The influence of physical environment factors of multicuisine restaurants on overall service quality, satisfaction, and loyalty

Raghavendra, G and Mallya, Jyothi and Mukherjee, Anubhab (2019) The influence of physical environment factors of multicuisine restaurants on overall service quality, satisfaction, and loyalty. African Journal of Hospitality, Tourism and Leisure, 8 (5). pp. 1-14. ISSN 2223-814X

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Abstract

The purpose of this study was to investigate the effect of physical environmental factors on overall service quality, satisfaction, and loyalty of consumers towards multi-cuisine restaurants. A sample of 340 consumers was included in this empirical study, in which consumers’ perception on three physical environmental factors: spatial layout, décor and artifacts, and ambience were measured using a pretested scale. Also, this study investigated the role of physical environmental factors on overall service quality of restaurants, student’s satisfaction, and their loyalty towards multi-cuisine restaurants. The ambient conditions of the restaurant emerged as a significant predictor of overall service quality. Managerial implications, limitations, and scope for further studies are discussed.

Item Type: Article
Uncontrolled Keywords: special layout, décor and artifacts, ambience, service quality, customer loyalty
Subjects: Hotel Management > WGSHA Manipal
Depositing User: WGSHA EPrints Administrator
Date Deposited: 11 Oct 2019 09:18
Last Modified: 28 Nov 2019 09:21
URI: http://eprints.manipal.edu/id/eprint/154711

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