Dual Pillars Of Hotel Restaurant Food Quality Satisfaction And Brand Loyalty

Keywords

Brand equity; Brand loyalty; Hotel restaurant food quality; Restaurants; Service quality; Tourist satisfaction

Abstract

Purpose: The purpose of this paper is to investigate the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia. Design/methodology/approach: A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling. Findings: The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that towards enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers. Originality/value: Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.

Publication Date

1-1-2017

Publication Title

British Food Journal

Volume

119

Issue

12

Number of Pages

2597-2609

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/BFJ-07-2016-0344

Socpus ID

85035030855 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85035030855

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