Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction
ISSN: 0007-070X
Article publication date: 21 November 2023
Issue publication date: 14 February 2024
Abstract
Purpose
This research investigates the effects of consumers' online information searching on their dining satisfaction in upscale restaurants during the pandemic. Customers frequently rely on online sources to gather information about upscale restaurants prior to their visits.
Design/methodology/approach
Data from 307 diners across the top ten popular upscale restaurants in Hong Kong were analysed by using SEM to explore the links between customers' needs, information search, restaurant attributes and customer satisfaction.
Findings
This study uncovers customers' online search behaviours and identifies restaurant attributes that are associated with customer satisfaction, which were not typically emphasised before the COVID-19 pandemic. Driven by their social and psychological needs, customers devoted more time to reading written comments by other consumers compared to visual images or self-descriptions from restaurants. Only service attribute significantly influenced customer satisfaction, while food and price attributes were not significant.
Research limitations/implications
The findings of this study provide valuable insights for researchers and practitioners, shedding light on the altered needs and preferences of consumers following the unprecedented health crisis.
Originality/value
This study contributes to the development of expectancy disconfirmation theory and needs theory through the investigation of consumers' online information searching behaviours and dining satisfaction in upscale restaurants during the pandemic. By identifying the most important attributes influencing customer satisfaction, this research can aid upscale restaurants in developing effective marketing strategies and enhancing customer experiences.
Keywords
Acknowledgements
Funding: This work was supported by College of Professional and Continuing Education, The Hong Kong Polytechnic University (BHM-2020-176(J)).
Citation
Lo, S.-K.J., Tavitiyaman, P. and Tsang, W.-S.L. (2024), "Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction", British Food Journal, Vol. 126 No. 3, pp. 941-964. https://doi.org/10.1108/BFJ-06-2023-0471
Publisher
:Emerald Publishing Limited
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