Examining the Influences of Satisfaction and Trust on the Behavioral Intentions of Customers Who Dined in Casual Dining Restaurants: A Mixed-Methods Approach
Main Article Content
Abstract
The restaurant business is very competitive, such that managers must identify appropriate components of their restaurant attributes to better satisfy the needs and wants of their customers. Studies have long investigated restaurant attributes but treated such attributes using a common factor analysis technique; these should be analyzed as components. This paper aims to demonstrate how researchers can conduct a mixed-methods study to investigate the effects of restaurant attributes on customer behaviors and how a component-based analysis method is used. A sequential unequal research design was undertaken, including three steps: (1) identifying a set of restaurant attributes from the restaurant literature (Step-1), (2) conducting a field study to propose a refined set of restaurant attributes that fit with the context of the study (Step-2), and (3) collecting survey data for further analysis with the Generalized Structured Component Analysis (GSCA) technique (Step-3). The results of Step-1 revealed 10 restaurant attributes entailing many components. The results of Step-2 revealed only seven attributes (food, price, services, atmosphere, facilities, cleanliness, and location), entailing different sets of components specific to each attribute. In Step-3, a conceptual model was developed, including three constructs treated as components: satisfaction (encapsulated all seven restaurant attributes), trust, and behavioral intentions. The results of Step-3 indicated that satisfaction was found to influence trust, while satisfaction and trust were found to influence behavioral intentions. In addition, the indirect effect of satisfaction on behavioral intentions through trust was indicated as only a partial mediator. Overall discussions suggest further studies that may adapt various methods to improve research quality. Thus, this paper offers a specific procedure for researchers who desire to conduct a mixed-methods research design through the context of the restaurant business and for those interested in using GSCA. Demonstrating the research processes employed is the primary contribution of this paper. This may be helpful for novices interested in replicating our steps in their specific study context.
Article Details
References
Ahmed, A., Shaikh, S. S., & Naseer, R. (2019). Factors affecting customer retention in the restaurant industry: moderating role of restaurant location. IBT Journal of Business Studies (JBS), 2(2).
Ali, R., Leifu, G., YasirRafiq, M., & Hassan, M. (2015). Role of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction. Journal of Applied Business Research (JABR), 31(4), 1425-1436.
Anaya-Sánchez, R., Molinillo, S., Aguilar-Illescas, R., & Liébana-Cabanillas, F. (2019). Improving travellers’ trust in restaurant review sites. Tourism Review, 74(4), 830-840.
Andersson, T. D., & Mossberg, L. (2004). The dining experience: do restaurants satisfy customer needs? Food Service Technology, 4(4), 171-177.
Azlyna, V. N., & Nugraha, J. (2023). Influence of Perceived Usefulness on Using the Shopee Application: Study on College Students. Journal of Office Administration: Education and Practice, 3(2), 74-83.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of consumer research, 20(4), 644-656.
Babin, B. J., Lee, Y. K., Kim, E. J., & Griffin, M. (2005). Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea. Journal of services marketing, 19(3), 133-139.
Back, K.-J. (2012). Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes. International journal of hospitality management, 31(2), 535-543.
Bae, S., Slevitch, L., & Tomas, S. (2018). The effects of restaurant attributes on satisfaction and return patronage intentions: Evidence from solo diners’ experiences in the United States. Cogent Business & Management, 5(1), 1493903.
Barber, N., & Scarcelli, J. M. (2009). Clean restrooms: how important are they to restaurant consumers? Journal of Foodservice, 20(6), 309-320.
Barber, N., & Scarcelli, J. M. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality: An International Journal.
Berraies, S., Yahia, K. B., & Hannachi, M. (2017). Identifying the effects of perceived values of mobile banking applications on customers: Comparative study between baby boomers, generation X and generation Y. International Journal of Bank Marketing.
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative research in psychology, 3(2), 77-101.
Bredahl, L. (2001). Determinants of consumer attitudes and purchase intentions with regard to genetically modified food–results of a cross-national survey. Journal of consumer policy, 24(1), 23-61.
Bujisic, M., Hutchinson, J., & Parsa, H. (2014). The effects of restaurant quality attributes on customer behavioral intentions. International Journal of Contemporary Hospitality Management, 26(8), 1270-1291.
