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

Detalhes bibliográficos
Autor(a) principal: Uslu,Abdullah
Data de Publicação: 2020
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300023
Resumo: Abstract The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was 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 moderating effect on the effect of service quality dimensions on eWOM in restaurants.
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spelling The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphereRestaurant enterprisesservice qualityatmospheresatisfactionbehavioural intentioneWOMAbstract The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was 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 moderating effect on the effect of service quality dimensions on eWOM in restaurants.Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve2020-09-01info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articletext/htmlhttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300023Tourism & Management Studies v.16 n.3 2020reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttp://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300023Uslu,Abdullahinfo:eu-repo/semantics/openAccess2024-02-06T17:29:16Zoai:scielo:S2182-84582020000300023Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T02:33:16.676066Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
title The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
spellingShingle The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
Uslu,Abdullah
Restaurant enterprises
service quality
atmosphere
satisfaction
behavioural intention
eWOM
title_short The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
title_full The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
title_fullStr The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
title_full_unstemmed The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
title_sort The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere
author Uslu,Abdullah
author_facet Uslu,Abdullah
author_role author
dc.contributor.author.fl_str_mv Uslu,Abdullah
dc.subject.por.fl_str_mv Restaurant enterprises
service quality
atmosphere
satisfaction
behavioural intention
eWOM
topic Restaurant enterprises
service quality
atmosphere
satisfaction
behavioural intention
eWOM
description Abstract The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was 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 moderating effect on the effect of service quality dimensions on eWOM in restaurants.
publishDate 2020
dc.date.none.fl_str_mv 2020-09-01
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300023
url http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300023
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-84582020000300023
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv text/html
dc.publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
publisher.none.fl_str_mv Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve
dc.source.none.fl_str_mv Tourism & Management Studies v.16 n.3 2020
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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