trustworthy, and satisfy the criteria for both Inner Model and Outer Model testing. The research findings indicate that Food Quality, Price, and Service Quality positively impact Customer Satisfaction, whereas Location and Environment have little impact on Customer Satisfaction. In addition, Customer Satisfaction has a beneficial impact on Customer Loyalty.

Antecedents of Traditional Food Lovers' Satisfaction at Food Courts in the East Jakarta Region

The level of competition in the culinary sector continues to increase, both from national food businesses and the invasion of culinary company branches from abroad entering Indonesia. Customer satisfaction is the main key in winning the competition. The aim of this research is to examine the influence of food court aesthetics, customer emotions, and service quality on customer satisfaction at food courts in the East Jakarta area. This research succeeded in collecting data through a customer survey of 170 food court customers in Jakarta Timur Indonesia. The sampling method used in this research was convenience sampling. We use multiple regression analysis where customer satisfaction is the dependent variable and food court aesthetic factors, customer emotions, and the quality of service provided by the food court are exogenous variables. The collected data is then processed using the Smart PLS data processing tool. Partial Least Square measures two submodels, namely the outer measurement submodel or outer measurement model and the structural model or inner model or inner measurement submodel. The results of this research found that food court aesthetics, customer emotions, and service quality have a statistically significant effect on customer satisfaction. The implications and limitations of this research are also discussed in this article.

Effect of baseball stadium food service quality on outcome variables with emphasis on the moderating role of stadium atmosphere

PurposeWhile existing research has predominantly focused on the positive relationships between service quality and outcome variables, there has been limited investigation into the influence of food service quality on these variables or the moderating role of stadium atmosphere in the realm of sports marketing. This study aims to fill these gaps by examining the structural relationships between baseball stadium food quality, timeliness, satisfaction, and behavioral intention with an emphasis on the moderating effect of stadium atmosphere.Design/methodology/approachThe data were collected from spectators attending baseball games. This study established the validity of the measurement scale through confirmatory factor analysis, factor loadings, average variance extracted, and construct reliability using Cronbach’s alpha. In addition, this study employed structural equation modeling with maximum likelihood estimation to examine positive relationships and mediating effects and used Jamovi statistical software to conduct moderation analysis.FindingsThe findings demonstrate the significant impacts of food quality on satisfaction and behavioral intention, the positive effects of timeliness on satisfaction and behavioral intention, and the notable influence of satisfaction on behavioral intention. Additionally, this study found that satisfaction partially mediates the aforementioned relationships and that stadium atmosphere moderates these pathways.Originality/valueThis study contributes to the literature by addressing the impact of food service quality on outcome variables within sports marketing, an area that has received limited attention. Specifically, it examines how food quality and timeliness influence consumer satisfaction and behavioral intention. Furthermore, the study highlights the moderating role of stadium atmosphere, demonstrating its potential to enhance the relationship between food quality and consumer outcomes. These findings expand our understanding of consumer behavior in sports settings, offering practical strategies for team officials to enhance fan experiences. By diversifying menu options, optimizing concession operations, and collaborating with local vendors, team officials can significantly improve food service quality and create a more engaging stadium atmosphere.

Beyond convenience: understanding the nexus of food biosafety, service quality, and brand image in online food delivery services

ABSTRACT This study aims to present an integrative model assessing the impact of Food Biosafety Measures (FBM), e-Service Quality (e-SQ), and Product Quality (PQ) on Online Food Delivery Service (OFDS) brand image, e-consumer satisfaction (e-CS), and e-loyalty (e-LO), grounded in Expectation-Disconfirmation Theory (EDT). Employing a cross-sectional survey design, the study analyzed responses from 911 users in Bogotá and Medellín through structural equation modeling (PLS-SEM). A multigroup analysis assessed differences across these two cities. The study found that FBM significantly enhances e-CS but does not directly impact brand image, suggesting other factors, such as e-SQ and PQ, play essential roles. E-SQ and PQ robustly influence brand image, which modestly affects both e-CS and e-LO. The study confirms that e-CS significantly fosters e-LO, with FBM indirectly influencing e-LO via e-CS. For OFDS managers and policymakers, emphasizing food biosecurity, service, and product quality is vital for enhancing consumer satisfaction and fostering loyalty. Geographical nuances revealed through multigroup analysis indicate the importance of region-specific strategies for service quality and market expansion. This research fills a gap in the OFDS literature by empirically validating non-food quality attributes in generating e-CS and, indirectly, e-LO. It highlights the complexity of brand image construction and provides a framework for OFDS brands to augment consumer satisfaction and loyalty in a dynamically evolving sector.

