Title: International business travellers' experience with luxury hotel restaurants: the impact of foodservice experience and customer satisfaction on dining frequency and expenditure

Authors: Faizan Ali; Sajad Rezaei; Kashif Hussain; Neethiahnanthan Ari Ragavan

Addresses: International Business School, Universiti Teknologi Malaysia, International Campus, Jalan Maktab, 54000 Kuala Lumpur, Wilayah Persekutuan, Kuala Lumpur, Malaysia ' International Business School, Universiti Teknologi Malaysia, International Campus, Jalan Maktab, 54000 Kuala Lumpur, Wilayah Persekutuan, Kuala Lumpur, Malaysia ' School of Hospitality, Tourism and Culinary Arts, Taylor's University, No. 1 Jalan Taylor's, 47500 Subang Jaya, Selangor Darul Ehsan, Malaysia ' School of Hospitality, Tourism and Culinary Arts, Taylor's University, No. 1 Jalan Taylor's, 47500 Subang Jaya, Selangor Darul Ehsan, Malaysia

Abstract: Prior literature has mainly focused on the conceptualisation and examination of tourist behaviour in general. This study attempts to examine international business travellers' experience with luxury hotel restaurants and propose foodservice experience as a key driver of satisfaction, dining frequency and dining expenditure in formation of causal relationships. A total of 278 questionnaires were collected to conduct statistical analysis. Partial least squares (PLS) based structural equation modelling (SEM) technique was performed to assess the proposed relationships. Empirical findings support the positive relationship between foodservice experience, customer satisfaction, their dining frequency and dining expenditure. It was found that customer satisfaction positively influences their dining expenditure while the proposed positive relationship between customer satisfaction and their dining frequency was not supported. Furthermore, the first order constructs on the designated second order construct support customer foodservice experience as second order reflective construct with four dimensions comprising of product component, service component, price component and healthy component. The practical implications and limitation are discussed in detail.

Keywords: international business travellers; food service experience; customer satisfaction; dining frequency; dining expenditure; luxury hotel restaurants; luxury hotels; partial least squares; PLS; structural equation modelling; SEM; hospitality industry.

DOI: 10.1504/IJHEM.2014.066994

International Journal of Hospitality and Event Management, 2014 Vol.1 No.2, pp.164 - 186

Received: 07 Jun 2014
Accepted: 13 Aug 2014

Published online: 19 Jan 2015 *

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