Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining

The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upsca...

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Main Author:	Roney Roger Sining
Format:	Thesis
Language:	English
Published:	2010
Online Access:	http://ir.uitm.edu.my/id/eprint/17724/ http://ir.uitm.edu.my/id/eprint/17724/2/TM_RONEY%20ROGER%20SINING%20HM%2010_5.pdf

id	uitm-17724
recordtype	eprints
spelling	uitm-177242019-02-27T06:44:00Z http://ir.uitm.edu.my/id/eprint/17724/ Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining Roney Roger Sining The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upscale restaurant setting. This study explored the domain of the physical environment in an upscale restaurant context to develop a servicescape scale. Relevant literature was reviewed on architecture, environmental psychology, psychology, operations management, and marketing, highlighting empirical and theoretical contributions. Conceptualization and operationalization of the servicescape dimensions is presented, and the procedures used in constructing and refining scale to assess servicescape in an upscale restaurant of five star hotel. Servicescape consists of the facility aesthetics, perceived quality, cleanliness and layout accessibility. Evidence of the scale’s reliability has been shown on the next chapter. The study attempted to build a conceptual model of how the servicescape influenced customers’ satisfaction. Pearson correlation was used to test the relationships among the hypothesized relationships. Results revealed that servicescape affected the level of satisfaction of customers. Finally, implications for restaurateurs and researchers were discussed. 2010 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17724/2/TM_RONEY%20ROGER%20SINING%20HM%2010_5.pdf Roney Roger Sining (2010) Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining. Masters thesis, Universiti Teknologi MARA.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
description	The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upscale restaurant setting. This study explored the domain of the physical environment in an upscale restaurant context to develop a servicescape scale. Relevant literature was reviewed on architecture, environmental psychology, psychology, operations management, and marketing, highlighting empirical and theoretical contributions. Conceptualization and operationalization of the servicescape dimensions is presented, and the procedures used in constructing and refining scale to assess servicescape in an upscale restaurant of five star hotel. Servicescape consists of the facility aesthetics, perceived quality, cleanliness and layout accessibility. Evidence of the scale’s reliability has been shown on the next chapter. The study attempted to build a conceptual model of how the servicescape influenced customers’ satisfaction. Pearson correlation was used to test the relationships among the hypothesized relationships. Results revealed that servicescape affected the level of satisfaction of customers. Finally, implications for restaurateurs and researchers were discussed.
format	Thesis
author	Roney Roger Sining
spellingShingle	Roney Roger Sining Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
author_facet	Roney Roger Sining
author_sort	Roney Roger Sining
title	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_short	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_full	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_fullStr	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_full_unstemmed	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_sort	relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / roney roger sining
publishDate	2010
url	http://ir.uitm.edu.my/id/eprint/17724/ http://ir.uitm.edu.my/id/eprint/17724/2/TM_RONEY%20ROGER%20SINING%20HM%2010_5.pdf
first_indexed	2023-09-18T22:58:56Z
last_indexed	2023-09-18T22:58:56Z
_version_	1777418041970130944

Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining

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