The Influence Of Food Quality, Ambiance Condition, And Service Quality On Customer Satisfaction At 5 Star Restaurant And Bar

The Influence Of Food Quality, Ambiance Condition, And Service Quality On Customer Satisfaction At 5 Star Restaurant And Bar

Investigating the Strategies Employed by Fast-Food Restaurant to Establish Sustainable Customer Relationships

McDonald’s Corporation, established in 1940, is an American multinational fastfood chain. Over the years, McDonald’s has successfully expanded their business operation worldwide. The customer plays a vital role in the success of a business. The strategies and abilities to retain a customer will determine the survival of a business. Hence, this study aims to investigate the strategies employed by McDonald's to foster long-term customer relationships by examining various factors, including food quality, service quality, atmosphere, price, brand, and customer relationships. To explore, primary and secondary data collection was conducted through several sources, and a digital questionnaire was produced to collect data and information from 150 respondents. The results found that only atmosphere and brand had a significant positive impact on customer relationships. The study found that atmosphere has the strongest influence, followed by brand. This suggests that while food quality, service quality, and price are important, creating a pleasant atmosphere and fostering a strong brand are even more critical for McDonald's to build lasting customer relationships.

Do food quality, service quality, and hygiene practices in street food affect satisfaction and behavioral intentions? The role of emotion: in Istanbul and Bangkok

ABSTRACT This study has three main purposes. First, the impact of perceived hygiene practices, food and service quality in street food consumption on satisfaction was examined. Second, the role of positive emotions in these relationships was examined. Finally, the impact of satisfaction from street food experiences on revisit and recommendation intention was studied. The sample for Study 1 was 344 local tourists who experienced street food in Istanbul between July–August 2020. And the sample for Study 2 was 325 local tourists who experienced street food in Bangkok between January-February 2020. To test the research model, a two-study approach was used. For both samples, hygiene practices and service quality in street food were found to positively and significantly affect satisfaction. On the other hand, the impact of food quality was observed in Study 1. In both studies (Studies 1 and 2), no moderator role of emotion was observed in the impact of hygiene practices, food and service quality perceptions on satisfaction. Plus, satisfaction with street food directly affects revisit and recommendation intentions. As consumers’ attitudes and behaviors toward street food consumption were examined in two different research sites and the street foods were significantly different in both regions, the similarities and differences in the findings are valuable. Furthermore, the role of positive emotions on the perceptions that affect satisfaction with street food consumption in two research sites was examined for the first time.

The moderating role of food and beverage service quality in the nexus between cost systems and financial performance indicators in the restaurant context

The moderating role of food and beverage service quality in the nexus between cost systems and financial performance indicators in the restaurant context

The potential impact of cost systems in enhancing food and beverage service quality: Moderation roles of education level and career experiences

The potential impact of cost systems in enhancing food and beverage service quality: Moderation roles of education level and career experiences

The Influence of Food Quality and Service Quality on Repurchase Intention Through Customer Satisfaction

The Influence of Food Quality and Service Quality on Repurchase Intention Through Customer Satisfaction

Restaurants’ Attributes Customers’ Satisfaction and Loyalty

This descriptive correlational research conducted in the Province of Negros Occidental in 2022-2023 aimed to explore restaurants’ attributes, customers’ satisfaction, and customers’ loyalty. The study employed unrestricted random sampling to select respondents, considering independent variables such as age, sex, civil status, educational attainment, occupation, and income. The research used a revised questionnaire encompassing personal information and sections on restaurants’ attributes, customers’ satisfaction, and customers’ loyalty. The predominant demographic of respondents comprised individuals aged 35 and below, female, married, with master's degrees, employed in non-government sectors, and earning between 16,000 and 25,000. Overall restaurant attributes received an excellent or very high rating, revealing nuanced preferences among respondents. Notable variations based on demographics were observed in food quality, service quality, and ambiance-related attributes. Customer satisfaction levels were generally high, with subtle differentiations based on demographic factors. Customer loyalty remained consistently high, with variations tied to age, sex, and income. Detailed demographic analyses illuminated specific patterns, emphasizing the importance of demographics in shaping customer perceptions within the restaurant context. The intricate relationships among restaurant attributes, customer satisfaction, and loyalty underscored multifaceted dynamics, revealing significant associations and correlations. The study provides actionable insights for stakeholders to enhance customer experiences and loyalty, recognizing the complex interplay of factors beyond satisfaction.

Evaluating Customer Satisfaction Through Customer Value: The Role Of Food Quality, Service Quality, And Physical Environment

This study investigates the relationship between customer satisfaction and customer value, focusing on the significance of food quality, service, and physical environment in Mie Gacoan Indonesia Restaurant located in South Tangerang City. By employing a case study approach, data was collected from customers to assess their perceptions and satisfaction levels regarding the mentioned factors. Statistical analysis techniques were applied to analyze the data and determine the impact of food quality, service, and physical environment on customer satisfaction. The findings reveal important insights into the dynamics of customer satisfaction in the restaurant industry and emphasize the critical role of customer value in enhancing overall satisfaction. This study contributes to the existing literature by providing empirical evidence and practical implications for restaurant management aiming to improve customer satisfaction and loyalty.