Burger, B., Kanbach, D. K., Kraus, S., Breier, M., & Corvello, V. (2023). On the use of AI-based tools like ChatGPT to support management research. European Journal of Innovation Management, 26(7), 233-241.
Cachia, M., & Millward, L. (2011). The telephone medium and semi-structured interviews: a complementary fit. Qualitative Research in Organizations and Management: An International Journal, 6(3), 265-277.
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443-462.
Campbell, R. R. (1966). A suggested paradigm of the individual adoption process. Rural Sociology, 31(4), 458.
Chang, H. H., & Chen, S. W. (2008). The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator. Online information review, 32(6), 818-841.
Chang, K. C. (2013). How reputation creates loyalty in the restaurant sector. International Journal of Contemporary Hospitality Management, 25(4), 536-557.
Cho, G., Hwang, H., Sarstedt, M., & Ringle, C. M. (2020). Cutoff criteria for overall model fit indexes in generalized structured component analysis. Journal of marketing analytics, 8(4), 189-202.
Cho, G., Schlaegel, C., Hwang, H., Choi, Y., Sarstedt, M., & Ringle, C. M. (2022). Integrated generalized structured component analysis: On the use of model fit criteria in international management research. Management International Review, 62(4), 569-609.
Chumwichan, S., Wongwanich, S., & Piromsombat, C. (2023). Effect of Research Training Environment on Doctoral Students’ Research Intentions. ABAC Journal, 43(4), 1-18.
Cousins, J., Foskett, D., & Gillespie, C. (2002). Food and Beverage Management Longman Pub Group.
DiPietro, R. (2017). Restaurant and foodservice research: A critical reflection behind and an optimistic look ahead. International Journal of Contemporary Hospitality Management, 29(4), 1203-1234.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of marketing, 61(2), 35-51.
Dzakiyyah, N., & Nugraha, J. (2023). UTAUT Model Analysis on E-Wallet Usage of Vocational School Students. Jurnal Pendidikan Administrasi Perkantoran (JPAP), 11(2), 86-98.
Fakfare, P., Cho, G., Hwang, H., & Manosuthi, N. (2021). Examining the sensory impressions, value perception, and behavioral responses of tourists: the case of floating markets in Thailand. Journal of Travel & Tourism Marketing, 38(7), 666-681.
Fakfare, P., & Wattanacharoensil, W. (2023). Low-carbon tourism for island destinations: A
crucial alternative for sustainable development. Sustainable Development, 31(1), 180-197.
Finkelstein, J. (1989). Dining Out: A Sociology Of Modern Manners. New York University Press.
Gagić, S., Tešanović, D., & Jovičić, A. (2013). The vital components of restaurant quality that affect guest satisfaction. Turizam, 17(4), 166-176.
Gelashvili, V., Martínez-Navalón, J. G., & Herrera Enríquez, G. (2021). How stress and anxiety when using mobile restaurant reservation Apps influence users’ satisfaction and trust. Journal of Indian Business Research, 13(3), 395-412.
Gikonyo, L., Berndt, A., & Wadawi, J. (2015). Critical Success Factors for Franchised Restaurants Entering the Kenyan Market. SAGE Open, 5(4). https://doi.org/10.1177/2158244015614378
Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of management information systems, 18(1), 185-214.
Golicic, S. L., & Davis, D. F. (2012). Implementing mixed methods research in supply chain management. International Journal of Physical Distribution & Logistics Management, 42(8/9), 726-741.
Grant, M. J., & Booth, A. (2009). A typology of reviews: an analysis of 14 review types and associated methodologies. Health information & libraries journal, 26(2), 91-108.
Guest, G., Bunce, A., & Johnson, L. (2006). How many interviews are enough? An experiment with data saturation and variability. Field methods, 18(1), 59-82.
Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest satisfaction and restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284-298.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLSSEM: Indeed a Silver Bullet Journal of Marketing Theory and Practice, 19 (2) pages 139-152, doi: 10.2753. MTP1069-6679190202.
Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115-135.
