The Effect of Quality Dimensions on Customer Perceived Value, Restaurant Image, Customer Satisfaction and Behavioral Intentions

Abstract

This study discusses the effect of quality dimensions on customer perceived value, restaurant image, customer satisfaction and behavioral intentions.  The sample size was 185 customers of a Chinese restaurant in Surakarta, analyzed with the simple regression. The results shows that: first, Quality of physical environment and service quality has no influence on restaurant image and customer perceived value, while Food quality has a positive influence on restaurant image and customer perceived value. Second, simultaneously, Quality of physical environment, food quality, and service quality have no influence on restaurant image, but it do have positive influence on customer perceived value. Third, restaurant image has no influence on customer satisfaction, but it does have a positive influence on customer perceived value.  Fourth, customer perceived value and halal/haram have positive influence on customer satisfaction. Fifth, Restaurant image and customer perceived value simultaneously have positive influence on customer satisfaction. Sixth, Customer satisfaction has a positive influence on behavioral intention.

Keywords: Quality of Physical Environment, Food Quality, Service Quality, Restaurant Image, and Customer Perceived Value, Customer Satisfaction, Halal or Haram, Behavioral Intentions.