Measuring the effect of restaurant servicescapes on customer loyalty
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Tarih
2019
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Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
This paper aims to examine the perceptions of customers towards restaurant servicescapes and to find out the influential role ofrestaurant servicescapes in customer loyalty. Therefore, a survey was conducted at three restaurants in the context of servicescapesin Safranbolu, Turkey. Respondents were interviewed at the end of their meal and asked to complete a scoresheet that consisted of35 servicescape factors. Using data collected from 327 guests, it was found that the guests’ perception of the restaurant servicescapeinfluences their loyalty. Results indicate that both direct/indirect external servicescape influences and physical environment: externalpresentation had the highest scores that positively affect the loyalty of customers.
Açıklama
Anahtar Kelimeler
Kaynak
Turizm Akademik Dergisi
WoS Q Değeri
Scopus Q Değeri
Cilt
6
Sayı
2