Hoek, A. C., Pearson, D., James, S. W., Lawrence, M. A., & Friel, S. (2017). Shrinking the food-print: A qualitative study into consumer perceptions, experiences and attitudes towards healthy and environmentally friendly food behaviours. Appetite, 108, 117-131. https://doi.org/10.1016/j.appet.2016.09.030
Hoq, M. Z., Sultana, N., & Amin, M. (2010). The effect of trust, customer satisfaction and image on customers’ loyalty in Islamic banking sector. South asian journal of management, 17(1), 70-93.
Hu, M.-L. M., & Yuan, Y.-H. (2020). Constructing the assessment scale of youth’s restaurant entrepreneurship competency: the Case of Taiwan. SAGE Open, 10(1), 2158244019900566.
Hunt, S. D. (2010). Marketing theory: foundations, controversy, strategy. Resource-Advantage Theory.
Hwang, H., & Cho, G. (2020). Global least squares path modeling: A full-information alternative to partial least squares path modeling. psychometrika, 85(4), 947-972.
Hwang, H., Cho, G., & Choo, H. (2023a). GSCA Pro User’s Manual. https://doi.org/10.13140/RG.2.2.28162.61127
Hwang, H., & Takane, Y. (2014). Generalized structured component analysis: A component-based approach to structural equation modeling. CRC Press.
Hwang, H., Takane, Y., & Jung, K. (2017). Generalized structured component analysis with uniqueness terms for accommodating measurement error. Frontiers in Psychology, 8, 2137.
Hwang, H., Sarstedt, M., Cho, G., Choo, H., & Ringle, C. M. (2023b). A primer on integrated generalized structured component analysis. European Business Review, 35(3), 261-284. https://doi.org/10.1108/EBR-11-2022-0224.
Iglesias, M. P., & Guillén, M. J. Y. (2004). Perceived quality and price: their impact on the satisfaction of restaurant customers. International Journal of Contemporary Hospitality Management, 16(6), 373-379.
Jackson, D.N. (1970). A sequential system for personality scale development. In C.D. Spielberger (Ed.), Current Topics in Clinical and Community Psychology, (Vol. 2, pp. 61-96). New York: Academic Press.
Jackson, D. N. (1971). The dynamics of structured personality tests. Psychological Review, 78, 229-248
Jang, S., & Ha, J. (2014). Do loyal customers perceive the quality of restaurant attributes differently?: A study of Korean restaurant customers. Journal of Foodservice Business Research, 17(3), 257-266.
Jin, B., Yong Park, J., & Kim, J. (2008). Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty. International Marketing Review, 25(3), 324-337.
Johns, N., & Pine, R. (2002). Consumer behaviour in the food service industry: a review. International journal of hospitality management, 21(2), 119-134.
Jolliffe, I. T., & Cadima, J. (2016). Principal component analysis: a review and recent developments. Philosophical transactions of the royal society A: Mathematical, Physical and Engineering Sciences, 374(2065), 20150202. https://doi.org/10.1098/rsta.2015.0202
Josiam, B., Sohail, M. S., & Monteiro, P. (2007). Curry cuisine: Perceptions of Indian restaurants in Malaysia. Tourismos: An International Journal of Tourism, 2(2), 25-38.
Julagasigorn, P., Banomyong, R., Grant, D. B., & Varadejsatitwong, P. (2021). What encourages people to carpool? A conceptual framework of carpooling psychological factors and research propositions. Transportation Research Interdisciplinary Perspectives, 12, 100493.
Khanngoen, C., Lertwachara, K., Gulthawatvichai, T., Chutiphongdech, T., Limteerakul, V., Panbamrungkij, T., & Wattanawaraporn, R. (2023). Factors Influencing Customer Co-Creation and Happiness in Fitness Center Businesses. ABAC Journal, 43(3), 148-163.
Kim, G.-J. (2014). Applying service profit chain model to the Korean restaurant industry. International journal of hospitality management, 36, 1-13.
Kim, W. G., Ng, C. Y. N., & Kim, Y.-s. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International journal of hospitality management, 28(1), 10-17.
Kivelä, J. (1997). Restaurant marketing: selection and segmentation in Hong Kong. International Journal of Contemporary Hospitality Management, 9(3), 116-123.
Kivelä, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage International Journal of Contemporary Hospitality Management, 11(5), 205-222.
