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

摘要

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.