2024, Vol. 5, Issue 1, Part E
Restaurant attributes and customer switching intention in casual dining restaurants: A mediation analysis
Author(s): Jyoti Jhajhra, Jyoti Jhajhra and Dr. Ubba Savita
Abstract: The intricate relationship among restaurant attributes, customer satisfaction, and their intention to switch is explored in current investigation. Furthermore, mediating effect of customer satisfaction has been emphasized. This study collected 563 valid samples from customers through a structured questionnaire at casual dining restaurants. To analyze the data, we used smart PLS. The outcomes demonstrate that customer satisfaction and switching intention are substantially affected by restaurant attributes, and customer satisfaction works an intervening role amongst the restaurant attributes and the switching intention. The results also reveal that food-related attributes are the most prominent attribute that affects customer satisfaction in casual dining restaurants. The motive of restaurant managers should be to reduce post-purchase dissonance. The most critical challenge for restaurant managers is to reduce switching and create a distinct competitive image. The effort should be to reduce switching by increasing satisfaction. Satisfaction can be focused on by emphasizing the food, atmospheric, and service-related attributes in the same order.
DOI: 10.22271/27084515.2024.v5.i1e.283
Pages: 379-388 | Views: 98 | Downloads: 53
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How to cite this article:
Jyoti Jhajhra, Jyoti Jhajhra, Dr. Ubba Savita. Restaurant attributes and customer switching intention in casual dining restaurants: A mediation analysis. Asian J Manage Commerce 2024;5(1):379-388. DOI: 10.22271/27084515.2024.v5.i1e.283
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