Kivelä, J. J., & Chu, C. Y. H. (2001). Delivering quality service: Diagnosing favorable and unfavorable service encounters in restaurants. Journal of Hospitality & Tourism Research, 25(3), 251-271.
Ko, H.-S., Kim, S.-K., Kim, D.-K., & Kim, B.-J. (2005). Importance perception on the sanitation and cleanliness of family restaurant employees. Korean journal of food and
cookery science, 21(2), 155-162.
Krippendorff, K. (2018). Content analysis: An introduction to its methodology. Sage publications.
Kumar, K. S. (2012). Expectations and Perceptions of Passengers on Service Quality with Reference to Public Transport Undertakings. IUP Journal of Operations Management, 11(3).
Law, A. K., Hui, Y., & Zhao, X. (2004). Modeling repurchase frequency and customer satisfaction for fast food outlets. International Journal of Quality & Reliability Management, 21(5), 545-563.
Law, R., To, T., & Goh, C. (2008). How do Mainland Chinese travelers choose restaurants in Hong Kong?: An exploratory study of individual visit scheme travelers and packaged travelers. International journal of hospitality management, 27(3), 346-354.
Lin, J., Wang, B., Wang, N., & Lu, Y. (2014). Understanding the evolution of consumer trust in mobile commerce: a longitudinal study. Information Technology and Management, 15, 37-49.
Liu, C., Marchewka, J. T., Lu, J., & Yu, C.-S. (2005). Beyond concern—a privacy-trust-behavioral intention model of electronic commerce. Information & Management, 42(2), 289-304.
Liu, P., & Tse, E. C.-Y. (2018). Exploring factors on customers’ restaurant choice: an analysis of restaurant attributes. British Food Journal.
Longart, P. (2010). What drives word-of-mouth in restaurants? International Journal of Contemporary Hospitality Management, 22(1), 121-128.
Longart, P. (2015). Consumer Decision Making in Restaurant Selection. (Doctoral thesis) [Doctoral, Coventry University]. United Kingdom.
Longart, P., Wickens, E., & Bakir, A. (2016). Consumer Decision Process in Restaurant Selection: An Application of the Stylized EKB Model. Market-Tržište, 28(2), 173-190. https://doi.org/10.22598/mt/2016.28.2.173
Longart, P., Wickens, E., & Bakir, A. (2018). An investigation into restaurant attributes: A basis for a typology. International Journal of Hospitality & Tourism Administration, 19(1), 95-123.
Luo, X., & Homburg, C. (2007). Neglected outcomes of customer satisfaction. Journal of marketing, 71(2), 133-149.
Macht, M., Meininger, J., & Roth, J. (2005). The Pleasures of Eating: A Qualitative Analysis. Journal of Happiness Studies, 6(2), 137-160. https://doi.org/10.1007/s10902-005-0287-x
Maleepumpun, K. (2023). Factors Affecting the Acceptance of CBDCs in the Tourism Industry: A Structural Equation Modeling Approach. Service, Leisure, Sport, Tourism & Education, 1(3).
Mannan, M., Chowdhury, N., Sarker, P., & Amir, R. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management, 14(4), 922-947.
Manosuthi, N., Lee, J.-S., & Han, H. (2021a). Causal-predictive model of customer lifetime/influence value: mediating roles of memorable experiences and customer engagement in hotels and airlines. Journal of Travel & Tourism Marketing, 38(5), 461-477.
Manosuthi, N., Lee, J.-S., & Han, H. (2021b). An innovative application of composite-based structural equation modeling in hospitality research with empirical example. Cornell Hospitality Quarterly, 62(1), 139-156.
Manosuthi, N., Lee, J.-S., & Han, H. (2022a). Green behavior at work of hospitality and tourism employees: Evidence from IGSCA-SEM and fsQCA. Journal of Sustainable
Tourism, 1-23.
Manosuthi, N., Lee, J.-S., & Han, H. (2022b). Investigating residents’ support for Muslim tourism: The application of IGSCA-SEM and fsQCA. Journal of Travel & Tourism Marketing, 39(4), 412-431.
Martínez-Tur, V., Tordera, N., Peiró, J. M., & Potocnik, K. (2011). Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study 1. Journal of Applied Social Psychology, 41(5), 1189-1213.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of management review, 20(3), 709-734.
