Restaurant Customers Research Articles

Customer engagement behaviours in a social media context revisited: using both the formative measurement model and text mining techniques

ABSTRACT Most research in the field of customer engagement employs multi-item measures that are comceptualised as three-dimensional and reflective models. This leaves room to suggest an alternative approach for defining and operationalising the construct. From a behavioural standpoint, we propose a higher-order formative measurement model (FMM) underlying customer engagement behaviours (CEBs) in the context of Facebook fan pages. Data from 259 restaurant customers show that the FMM works well, both theoretically and empirically, and that CEBs include eight dimensions and 16 indices. We also apply text mining (TM) techniques to analyse customers’ Facebook posts. The findings indicate that some dimensions identified by the FMM could not be extracted using TM, and the TM analysis provided clues regarding the FMM indices; the two approaches complement rather than compete with each other. These results serve as a basis for scale development in future research, and provide guidelines for managers to enhance long-term customer relationships.

Circular economy for sustainable packaging

Circular economy for sustainable packaging

Using Data Mining Methods to Predict Repeat Patronage Intention in the Restaurant Industry

ABSTRACT This study sought to understand which factors of customer demographics influence repeat patronage intention. To achieve this, we identified the service quality attributes that are considered important by different demographics. Our sample group was selected from customers of Thai Town Cuisine chain restaurants. Decision tree analysis revealed that satisfied customers exhibit a high level of repeat patronage intention, particularly satisfied female customers in the age groups of 18–34 and 45 and above. While our results confirmed that different segmentations of customers have different demands of service quality, assurance and empathy were considered key attributes of service quality by most customers. Based on these findings, theoretical and managerial implications are discussed.

Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC

PurposeThis paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.Design/methodology/approachIn total, 500 randomly sampled KFC restaurant customers were surveyed using a quantitative research design. The partial least square technique was used for data analysis.FindingsThis paper shows that service quality and recovery directly impact customers' repurchase intention. The results further showed that a positive and significant connection exists between customer satisfaction and repurchase intentions.Practical implicationsThe study recommends that KFC utilizes service quality dimensions to meet their customers' expectations and elicit repurchase intentions necessary to remain competitive in the fast-food industry.Originality/valueThis paper highlights the impact of service quality in developing loyal customers in the fast-food sector. It offers managers insight into understanding the factors positively impacting repurchase intentions and the nexus between service recovery performance and repurchase intentions from an emerging market perspective.

Pengaruh Green Product, Servicescape dan Kualitas Layanan terhadap Kepuasan Konsumen pada Resto Berbasis Alam

Restaurant consumers will choose and visit a restaurant if they are satisfied, well served and get what they need at the restaurant. The problem of this research is how the influence of service quality, green product and servicescape on consumer satisfaction. The purpose of this study was to determine the effect of green product, servicescape and service quality on consumer satisfaction at the Surrounding Nature-Based Restaurant. The restaurant's efforts in maintaining customer satisfaction are inseparable from the quality of service provided by the restaurant. In addition, consumers who visit restaurants not only enjoy culinary delights, but also enjoy the servicescape or the natural scenery around the restaurant. Kampoeng Rawa restaurant in Ambarawa is a restaurant in the middle of a stretch of rice fields and just into the middle of Rawapening swamp area and is above the water. The view in the middle of the swamp and water makes the restaurant atmosphere attractive for visitors. This research was a consumer survey of Kampoeng Rawa restaurant visitors who enjoy culinary and the nature around the restaurant. Based on quota accidental sampling, 60 consumer respondents were determined who dine in at the Kampoeng Rawa restaurant during March 2021. The results showed that there was a positive and significant effect of service quality and servicescape variables on restaurant customer satisfaction. Green products do not have a significant effect. Furthermore, sustainable restaurant service management will have an impact on its contribution to the economy of private owners, BUMDES owners and the surrounding community who are employees. A restaurant that is managed by paying attention to the quality of service and an attractive surrounding atmosphere can lead to satisfaction for restaurant consumers.