Fuzzy Logic In The Digital Travel Era: Enhancing Tourist Experience Through Comprehensive Hotel Reviews And Sentiment Analysis

In today's society, social media is becoming a more and more important part of our everyday lives as it continues to evolve. Lot of of users assess and tourist rate attractions daily, and hotels play a significant part in travel. Following reviews can be implicated to fuzzy logic, which will be beneficial for resolving the fame of tourist attractions and hotel reviews. Tourists can choose their accommodation and travel destinations with ease based on the outcome of the fuzzy control system. In this research, fuzzy logic has been used to implement sentiment analysis. To provide precise pass on relating to a few aspects chosen by the end user, the system uses attributes including food quality, service, locations, and ratings. This method enables customers to assess a certain hotel service's quality using a variety of factors. Additionally, a user can compare various hotels in depth. To accomplish this, a membership task that specifies how a smooth value maps to the term on a scale of 0 to 1 is used in the proposed system of fuzzy logic. It essentially outlines "how good" something is and how to produce complex behaviour from a condensed, understandable set of professional guidelines before passing these variables to a fuzzy control system. Using a set of rules, a fuzzy control system connects fuzzy variables. These laws are merely mappings that explain the relationships between one or more fuzzy variables. After specifying the inputs and obtaining the priority of the alternatives, the control system is finally simulated. As food preferences, service quality, and user-specific amounts vary, the system is scaled for each individual user. As a result, the system offers more accurate outcomes and increased classification method accuracy for the supplied review data set. Future research will use the Trapezoidal Fuzzy Number (TpFNs) as an evaluation tool to reflect clearly the variation of an element from 0 to 1 in order to increase the model's accuracy.

GASTRONOMY TOURISM AND THE PERCEIVED IMAGE OF SERBIAN NATIONAL CUISINE: STRUCTURAL EQUATION MODELING OF THE MAIN DETERMINANTS

Positioning and differentiation of Serbian cuisine among other ethnic cuisines can be the means to include Serbian gastronomy in heritage and cultural tourism. This paper’s significance lies in its comparative analysis, specifically examining the impacts of taste and quality of food, food service quality, and the authenticity of national food. The goal is to identify the primary factors influencing the perceived image of Serbian national cuisine, ultimately leading to the successful development of gastronomic offerings. The research was conducted on a sample of 217 respondents. Data were collected using the survey method. Respondents expressed their level of agreement with questionnaire items on a seven-point Likert scale. Reliability, validity, and model fit were assessed in the data analysis. A structural equation modeling was used to test causal relations between the latent variables. The research results emphasize the taste and quality of food as the main driver of the perceived image of national cuisine.

어린이집 급식 서비스품질이 학부모의 급식만족도, 보육만족도 및 구전의도에 미치는 영향

This study investigates the impact of food service quality in childcare centers on food service satisfaction, childcare satisfaction, and word-of-mouth intentions in South Korea's low birth rate issue, thereby emphasizing the importance of meal services in childcare centers. The meal service quality scale developed through this research comprises food quality, service quality, hygiene quality, and meal education quality, demonstrating significance in content validity, construct validity, and reliability. The main findings indicate that all aspects of meal service quality positively affect meal satisfaction, with meal education quality having the most significant impact. However, only service and hygiene quality significantly influence childcare satisfaction, while meal education quality, excluding other factors, does not significantly affect word-of-mouth intentions. This study provides academic and practical contributions to improving meal service quality in childcare centers, offering significant insights for developing strategies to enhance meal services. Furthermore, it represents a meaningful attempt to systematically analyze how meal service quality affects childcare center users' satisfaction and word-of-mouth intentions, highlighting its importance in the field.

Peran Consumer Satisfaction pada Pengaruh Antara Dinning Experience Terhadap Revisit Intention di Café Kawasan Kavling DPR Sidoarjo

This research contributes to knowing whether the dining experience attribute has an impact on revisittintention mediatedbby consumer satisfaction. The data in this study used a questionnaire with aasample size of 100 respondents. Therresults of this study are that the food quality variable has aasignificant effectton consumer satisfaction, the food quality variable has no significant effect on revisit intention, thesservice qualityvvariable has a significant effect on consumer satisfaction and revisit intention, the physical environment variablehhas no significant effectoon consumer satisfaction and revisit intention, the food quality and service quality variables have a significant effect on revisit intention mediated by consumer satisfaction, and the physical environment hasnno significant effect onnrevisit intention mediated by consumerssatisfaction