The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul

Serap ÖZDEMİR GÜZEL, (İstanbul Üniversitesi, Cerrahpaşa Turizm ve Otel İşletmeciliği, İstanbul, Türkiye)
Mithat Zeki DİNÇER (İstanbul Üniversitesi, İktisat Fakültesi, İstanbul, Türkiye)
Journal of Tourism and Gastronomy Studies
18 3
Yıl: 2018 Cilt: 6 Sayı: 4 Sayfa Aralığı: 626 - 643 Metin Dili: İngilizce DOI: 10.21325/jotags.2018.327 İndeks Tarihi: 05-11-2019

The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul

Öz:
Global competition in 21st century has made essential firms to differentiate from their competitors. Pyhsical environment elements in this needed differentiation have an important role. The physical environment, either in the differentiation of the atmosphere, changing the total perception of the product or creating the first impression in order to provide preferred, has become a strategic factor preferred by businesses. This paper aims to examine the effects of the physical environment on perceived value, customer satisfaction and loyalty in the context of the first class restaurants. In this sense, the data were collected by survey from customers who prefer first class restaurants which have tourism establishment certificates in İstanbul. A total of 425 usable questionnaires were analysed with Structural Equation Modeling. According to findings, servicescape has a positive influence on perceived value and perceived value has a positive moderating effect on customer satisfaction. Also customer satisfaction has a positive influence on customer loyalty. The fact that this study is the first to measure the effects of physical environment on both hedonic and utilitarian approaches so it reveals the specificity of the study
Anahtar Kelime:

Konular: Otelcilik, Konaklama, Spor ve Turizm
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA ÖZDEMİR GÜZEL S, DİNÇER M (2018). The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. , 626 - 643. 10.21325/jotags.2018.327
Chicago ÖZDEMİR GÜZEL SERAP,DİNÇER MİTHAT ZEKİ The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. (2018): 626 - 643. 10.21325/jotags.2018.327
MLA ÖZDEMİR GÜZEL SERAP,DİNÇER MİTHAT ZEKİ The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. , 2018, ss.626 - 643. 10.21325/jotags.2018.327
AMA ÖZDEMİR GÜZEL S,DİNÇER M The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. . 2018; 626 - 643. 10.21325/jotags.2018.327
Vancouver ÖZDEMİR GÜZEL S,DİNÇER M The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. . 2018; 626 - 643. 10.21325/jotags.2018.327
IEEE ÖZDEMİR GÜZEL S,DİNÇER M "The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul." , ss.626 - 643, 2018. 10.21325/jotags.2018.327
ISNAD ÖZDEMİR GÜZEL, SERAP - DİNÇER, MİTHAT ZEKİ. "The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul". (2018), 626-643. https://doi.org/10.21325/jotags.2018.327
APA ÖZDEMİR GÜZEL S, DİNÇER M (2018). The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. Journal of Tourism and Gastronomy Studies, 6(4), 626 - 643. 10.21325/jotags.2018.327
Chicago ÖZDEMİR GÜZEL SERAP,DİNÇER MİTHAT ZEKİ The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. Journal of Tourism and Gastronomy Studies 6, no.4 (2018): 626 - 643. 10.21325/jotags.2018.327
MLA ÖZDEMİR GÜZEL SERAP,DİNÇER MİTHAT ZEKİ The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. Journal of Tourism and Gastronomy Studies, vol.6, no.4, 2018, ss.626 - 643. 10.21325/jotags.2018.327
AMA ÖZDEMİR GÜZEL S,DİNÇER M The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. Journal of Tourism and Gastronomy Studies. 2018; 6(4): 626 - 643. 10.21325/jotags.2018.327
Vancouver ÖZDEMİR GÜZEL S,DİNÇER M The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. Journal of Tourism and Gastronomy Studies. 2018; 6(4): 626 - 643. 10.21325/jotags.2018.327
IEEE ÖZDEMİR GÜZEL S,DİNÇER M "The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul." Journal of Tourism and Gastronomy Studies, 6, ss.626 - 643, 2018. 10.21325/jotags.2018.327
ISNAD ÖZDEMİR GÜZEL, SERAP - DİNÇER, MİTHAT ZEKİ. "The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul". Journal of Tourism and Gastronomy Studies 6/4 (2018), 626-643. https://doi.org/10.21325/jotags.2018.327
Sayfa Oluşturulma Tarihi
15-05-2024 13:18

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