The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model

Hülya Taştan; Aykut Göktuğ Soylu

doi:10.31822/jomat.2023-8-1-27

EN

The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model

Abstract

Food and beverage sector is a challenging sector which is growing and changing fast and including severe competition. Restaurants are an important part of the sector and in today’s conditions it is vital them to be nourishing and satisfying and also free of problems in terms of cleanliness. In this respect the aim of this study is to understand how satisfaction/dissatisfaction feeling affects the intentions of complaining a restaurant or revisiting it by determining to what extent cleanliness factors affect customers’ satisfaction level in the scope of S-O-R Model. In accordance with the given purpose, the data collected via the questionnaires from 384 customers of a restaurant in the United States of America have been analysed. According to the results, participants evaluate restaurant cleanliness in six aspects and it has been established that these six aspects clarify 42 % of restaurant satisfaction. Also, it has been found that restaurant satisfaction affects the intention of revisiting but does not affect the intention of complaint. In the study suggestions for theoretical and practical areas have been presented.

Keywords

S-O-R model, restaurant, satisfaction, cleanliness, gastronomy, Revisiting intention

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Details

Primary Language

English

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Hülya Taştan
0000-0003-1190-2758
Türkiye

Aykut Göktuğ Soylu ^*
0000-0002-7402-2291
Türkiye

Publication Date

July 31, 2023

Submission Date

March 14, 2022

Acceptance Date

November 3, 2022

Published in Issue

Year 2023 Volume: 8 Number: 1

DOI

https://doi.org/10.31822/jomat.2023-8-1-27

IZ

https://izlik.org/JA33UB88EN

APA

Taştan, H., & Soylu, A. G. (2023). The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model. Journal of Multidisciplinary Academic Tourism, 8(1), 27-38. https://doi.org/10.31822/jomat.2023-8-1-27

AMA

1.Taştan H, Soylu AG. The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model. Jomat. 2023;8(1):27-38. doi:10.31822/jomat.2023-8-1-27

Chicago

Taştan, Hülya, and Aykut Göktuğ Soylu. 2023. “The Impact of Perceived Cleanliness on Customer Satisfaction, Revisiting Intention and Complaining Behaviors: The Case of Restaurants by S-O-R Model”. Journal of Multidisciplinary Academic Tourism 8 (1): 27-38. https://doi.org/10.31822/jomat.2023-8-1-27.

EndNote

Taştan H, Soylu AG (July 1, 2023) The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model. Journal of Multidisciplinary Academic Tourism 8 1 27–38.

IEEE

[1]H. Taştan and A. G. Soylu, “The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model”, Jomat, vol. 8, no. 1, pp. 27–38, July 2023, doi: 10.31822/jomat.2023-8-1-27.

ISNAD

Taştan, Hülya - Soylu, Aykut Göktuğ. “The Impact of Perceived Cleanliness on Customer Satisfaction, Revisiting Intention and Complaining Behaviors: The Case of Restaurants by S-O-R Model”. Journal of Multidisciplinary Academic Tourism 8/1 (July 1, 2023): 27-38. https://doi.org/10.31822/jomat.2023-8-1-27.

JAMA

1.Taştan H, Soylu AG. The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model. Jomat. 2023;8:27–38.

MLA

Taştan, Hülya, and Aykut Göktuğ Soylu. “The Impact of Perceived Cleanliness on Customer Satisfaction, Revisiting Intention and Complaining Behaviors: The Case of Restaurants by S-O-R Model”. Journal of Multidisciplinary Academic Tourism, vol. 8, no. 1, July 2023, pp. 27-38, doi:10.31822/jomat.2023-8-1-27.

Vancouver

1.Hülya Taştan, Aykut Göktuğ Soylu. The impact of perceived cleanliness on customer satisfaction, revisiting intention and complaining behaviors: The case of restaurants by S-O-R Model. Jomat. 2023 Jul. 1;8(1):27-38. doi:10.31822/jomat.2023-8-1-27

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