McCracken, G. (1988). The long interview (Vol. 13). Sage.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information systems research, 13(3), 334-359.
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of management review, 23(3), 473-490.
Meng, A. T. G., & Sidin, S. M. (2020). The effect of expectations and service quality on customer experience in the marketing 3.0 Paradigm. Journal of Marketing Advances and Practices, 2(2), 65-84.
Mohammad, H. (2012). Evaluation of factors affecting customer loyalty in the restaurant industry. African Journal of Business Management, 6(14). https://doi.org/10.5897/ajbm11.2765
Moreno-Camacho, C. A., Montoya-Torres, J. R., Jaegler, A., & Gondran, N. (2019). Sustainability metrics for real case applications of the supply chain network design problem: A systematic literature review. Journal of cleaner production, 231, 600-618.
Muller, C. C., & Woods, R. H. (1994). An expanded restaurant typology. Cornell Hotel and Restaurant Administration Quarterly, 35(3), 27-37.
Müller Csernetzky, P., Keiderling, F., Kowalkowski, C., Østerlund, M., West, S., & Stoll, O. (2020). Adjusting customer journey mapping for application in industrial product-service systems. International Journal of Business Environment, 11(3). https://doi.org/10.1504/ijbe.2020.10032987
Myung, E., Barrash, D. I., & Feinstein, A. H. (2007). The Effects of Coupon Promotion on Repeat Visits in Restaurants. Journal of Foodservice Business Research, 9, 55 - 75.
Namkung, Y., & Jang, S. (2008). Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management, 20(2), 142-155.
Napontun, K., & Senachai, P. (2023). Identifying Factors Influencing Consumers Not to Skip TrueView Advertising on YouTube. ABAC Journal, 43(1), 85-102.
Neuendorf, K. A. (2017). The content analysis guidebook. sage.
Nilufar, M. (2022). The Importance of Organizing and Zoning the Environment of Restaurant Interiors. Middle European Scientific Bulletin, 23, 8-12.
Nitiwanakul, W. (2014). A comparative study of customer perceived value as a driver for fine dining restaurant selection: A case of Thai consumers and expatriates. AU Journal of Management, 12(1), 1-13.
Paddock, J., Warde, A., & Whillans, J. (2017). The changing meaning of eating out in three English cities 1995–2015. Appetite, 119, 5-13.
Park, E., Kwon, J., Chae, B., & Kim, S.-B. (2021). What are the salient and memorable green-restaurant attributes? Capturing customer perceptions from user-generated content. SAGE Open, 11(3), 21582440211031546.
Parsa, H., Self, J. T., Njite, D., & King, T. (2005). Why restaurants fail. Cornell Hotel and Restaurant Administration Quarterly, 46(3), 304-322.
Puspita, O. D. (2015). Physical evidence of small theme restaurant in Indonesia: A case study of ramen house. Procedia-social and behavioral sciences, 169, 289-295.
Qamar, A., & Qureshi, M. A. (2022). Impact of Behavioral, Technological & Societal Antecedents on Continuous Usage Intention of Mobile Banking. ABAC Journal, 42(4), 46-63.
Rasmidatta, V. (2023). Comparative Analysis of Factor-Based and Composite-Based Structural Equation Models: Factors Affecting Word-of-Mouth of Tourists in Khung Bang Kachao. ABAC Journal, 43(4), 135-164.
Rasoolimanesh, S., Nejati, M., Lei Mee, T., Ramayah, T., Shafaei, A., & Abd Razak, N. (2017). Full collinearity as a new criterion to assess discriminant validity of composite (formative) and reflective measurement models. 9th International Conference on PLS and Related Methods (PLS’17),
Rasoolimanesh, S. M. (2022). Discriminant validity assessment in PLS-SEM: A comprehensive composite-based approach. Data Analysis Perspectives Journal, 3(2), 1-8.
Rungroueng, T., & Monpanthong, P. (2023). A Confirmation of Elemental Factor Toward Perceived Port Quality. ABAC Journal, 43(4), 113-134.
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310-329.
Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: an examination of the transaction-specific model. Journal of services marketing, 20(1), 3-11.