Perceived Service Quality and Customers Repeated Purchase Intentions in Cameroon Restaurants.

The purpose of this study is to investigate the influence of perceived service quality on customers’ repeated purchases in restaurants in the city of Yaoundé Cameroon. Data was drawn through a self-administered questionnaire distributed to a sample of 71 restaurant customers in the city of Yaoundé drawn through simple random sampling. Multiple linear regression was employed to test the study hypothesis. The study findings revealed that perceived service quality variables: Tangibles and Intangibles perceived service quality has a positive and significant influence on customers’ repeated purchases in restaurants in the city of Yaoundé. By implication, restaurants operators to ensure increased customers loyalty should capitalize on, its physical evidence, employee’s appearance, reliability, responsiveness, trustworthiness, and assurance of client. Nevertheless, given that clients often compare the quality of services with the price, it will be necessary to add price as a new dimension of service quality in future researches. Also, researchers should attempt to test this model in new fields and with a larger sample size to test its reliability. Key concepts : Customer Repeated Purchase, Perceived Service Quality, Restaurant DOI: 10.7176/JMCR/82-07 Publication date: November 30 th 2021

An identification of customers’ preferred restaurant menu measures during a crisis using Best-Worst Scaling (BWS)

ABSTRACT The restaurant’s menu is considered the primary determinant of a restaurant’s profitability and customer satisfaction. This article explores consumers’ preferences of restaurant menu measures applied during a crisis. Based on pertinent literature review in conjunction with inputs from F&B experts, the researchers identified a list of 6 restaurant menu practices that managers implement during a crisis. The researchers used the Best-Worst Scaling (BWS) method to identify customers’ choices for the menu measures. Based on the analysis of survey responses from 568 restaurant customers, the findings demonstrate that menu measures applied during a crisis are perceived differently across the three restaurant categories: fine dining, casual dining, and quick service. The results of this study have not only practical contribution to the case of Lebanon, but they also fill a gap in the knowledge, and extend the existing literature with restaurant consumers’ preference of menu measures during a crisis, and provide a list of practices to be implemented by F&B professionals.

Does robotic service improve restaurant consumer experiences? An application of the value-co-creation framework

ABSTRACT One recent application of technology In the foodservice industry involves robotic services in restaurants, mainly because it reduces labor costs and increases efficiencies. Driven by the value co-creation framework, the purpose of this study was to examine the impact of robot service on restaurant customer experiences and satisfaction. The sample includes a total of 1381 reviews posted from January 2015 to January 2020. This study used the software Leximancer to analyze the data and identified the following themes: Food, Robot, Quality, Ordering and Delivery Serivces. The findings further indicated that robotic services play an essential role in creating positive dining experiences and are more likely to lead to higher satisfaction levels. Based on the results, this study discussed how robotic services might contribute to customers’ value co-creating process and affect their evaluation of the dining experiences. This study, however, is delimited to English reviews and North American restaurants.

Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in Sri Lanka

This study aimed at examining factors that effect of food taste, food quality, service quality, perceived price, responsiveness, restaurant environment on customer satisfaction and revisit intention. Data were collected through a structured questionnaire survey of fast food restaurant customers in a selected metropolitan area from Colombo district and students from University of Sri Jayewardenepura. The data were analyzed using SPSS 21.0 and R Studio 3.5.1 software. The study has found that food quality and perceived price are the important antecedents of restaurant customer satisfaction. Further, the results clearly showed a significant role of customer satisfaction on revisit intention and crucial impact of perceived price on customer satisfaction. In addition, revisit intention towards the fast food restaurant is directly influenced by food tastes. This study collected data from two selected groups; students from University of Sri Jayewardenepura and one metropolitan area, and data has analyzed further based on demographic characteristics further to confirm the results. Therefore, this study provides valuable insight to restaurant managers on attracting, retaining and satisfying their customers.

