The mediating effects of perceived value and customer satisfaction on customer loyalty in the Chinese restaurant setting

Vincent Heung, Wai Ting Ngai

Research output: Journal article publicationJournal articleAcademic researchpeer-review

15 Citations (Scopus)

Abstract

This study analyzes the mediating effects of perceived value and customer satisfaction between value-related benefits (core, tangible, and intangible benefits) and customer loyalty. Using the Chinese restaurant diners' meal experiences as an illustration, the study proposes an integrated model of value-related benefits, perceived value, customer satisfaction, and customer loyalty. Six hundred and ten Chinese restaurant diners were interviewed. The findings support the model and show that perceived value and customer satisfaction do exert mediating effects in the relationship between value-related benefits and customer loyalty in the Chinese restaurant setting. Discussions on applications of the findings and implications for future studies are provided.
Original languageEnglish
Pages (from-to)85-107
Number of pages23
JournalJournal of Quality Assurance in Hospitality and Tourism
Volume9
Issue number2
DOIs
Publication statusPublished - 1 Dec 2008

Keywords

  • Chinese restaurant
  • Customer loyalty
  • Customer satisfaction
  • Perceived value
  • Value-related benefits

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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