The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator 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: https://tmstudies.net/index.php/ectms/article/view/1296
Resumo: 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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spelling The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphereRestaurant enterprisesservice qualityatmospheresatisfactionbehavioral ?ntentioneWOM.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 restaurantsUniversity of Algarve2020-07-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://tmstudies.net/index.php/ectms/article/view/1296Revista Encontros Científicos - Tourism & Management Studies; v. 16 n. 3 (2020); 23-35Tourism & Management Studies; Vol. 16 N.º 3 (2020); 23-35Tourism & Management Studies; Vol. 16 No. 3 (2020); 23-35Revista Encontros Científicos - Tourism & Management Studies; Vol. 16 Núm. 3 (2020); 23-352182-8466reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://tmstudies.net/index.php/ectms/article/view/1296https://tmstudies.net/index.php/ectms/article/view/1296/pdf_248Copyright (c) 2020 Tourism & Management Studiesinfo:eu-repo/semantics/openAccessUslu, Abdullah2024-01-17T15:29:46Zoai:ojs.pkp.sfu.ca:article/1296Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:56:32.476266Repositório 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, behavioral intention, eWOM and the moderator effect of atmosphere
title The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphere
spellingShingle The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphere
Uslu, Abdullah
Restaurant enterprises
service quality
atmosphere
satisfaction
behavioral ?ntention
eWOM.
title_short The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphere
title_full The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphere
title_fullStr The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphere
title_full_unstemmed The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator effect of atmosphere
title_sort The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioral intention, eWOM and the moderator 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
behavioral ?ntention
eWOM.
topic Restaurant enterprises
service quality
atmosphere
satisfaction
behavioral ?ntention
eWOM.
description 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
publishDate 2020
dc.date.none.fl_str_mv 2020-07-31
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 https://tmstudies.net/index.php/ectms/article/view/1296
url https://tmstudies.net/index.php/ectms/article/view/1296
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://tmstudies.net/index.php/ectms/article/view/1296
https://tmstudies.net/index.php/ectms/article/view/1296/pdf_248
dc.rights.driver.fl_str_mv Copyright (c) 2020 Tourism & Management Studies
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2020 Tourism & Management Studies
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv University of Algarve
publisher.none.fl_str_mv University of Algarve
dc.source.none.fl_str_mv Revista Encontros Científicos - Tourism & Management Studies; v. 16 n. 3 (2020); 23-35
Tourism & Management Studies; Vol. 16 N.º 3 (2020); 23-35
Tourism & Management Studies; Vol. 16 No. 3 (2020); 23-35
Revista Encontros Científicos - Tourism & Management Studies; Vol. 16 Núm. 3 (2020); 23-35
2182-8466
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
institution RCAAP
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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