Let's have lunch! A study on the relation between hospitality, service quality and experience marketing and guest satisfaction in restaurants
Revista Brasileira de Pesquisa em Turismo, 2018•SciELO Brasil
Justification of the topic: The city of São Paulo is the region of the country with the highest
concentration of restaurants and bars, employing around 780,000 people, and in 2015
revenue amounted to over BRL 30billion.Fromtheperspectiveofhospitality,servicequalityandtheexperiencewhileconsu…
,toloyalty.Therefore,thisstudyisinitiallyjustifiedaccordingtothesea….Purpose:Theobjectiveofthisstudywastoanalyzetheeff…
,servicequality,andexperiencemarketingontheperceptionof….Methodology/Design:Thisstudyischaracterizedasquantitativedesc…
-pointLikertscale.Forthedatacollection,weusedtheformstoolontheGoogleDocsplatf …
concentration of restaurants and bars, employing around 780,000 people, and in 2015
revenue amounted to over BRL 30billion.Fromtheperspectiveofhospitality,servicequalityandtheexperiencewhileconsu…
,toloyalty.Therefore,thisstudyisinitiallyjustifiedaccordingtothesea….Purpose:Theobjectiveofthisstudywastoanalyzetheeff…
,servicequality,andexperiencemarketingontheperceptionof….Methodology/Design:Thisstudyischaracterizedasquantitativedesc…
-pointLikertscale.Forthedatacollection,weusedtheformstoolontheGoogleDocsplatf …
Justification of the topic: The city of São Paulo is the region of the country with the highest concentration of restaurants and bars, employing around 780,000 people, and in 2015 revenue amounted to over BRL 30billion.Fromtheperspectiveofhospitality,servicequalityandtheexperiencewhileconsumingtheproductareintimatelyrelatedtosatisfactionandconsequently,toloyalty.Therefore,thisstudyisinitiallyjustifiedaccordingtotheseaspects.
Purpose
Theobjectiveofthisstudywastoanalyzetheeffectofhospitality,servicequality,andexperiencemarketingontheperceptionofsatisfactionamonglunchtimerestaurantguestsonweekdaysinthecityofSãoPauloandtheirloyalty.
Methodology/Design
Thisstudyischaracterizedasquantitativedescriptiveandusedaquestionnairewithaseven-pointLikertscale.Forthedatacollection,weusedtheformstoolontheGoogleDocsplatformandthedatacollectionperiodwasinMarchandApril,2017.Weusednon-probabilitysamplingcomposedof269participantsandthemultivariatedataanalysistechniqueofStructuralEquationModeling(SEM).
Findings
Weobservedthatthesamplewaspredominantlyfemale,over30yearsofage,whospentbetweenBRL 30.00 and BRL 50.00perdayandwithhighereducation.Wewouldliketopointoutthatdespitethepositiveempiricalresultsofthestudy,theyshouldnotbegeneralized,sincethissamplecharacterizesaspecificgroupinthecityofSãoPaulo.
Originality
ThisstudyprovidesnewinsightsfortheliteratureonconsumerbehaviorspecificallyintheareasofhospitalityandexperiencemarketinginanimportantsectorintermsofrevenueandnumberofemployeesinthegreaterBrazilianmetropolitanarea.
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