Impacts of the perceived quality by consumers’ of à la carte restaurants on their attitudes and behavioural intentions

• Published in: Asia Pacific journal of marketing and logistics 2020-01, Vol.32 (2), p.301-321
• Main Authors: Souki, Gustavo Quiroga, Antonialli, Luiz Marcelo, Barbosa, Álvaro Alexandre da Silveira, Oliveira, Alessandro Silva
• Format: Article
• Language: English
• Subjects: Bakeries; Consumers; Customer services; Dictionaries; Fast food; Food quality; Meals; Physiology; Prices; Restaurants; Self-actualization; Structural equation modeling
• ISSN: 1355-5855; 1758-4248
• DOI: 10.1108/APJML-11-2018-0491

Purpose À la carte restaurants have faced increasing challenges in meeting the needs and desires of new food consumers. The purpose of this paper is to propose and test a model for evaluating the consumers’ perceived quality of à la carte restaurants and to review the impact on their attitudes and behavioural intentions. Design/methodology/approach A survey was conducted with 508 university students in Brazil, and the data were analysed using structural equation modelling (SEM). Findings The results showed that global perceived quality (GPQ), which is a multidimensional construct with nine dimensions, directly impacted emotions, the satisfaction and perceived value by consumers. This satisfaction positively affected word-of-mouth (WOM) communication and the propensity for loyalty. Price did not have a statistically significant impact on customer satisfaction. Originality/value This paper, based on the structural model herein proposed and tested, is the most complete of all available articles in the literature about à la carte restaurants, as this study contemplates a greater number of perceived quality factors. In addition, both tangible and intangible perceived quality factors were included in this tested model, which goes beyond what is typically contemplated in other such. Moreover, none of the existing articles in the existing literature simultaneously observed the relationship between perceived quality, positive and negative emotions, price, perceived value, satisfaction, WOM communication and propensity to loyalty. Finally, the questionnaire developed in this study could be used both by academics in future studies and by restaurant managers.