Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining

The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upsca...

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Main Author:	Roney Roger Sining
Format:	Thesis
Language:	English
Published:	2010
Online Access:	https://ir.uitm.edu.my/id/eprint/17724/2/TM_RONEY%20ROGER%20SINING%20HM%2010_5.pdf
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id	my-uitm-ir.17724
record_format	uketd_dc
spelling	my-uitm-ir.177242019-02-27T06:44:00Z Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining 2010 Roney Roger Sining The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upscale restaurant setting. This study explored the domain of the physical environment in an upscale restaurant context to develop a servicescape scale. Relevant literature was reviewed on architecture, environmental psychology, psychology, operations management, and marketing, highlighting empirical and theoretical contributions. Conceptualization and operationalization of the servicescape dimensions is presented, and the procedures used in constructing and refining scale to assess servicescape in an upscale restaurant of five star hotel. Servicescape consists of the facility aesthetics, perceived quality, cleanliness and layout accessibility. Evidence of the scale’s reliability has been shown on the next chapter. The study attempted to build a conceptual model of how the servicescape influenced customers’ satisfaction. Pearson correlation was used to test the relationships among the hypothesized relationships. Results revealed that servicescape affected the level of satisfaction of customers. Finally, implications for restaurateurs and researchers were discussed. 2010 Thesis https://ir.uitm.edu.my/id/eprint/17724/ https://ir.uitm.edu.my/id/eprint/17724/2/TM_RONEY%20ROGER%20SINING%20HM%2010_5.pdf text en public mphil masters Universiti Teknologi MARA Faculty of Hotel and Tourism Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
description	The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upscale restaurant setting. This study explored the domain of the physical environment in an upscale restaurant context to develop a servicescape scale. Relevant literature was reviewed on architecture, environmental psychology, psychology, operations management, and marketing, highlighting empirical and theoretical contributions. Conceptualization and operationalization of the servicescape dimensions is presented, and the procedures used in constructing and refining scale to assess servicescape in an upscale restaurant of five star hotel. Servicescape consists of the facility aesthetics, perceived quality, cleanliness and layout accessibility. Evidence of the scale’s reliability has been shown on the next chapter. The study attempted to build a conceptual model of how the servicescape influenced customers’ satisfaction. Pearson correlation was used to test the relationships among the hypothesized relationships. Results revealed that servicescape affected the level of satisfaction of customers. Finally, implications for restaurateurs and researchers were discussed.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Roney Roger Sining
spellingShingle	Roney Roger Sining Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
author_facet	Roney Roger Sining
author_sort	Roney Roger Sining
title	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_short	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_full	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_fullStr	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_full_unstemmed	Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining
title_sort	relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / roney roger sining
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Hotel and Tourism Management
publishDate	2010
url	https://ir.uitm.edu.my/id/eprint/17724/2/TM_RONEY%20ROGER%20SINING%20HM%2010_5.pdf
_version_	1783733589153677312

Relationship of servicescape and customer satisfaction in upscale restaurant of five star hotel / Roney Roger Sining

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