The Mediation Effect of Restaurant Image on the Relationship between Service & Food Quality and Customer Satisfaction

Abstract

The purpose of this study is to examine the mediation effect of restaurant image on the relationship between service qualities, food quality and customer satisfaction in restaurant industry. Questionnaire used to collect data, while Smart PLS 3.0 was used to test the hypotheses. The result of this research revealed positive and significant relationships between food quality, service quality, restaurant image and customer satisfaction. The other hand, there is no mediation effect of restaurant image in relationship among food quality, service quality and customer satisfaction. This research provides data on the level of consumer satisfaction with food quality, the quality of service in Timor-Leste. The Government may use this information in developing training centres to provide training to staff to improve their skills and knowledge about food services.