Robots as restaurant employees - A double-barrelled detective story

The paper evaluates the perceptions of Turkish restaurant managers and customers towards service robots. The sample includes 26 managers and 32 customers. Data were collected through semi-structured interviews. The findings reveal that robots are suitable for dirty, dull, dangerous and repetitive tasks. Customers have mostly positive attitudes towards robots while managers – mostly negative. However, respondents agree that robots improve service quality. A mixed service delivery system based on human-robot collaboration is perceived as the most appropriate. Customers are willing to pay more for the robotic service experience. Theoretical and managerial implications are discussed as well.

COVID-19 preventive measures and restaurant customers’ intention to dine out: the role of brand trust and perceived risk

This study examined the roles of perceived preventive measures and brand trust on the intention to dine out at restaurants during the reopening period in the United States. A total of 587 participants, recruited through a market research company completed the data. Multiple regression was used for data analysis. The results indicated that perceived importance of preventive measures enhanced customers’ intention to dine out via brand trust. Perceived risk moderated the relationship between perceived importance of preventive measures and brand trust. The study provided significant implications for restaurant operation during the reopening period.

The "Mask Effect" on the tips that customers leave restaurant servers.

Masks have become the custom among restaurant workers and bartenders as a form of protection against COVID-19. Yet, given the rapid introduction of masks to the uniforms of restaurant servers there is a dearth of extant scholarship that has explored the effects of face coverings on customers' behaviors. In response, this research offers a preliminary test of the effect of server masks on a common consumer behavior in the full-service restaurant industry-tipping. We review theoretical and empirical reasons suggesting that a mask may have a negative effect on customers' tipping practices. Potential mask effects on tipping are then explored with a survey experiment that was administered to a large and diverse sample of Amazon Mechanical Turk "workers." Our results suggest that wearing a mask is not likely to, on average, have a meaningful effect on how much restaurant customers tip their servers. However, we do observe a negative indirect effect of a mask on customer reported tip amount through diminished perceptions of a hypothetical servers' friendliness. This effect was found to be attenuated among those who are altruistically motivated to tip servers as a way to help them financially. The implications of our results and directions for future research are discussed.

Building Restaurant Customers’ Trust Amidst Covid-19 Crisis Through Value- and Performance- based Information: Risk Perception as a Moderator

Building Restaurant Customers’ Trust Amidst Covid-19 Crisis Through Value- and Performance- based Information: Risk Perception as a Moderator

Assessing the Relationship between Hotel Restaurant Brands Attributes and Customer Satisfaction: The Mediating Role of Customer Dining Experience

Assessing the Relationship between Hotel Restaurant Brands Attributes and Customer Satisfaction: The Mediating Role of Customer Dining Experience

Identification of Delighters and Frustrators in Vegan-friendly Restaurant Experiences via Semantic Network Analysis: Evidence from Online Reviews

ABSTRACT The purpose of this paper is to provide an understanding of vegan-friendly restaurant customers’ experiences by investigating the “delighters” and “frustrators” characteristics. A qualitative approach is used to examine the semantic networks of vegan-friendly restaurant customers’ online reviews. Results indicate that salient factors which delight vegan-friendly restaurant customers relate to the attributes of vegan food and menus, social interaction, and unique characteristics of a vegan-friendly restaurant. By contrast, factors that frustrate vegan-friendly restaurant customers associate with perceived overpriced vegan foods, poor restaurant staff attitudes/negative service encounters, and hygiene issues. The results of this study have academic and practical implications through the use of an attribute performance model to understand the experiences of vegan restaurant customers. This research is an initial empirical attempt to thoroughly understand vegan-friendly restaurant experiences using big data.

A Study on Decision Paralysis in Customers with Special Reference to Placing Order in Restaurant

Owing to the vast number of choices open to customers, they can often feel paralysed in their decision-making. Offering a wide range of options can activate the effect of Decision Paralysis, which delays the client's final decision. The impact of Decision Paralysis can prevail in restaurants. This study reveals the existence of decision paralysis among customers in restaurants when placing an order. The aim is to investigate the prevalence of Decision Paralysis among customers, with particular reference to placing an order in a restaurant and the influence on consumers’ purchase decisions. A survey questionnaire was rolled out using Google forms to customers who have experienced dining in a restaurant. A total of 416 survey responses were collected for data analysis through the convenience sampling method. It was found that, customer purchase decision has been affected by the decision paralysis effect. It was also found that customers experience a dilemma due to tremendous options or choices in the food sector by the service providers. This study was limited to restaurants and in terms of cuisine, with hotels not being considered. Hence, the main limitation is not being able to generalise the findings of this study to the whole of the food catering sector. The study will benefit both scholars and marketing practitioners in understanding the difficulty a customer faces during purchase decision-making.

