The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphere

• Abdullah Uslu ^[1]
  1. [1] Akdeniz University

     Akdeniz University

     Turquía

     
• Localización: Tourism & Management Studies, ISSN-e 2182-8466, ISSN 2182-8458, Vol. 16, Nº. 3, 2020, págs. 23-35
• Idioma: inglés
• DOI: 10.18089/tms.2020.160303
• Títulos paralelos:
  • La relación de las dimensiones de calidad de servicio de las empresas de restaurantes con satisfacción, intención de comportamiento, eWOM y el efecto moderador de la atmósfer
• Enlaces
  • Texto completo (pdf)
• Dialnet Métricas: 2 Citas
• Resumen
  • español

    El objetivo de esta investigación es probar la relación entre la calidad del servicio de los restaurantes y la comunicación electrónica del boca a boca (eWOM), la satisfacción y la intención de comportamiento, y para analizar el efecto moderador de la atmósfera de restaurantes en la relación entre la calidad del servicio y eWOM. La población de la investigación consiste en turistas locales que acuden a los restaurantes ubicados en el centro de la ciudad de Diyarbakır. Se utilizaron cuestionarios para obtener los datos. Los datos se analizaron mediante 385 encuestas recopiladas de clientes de restaurantes que utilizan programas de paquetes (SPSS y AMOS). Como resultado del análisis factorial explicativo, se determinaron 4 dimensiones de calidad de servicio en restaurantes (tangibles, garantía, confiabilidad, empatía), y luego se realizaron análisis factoriales confirmatorios de segundo orden, un modelo de medición y análisis de ruta. Según los resultados del análisis, se determinó que las dimensiones de calidad de servicio de los restaurantes tienen efectos en la satisfacción y en eWOM. Además, se ha encontrado que la atmósfera del restaurante tiene un efecto moderador sobre el efecto de las dimensiones de calidad del servicio en eWOM en los restaurantes.

  • English

    This research is carried out in order to test the relationship between the service quality of restaurants, electronic word-of-mouth communication (eWOM), satisfaction and behavioral intention, and to analyze the moderator effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research is the local tourists who come to the restaurants located in the city center of Diyarbak?r. Questionnaires have been used to obtain the data of the research. The data has been analyzed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of the analysis, service quality dimensions have been determined as 4 dimensions (tangibles, assurance, reliability and empathy) in restaurants. Then CFA (confirmatory factor analysis) and second order CFA, measurement model and path analyses have been carried out. According to the results of the analysis, it has been determined that the service quality dimensions of the restaurants have effects on satisfaction and eWOM. In addition, restaurant atmosphere has been found to have a moderator effect on the effect of service quality dimensions on eWOM in restaurants

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