Drivers of customer satisfaction with restaurants during COVID-19. A survey of young adults in Taiwan and Indonesia

IF 5.5 Q1 MANAGEMENT

Asia Pacific Management Review Pub Date : 2024-09-01 DOI:10.1016/j.apmrv.2023.08.001

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Abstract

Consumer behavior and preferences regarding restaurant patronage during a pandemic are different than those under ordinary conditions. This research investigates the new drivers of customer satisfaction with restaurants in two different countries, Indonesia and Taiwan, by surveying young adults and analyzing their responses through various structural equation modeling techniques. The severity of the outbreak in each country moderates the intensity of the effects of the determinants of trust, whereas building trust through safety precautions and a safe physical environment becomes the key factor to achieve customer satisfaction. In fact, under extraordinary conditions of lifestyle disruption involving high perceived uncertainty and risk, such as the COVID-19 pandemic, trust assumes the role of mediator in the relationship between customer satisfaction and its drivers.

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新冠肺炎期间顾客对餐馆满意度的驱动因素。台湾与印尼青少年调查

大流行病期间消费者光顾餐馆的行为和偏好与普通情况下不同。本研究通过对年轻人进行调查，并通过各种结构方程模型技术对他们的回答进行分析，调查了印度尼西亚和台湾这两个不同国家顾客对餐厅满意度的新驱动因素。每个国家疫情的严重程度都会缓和信任决定因素的影响强度，而通过安全防范措施和安全的物质环境建立信任则成为实现顾客满意的关键因素。事实上，在诸如 COVID-19 大流行病等涉及高感知不确定性和高风险的生活方式破坏的特殊条件下，信任在客户满意度及其驱动因素之间的关系中扮演着中介人的角色。

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来源期刊

Asia Pacific Management Review MANAGEMENT-

CiteScore

8.00

自引率

4.50%

发文量

期刊介绍： Asia Pacific Management Review (APMR), peer-reviewed and published quarterly, pursues to publish original and high quality research articles and notes that contribute to build empirical and theoretical understanding for concerning strategy and management aspects in business and activities. Meanwhile, we also seek to publish short communications and opinions addressing issues of current concern to managers in regards to within and between the Asia-Pacific region. The covered domains but not limited to, such as accounting, finance, marketing, decision analysis and operation management, human resource management, information management, international business management, logistic and supply chain management, quantitative and research methods, strategic and business management, and tourism management, are suitable for publication in the APMR.