The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry
Abstract
This research aims to examine the relationships among three components of the physical environment (i.e., décor and artifacts, spatial layout, and ambient conditions), price perception, customer satisfaction, and customer loyalty in the restaurant industry. A total of 279 cases from a survey were used to assess overall fit of the proposed model and test hypotheses using structural equation modeling. The three factors of the physical environment strongly influenced how customers perceived price, and this price perception, in turn, enhanced customer satisfaction level and directly/indirectly influenced customer loyalty. Décor and artifacts were the most significant predictors of price perception among the three components of the physical environment. Furthermore, both price perception and customer satisfaction played significant partial/complete mediating roles in the proposed model. The paper provides potential ways for restaurateurs to increase customer loyalty by improving their understanding of the roles of physical environment, price perception, and customer satisfaction.
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Cites
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The Behavioral Consequences of Service Quality
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Cited by
Ryu, K., Lee, H., & Gon Kim, W. (2012) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596111211206141 · Cited by 1,254
Self-citationEl-Adly, M. I. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.007 · Cited by 613
The influence of brand experience and service quality on customer engagement
Prentice, C., Wang, X., & Loureiro, S. M. C. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.04.020 · Cited by 367
Yu, J., Park, J., & Hyun, S. S. (2021) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2021.1867283 · Cited by 312
Ali, F., Hussain, K., & Ragavan, N. A. (2014) · Procedia - Social and Behavioral Sciences · doi:10.1016/j.sbspro.2014.07.296 · Cited by 206
Metadata
- Authors
- Han, H., & Ryu, K.
- Venue
- Journal of Hospitality & Tourism Research
- Publisher
- SAGE Publications
- Published
- 2009-10-12
- Volume
- 33
- Issue
- 4
- Pages
- 487-510
- ISSN
- 0741-5095 (ISSN-L)
- 1096-3480
- 1557-7554
- OpenAlex
- W2153984877
- Cited by
- 842
- References
- 9
- FWCI
- 27.70
- Type
- journal article
- Language
- en
- Open access
- closed
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- Han, H., & Ryu, K. (2009). The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry. Journal of Hospitality & Tourism Research. https://doi.org/10.1177/1096348009344212
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
