Title: Impact of servicescape dimensions on customer satisfaction and behavioural intentions: a case of casual dining restaurants

Authors: Sonali Arora; Rahul Gupta; Sangeeta Gupta; Manoj Kumar Mishra

Addresses: Amity Business School, Amity University, Noida, Uttar Pradesh 201301, India ' Amity Business School, Amity University, Noida, Uttar Pradesh 201301, India ' Management Education and Research Institute, Janakpuri, New Delhi, Delhi, 110058, India ' Marwadi University, Rajkot-Morbi Road, Rajkot 360 003 Gujarat, India

Abstract: Physical and social aspects each make up a separate part of servicescape. Together, these make up the servicescape. Although previous research has frequently investigated these aspects separately, the purpose of this study is to simultaneously find out the impact of both aspects within the casual dining restaurants' context. In total, 462 customers in Delhi were polled for this study, and structural equation modelling was used to analyse the data. According to the results, both the social and physical parts of the servicescape have the ability to affect how satisfied customers are, which in turn can affect how they behave in the future.

Keywords: social servicescape; employee servicescape; customers servicescape; physical servicescape; customer satisfaction; behavioural intention; casual dining restaurants.

DOI: 10.1504/IJWI.2024.142028

International Journal of Work Innovation, 2024 Vol.5 No.4, pp.333 - 346

Received: 23 Aug 2023
Accepted: 02 Sep 2023
Published online: 07 Oct 2024 *

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