IJIMT 2014 Vol.5(1): 25-29 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2014.V5.480

Measuring the Mediating Role of Dining Experience Attributes on Customer Satisfaction and Its Impact on Behavioral Intentions of Casual Dining Restaurant in Jakarta

Ivyanno U. Canny
Abstract— The purpose of this study was to investigate the role of dining experience attributes on customer satisfaction on behavioral intentions in casual dining restaurant in Jakarta. Based on a sample of 213 customers, which analyze with multiple regression approach, this study revealed that: (1) dining experience attributes (food quality, service quality and physical environment) positively influences on customer satisfaction, (2) service quality was found as the most important factor in dining experience attributes that affecting customer satisfaction, and (3) customer satisfaction positively influences on behavioral intentions.

Index Terms— Dining experience, customer satisfaction, behavioral intentions, casual dining restaurant.

Ivyanno U. Canny is with the School of Business Administration, Faculty of Business Administration and Humanities, Swiss German University, BSD City, Tangerang, Indonesia 15339 (tel.: +62217353781; fax: +622173882616; e-mail: ivyanno.canny@gmail.com).

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Cite: Ivyanno U. Canny, " Measuring the Mediating Role of Dining Experience Attributes on Customer Satisfaction and Its Impact on Behavioral Intentions of Casual Dining Restaurant in Jakarta," International Journal of Innovation, Management and Technology vol. 5, no. 1, pp. 25-29, 2014.

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