Dual pillars of hotel restaurant food quality satisfaction and brand loyalty
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AbstractPurpose: Current study investigates 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 (CB-SEM). 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 toward 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.
CitationBihamta, H., Jayashree, S., Rezaei, S., Okumus, F., 'Dual pillars of hotel restaurant food quality satisfaction and brand loyalty', British Food Journal, 119 (12) pp. 2597-2609 doi: 10.1108/BFJ-07-2016-0344
JournalBritish Food Journal
DescriptionThis is an accepted manuscript of an article published by Emerald in British Food Journal on 12/10/2017, available online: https://doi.org/10.1108/BFJ-07-2016-0344 The accepted version of the publication may differ from the final published version.
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