Sarstedt, M., Hair, J. F., Ringle, C. M., Thiele, K. O., & Gudergan, S. P. (2016). Estimation issues with PLS and CBSEM: Where the bias lies! Journal of Business Research, 69(10), 3998-4010.
Senachai, P., Julagasigorn, P., & Chumwichan, S. (2023). The Role of Retail Mix Elements in Enhancing Customer Engagement: Evidence from Thai Fast-Moving Consumer Goods Retail Sector. ABAC Journal, 43(2), 106-124.
Shin, Y. H., & Yu, L. (2020). The influence of quality of physical environment, food and service on customer trust, customer satisfaction, and loyalty and moderating effect of gender: an empirical study on foreigners in South Korean Restaurant. International Journal of Advanced Culture Technology (IJACT), 8(3), 172-185.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28, 150-167.
Sirimongkol, T. (2022). The effects of restaurant service quality on revisit intention in pandemic conditions: an empirical study from Khonkaen, Thailand. Journal of Foodservice Business Research, 25(2), 233-251.
Soriano, R. (2002). Customers’ expectations factors in restaurants The situation in Spain. International Journal of Quality & Reliability Management, 19(8/9), 1055-1067.
Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56-60.
Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247.
Tashakkori, A., & Teddlie, C. (1998). Mixed methodology: Combining qualitative and quantitative approaches (Vol. 46). sage.
Teo, T. S., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An
empirical study. Journal of management information systems, 25(3), 99-132.
Ter Huurne, M., Ronteltap, A., Corten, R., & Buskens, V. (2017). Antecedents of trust in the sharing economy: A systematic review. Journal of consumer behaviour, 16(6), 485-498.
Tešanović, D., Krasavčić, M., Kalenjuk, B., Gagić, S., & Đeri, L. (2018). The effect of the structure of management and employees on guest’s satisfaction of restaurant products and services. Ekonomika poljoprivrede, 65(3), 1193-1210. https://doi.org/10.5937/ekoPolj1803193T
Tse, A. C. (2001). How much more are consumers willing to pay for a higher level of service? A preliminary survey. Journal of services marketing, 15(1), 11-17.
Tzeng, G.-H., Teng, M.-H., Chen, J.-J., & Opricovic, S. (2002). Multicriteria selection for a restaurant location in Taipei. International journal of hospitality management, 21(2), 171-187.
Vargo, S. L., & Lusch, R. F. (2014). Service-dominant logic: What it is, what it is not, what it might be. In The service-dominant logic of marketing (pp. 43-56). Routledge.
Vilnai-Yavetz, I., & Gilboa, S. (2010). The effect of servicescape cleanliness on customer reactions. Services Marketing Quarterly, 31(2), 213-234.
Walker, J. R. (2018). Exploring the Hospitality Industry (4th Edition) Pearson.
Warnaen, A., Nurlaili, N., & Yastutik, Y. (2022). Farmer to Farmer Extension Approach to increase Coffee Farmers’ Food Security. Agriekonomika, 11(1), 19-30.
Weber, R. P. (1990). Basic content analysis (Vol. 49). Sage.
Weiss, R., Feinstein, A. H., & Dalbor, M. (2005). Customer satisfaction of theme restaurant attributes and their influence on return intent. Journal of Foodservice Business Research, 7(1), 23-41.
Yoo, S. A. (2012). Customer perceptions of restaurant cleanliness: A cross cultural study Virginia Tech].
Yüksel, A., & Yüksel, F. (2003). Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal of vacation marketing, 9(1), 52-68.
Zahari, M. S. M., Mansur, N., Hanafiah, M. H., Radzi, S. M., & Hashim, R. (2010). Restaurant brand image attributions, customer preferences and purchase decision: evidence from Malaysia. Scientia Journals Res Manageria, 1(1), 33-42.
Zardi, H., Wardi, Y., & Evanita, S. (2019). Effect of Quality Products, Prices, Locations and Customer Satisfaction to Customer Loyalty Simpang Raya Restaurant Bukittinggi” Salero Nan Tau Raso”. 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018),
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
Zhu, D. H., Zhang, Z. J., Chang, Y. P., & Liang, S. (2019). Good discounts earn good reviews in return? Effects of price promotion on online restaurant reviews. International journal of hospitality management, 77, 178-186.