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How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case

The concept of servicescape and its effect on customer satisfaction and behavioral intentions has been studied extensively in various areas of service retailing but not in the family branded restaurants in Malaysia. The aim of this paper is to fill in some of the research gap by testing the effects...

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Main Authors: Othman, Mohhidin, Goodarzirad, Bahar, Abdul Karim, Muhammad Shahrim
Format: Conference or Workshop Item
Language:English
English
Published: 2010
Online Access:http://psasir.upm.edu.my/id/eprint/12518/1/ID%2012518.docx
http://psasir.upm.edu.my/id/eprint/12518/
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spelling my.upm.eprints.125182013-11-11T07:57:15Z http://psasir.upm.edu.my/id/eprint/12518/ How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case Othman, Mohhidin Goodarzirad, Bahar Abdul Karim, Muhammad Shahrim The concept of servicescape and its effect on customer satisfaction and behavioral intentions has been studied extensively in various areas of service retailing but not in the family branded restaurants in Malaysia. The aim of this paper is to fill in some of the research gap by testing the effects of servicescape (facility aesthetics, layout accessibility, seating comfort, ambient condition and cleanliness) on diners' satisfaction and behavior. Findings include the important role of functional and effective servicescape components in shaping diners' satisfaction and their behavioral intentions. Each dimension was identified as the determining attributes which strongly predicted the satisfaction and their important roles in the formation of future repatronage intentions. The finding also provides insights to the restaurants on the importance of servicescape in eliciting positive images of the restaurants. Hence, the restaurants will be able to better serve the customers and increase their satisfaction and revisit intentions. 2010 Conference or Workshop Item NonPeerReviewed application/msword en http://psasir.upm.edu.my/id/eprint/12518/1/ID%2012518.docx Othman, Mohhidin and Goodarzirad, Bahar and Abdul Karim, Muhammad Shahrim (2010) How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case. In: 11th International World Cultural Tourism Conference, 12-14 October 2010, Hangzhou, China. . (Submitted) English
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
English
description The concept of servicescape and its effect on customer satisfaction and behavioral intentions has been studied extensively in various areas of service retailing but not in the family branded restaurants in Malaysia. The aim of this paper is to fill in some of the research gap by testing the effects of servicescape (facility aesthetics, layout accessibility, seating comfort, ambient condition and cleanliness) on diners' satisfaction and behavior. Findings include the important role of functional and effective servicescape components in shaping diners' satisfaction and their behavioral intentions. Each dimension was identified as the determining attributes which strongly predicted the satisfaction and their important roles in the formation of future repatronage intentions. The finding also provides insights to the restaurants on the importance of servicescape in eliciting positive images of the restaurants. Hence, the restaurants will be able to better serve the customers and increase their satisfaction and revisit intentions.
format Conference or Workshop Item
author Othman, Mohhidin
Goodarzirad, Bahar
Abdul Karim, Muhammad Shahrim
spellingShingle Othman, Mohhidin
Goodarzirad, Bahar
Abdul Karim, Muhammad Shahrim
How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case
author_facet Othman, Mohhidin
Goodarzirad, Bahar
Abdul Karim, Muhammad Shahrim
author_sort Othman, Mohhidin
title How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case
title_short How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case
title_full How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case
title_fullStr How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case
title_full_unstemmed How servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a Malaysian case
title_sort how servicesape affects diners' satisfaction and their behavioral intentions in family chain restaurants : a malaysian case
publishDate 2010
url http://psasir.upm.edu.my/id/eprint/12518/1/ID%2012518.docx
http://psasir.upm.edu.my/id/eprint/12518/
_version_ 1643825064284520448
score 13.211869

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