Exploring the Impact of Atmospheric Quality on Customer Satisfaction and Revisit Intentions in Fine Dining Restaurants

A Study in Indonesia

Abstract

This study investigates the relationship between Atmospheric Quality, Customer Satisfaction, and Revisit Intentions in fine dining restaurants in Indonesia. The research aims to understand how atmospheric quality influences customer satisfaction and its subsequent impact on customers’ intentions to revisit the restaurant. Additionally, the study examines the mediating role of customer satisfaction in the relationship between atmospheric quality and revisit intentions. The research begins with an introduction emphasizing the importance of atmospheric factors and customer satisfaction for the success of fine dining establishments. A quantitative approach is employed, and data is collected from 296 customers of problem statements highlighting the need to explore the specific relationship between atmospheric quality and customer satisfaction and revisit intentions in the Indonesian context of seven well-reputed fine-dining restaurants. A self administered questionnaire assesses respondents’ perceptions of atmospheric quality, customer satisfaction, and revisit intentions. The data is analyzed using structural equation modelling, specifically SmartPLS. The findings reveal a significant positive relationship between atmospheric quality and customer satisfaction and revisit intentions. Furthermore, customer satisfaction mediates the relationship between atmospheric quality and revisit intentions. Recommendations for restaurant owners and managers include prioritizing atmospheric quality, training staff in service excellence, monitoring and improving customer satisfaction and implementing customer loyalty programs. This study contributes to the existing literature by examining the relationship between atmospheric quality, customer satisfaction, and revisiting intentions in Indonesian fine dining. Future research could expand the study by including a more diverse sample, exploring additional factors influencing customer satisfaction, and considering cultural influences on the dining experience