{"title":"Drivers of customer satisfaction with restaurants during COVID-19. A survey of young adults in Taiwan and Indonesia","authors":"","doi":"10.1016/j.apmrv.2023.08.001","DOIUrl":null,"url":null,"abstract":"<div><div>Consumer behavior and preferences regarding restaurant patronage during a pandemic are different than those under ordinary conditions. This research investigates the new drivers of <em>customer satisfaction</em> with restaurants in two different countries, Indonesia and Taiwan, by surveying young adults and analyzing their responses through various structural equation modeling techniques. The <em>severity of the outbreak</em> in each country moderates the intensity of the effects of the determinants of <em>trust</em>, whereas building <em>trust</em> through <em>safety precautions</em> and a <em>safe physical environment</em> becomes the key factor to achieve <em>customer satisfaction</em>. In fact, under extraordinary conditions of lifestyle disruption involving high perceived uncertainty and risk, such as the COVID-19 pandemic, <em>trust</em> assumes the role of mediator in the relationship between <em>customer satisfaction</em> and its drivers.</div></div>","PeriodicalId":46001,"journal":{"name":"Asia Pacific Management Review","volume":null,"pages":null},"PeriodicalIF":5.5000,"publicationDate":"2024-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S1029313223000611/pdfft?md5=b1d35d88cb11fb8087d71445b854296a&pid=1-s2.0-S1029313223000611-main.pdf","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Asia Pacific Management Review","FirstCategoryId":"1085","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1029313223000611","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 0
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.
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.
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