Impact of Crowded Restaurant Perception on Affectivity and Behavioral Intentions

This research aims to assess the influence of restaurant customers' perceived crowdedness on their behavioral intentions. The data were collected via a questionnaire developed based on the literature. Obtained 459 questionnaires were analyzed using explanatory and confirmatory factor analysis and structural equation modeling methods. It was determined that perception of human crowdedness impacted behavioral intentions in a positive manner, while the perception of spatial crowdedness had a negative influence. Therefore, findings show that perceived human crowdedness does not influence affectivity, whereas spatial crowdedness has a negative effect on it.

The Impact of Storytelling on the Intentions of Egyptian Restaurant Customers

This research aims to examine the impact of storytelling on the intentions of Egyptian restaurant customers and examine how customers perceive storytelling at the restaurant. Restaurants use storytelling to emotionally connect with customers, highlight their strengths, preserve their great image, and reinforce their strengths while minimizing their weaknesses. For achieving the research aim, an electronic questionnaire was designed and distributed to a random sample of customers in Egyptian restaurants. Participants received information to examine the effects of storytelling and to evaluate their purchasing intentions towards restaurant stories using a five-point Likert scale, which 396 responses were received and valid to analyze by SPSS V.25. Results indicated that investigated customers have sufficient awareness of restaurant storytelling. With regard to analyze customers’ intentions towards storytelling, the majority of customers are aware of storytelling concept and intend to go to a restaurant that uses this perspective, which the average of respondents’ answers was agree in some statements. Based on the results, some recommendations have been proposed, Training employees on how to use the marketing storytelling perspective and also It is recommended that the restaurant management be hired in officials or marketing personnel who have sufficient experience with the concept of storytelling.

PREDICTING FUTURE VISITORS IN THE RESTAURANT BUSINESS USING MACHINE LEARNING

Restaurant owners must reliably assess restaurant customers in order to function effectively and productively to enhance the restaurant's service. It is important to have a successful forecast in order to prevent losses and boost service and market optimization. There are a variety of machine learning (ML) approaches that can be used to make these predictions, but each visitor is unique and will act in a unique way. As a result, we want to estimate how many guests a restaurant may expect in the future using big data and supervised training in this study. We used three different machine learning methods in a real dataset from supervised training to predict how many visitors a restaurant dataset "Recruit restaurant visitor forecasting" will receive: Neural Network, XGBoost and Random Forest regressor. The predicted values were compared to the real data after the simulation. Basically, algorithms used had mean errors of less than 9.5278, but the Random Forest regressor exceeded, with mean errors of 9.2902.

Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic

Extant hospitality literature has tended to view the dimensions of service quality as primarily complementary or differential in nature. However, studies of the similarities and differences between the two types of service quality have been limited. This study investigates how restaurant image and customer orientation affect the relative importance of both process and outcome service quality in customer satisfaction, focusing on restaurants during the COVID-19 pandemic. Using a moderated moderation process and macro-based approach (M = 3), our findings show that process service quality impacts restaurant satisfaction; however, they also reveal that outcome service quality has a stronger main effect on restaurant satisfaction than process service quality. In particular, the findings show that the negative impact of the relationship between process (or outcome) service quality and restaurant image on restaurant satisfaction is insignificant when customer orientation is low. On the other hand, the same relationship has an even stronger positive effect on restaurant satisfaction when customer orientation is high. These findings have implications for restaurants’ efforts to develop and improve service quality, and bolster customer orientation, helping them identify more effective strategic approaches during and after the COVID-19 pandemic.