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The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants: An Empirical Study of the Food and Beverage Industry in Jakarta

Adilla Anggraeni, Lucina Iswi Hapsari Sulistyo, Natalia Affandy

Source Title: International Journal of Asian Business and Information Management (IJABIM)11(3)

ISSN: 1947-9638|EISSN: 1947-9646|EISBN13: 9781799806431|DOI: 10.4018/IJABIM.2020070107

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MLA

Anggraeni, Adilla, et al. "The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants: An Empirical Study of the Food and Beverage Industry in Jakarta." IJABIM vol.11, no.3 2020: pp.101-118. http://doi.org/10.4018/IJABIM.2020070107

APA

Anggraeni, A., Sulistyo, L. I., & Affandy, N. (2020). The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants: An Empirical Study of the Food and Beverage Industry in Jakarta. International Journal of Asian Business and Information Management (IJABIM), 11(3), 101-118. http://doi.org/10.4018/IJABIM.2020070107

Chicago

Anggraeni, Adilla, Lucina Iswi Hapsari Sulistyo, and Natalia Affandy. "The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants: An Empirical Study of the Food and Beverage Industry in Jakarta," International Journal of Asian Business and Information Management (IJABIM) 11, no.3: 101-118. http://doi.org/10.4018/IJABIM.2020070107

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Abstract

The purpose of this research is to identify the factors influencing customers' satisfaction and revisit intentions for full-service restaurants in Jakarta. The recent economic crisis is known to have had a great impact on consumer behavior with regard to restaurants. Therefore, this study is primarily focused on exploring the effects on the traditional antecedents of satisfaction and revisit intentions as full-time restaurants attempt to come up with better marketing strategies. This study involved 150 respondents who recently visited a full-service restaurant within the period of one month prior to the data collection. A confirmatory factor analysis and a reliability analysis were used to test the reliability and validity of the measurements. The hypotheses testing was conducted using a simple and multiple linear regression analysis to test the suitability of the proposed model for measuring satisfaction and revisit intentions. The results of the study showed that atmosphere has a significant influence on customer satisfaction and revisit intention. Customer satisfaction was also found as one of the most significant factors impacting revisit intention in the full-service restaurant industry. Therefore, restaurant managers can use a combination of good price and exciting atmosphere to enhance satisfaction and revisit intention. This study provides insights on full-service restaurants in Indonesia which have not received much attention in both marketing and hospitality literature.