The Effect of Food Quality, Service Quality, And Tangibles on Hotel Restaurants ‎Customer Behavioural Intentions: The Mediating Role of Customer Satisfaction ‎

Abstract

This study empirically examined the relationships between food quality, service quality, tangibles, customer satisfaction and behavioral intentions in hotel restaurants. Specifically, this study, using Linear regression coefficients analyses, a total of 360 questionnaire forms were distributed to customers, only 352 customers positively shared the questionnaire, only 345 questionnaires were valid and complete. As expected, this study showed that food and service quality have positive and significant effects on customer satisfaction and behavioral intentions. Further, providing the tangibles is particularly critical for creating customer satisfaction in hotel restaurants. finally, the findings indicated that customer satisfaction is indeed a significant mediating predictor of behavioral intention.