Beyond the Plate: How Service, Taste, Ambience, and Price Shape Dining Loyalty
Dublin Core
Title
Beyond the Plate: How Service, Taste, Ambience, and Price Shape Dining Loyalty
Creator
Ade Asria Radiany, Halek Mu’min, Arya Dwiyatmika Bimantara
Proceedings Item Type Metadata
meta_title
Beyond the Plate: How Service, Taste, Ambience, and Price Shape Dining Loyalty
Abstract/Description
The rapid growth of the food and beverage (F&B) industry in Indonesia, particularly in urban areas such as Surabaya, has intensified competition among restaurants, prompting them to adapt their service strategies to meet evolving customer expectations. This study investigates the impact of service quality, food quality, atmosphere, and price on customer satisfaction and revisit intention in Surabaya's restaurant industry. The research aims to provide insights into key determinants of customer satisfaction and how these factors influence customers' decisions to return. A survey was conducted with 130 respondents who had recently dined at restaurants in Surabaya. Data analysis using SPSS revealed that service quality, food quality, and atmosphere had a significant influence on customer satisfaction, while pricing strategy had a lesser impact. The study concluded that restaurants should focus on enhancing food quality, service standards, and ambience to foster customer satisfaction and encourage repeat visits. This research contributes to both theoretical understanding and practical strategies for improving customer loyalty in the highly competitive F&B sector in Indonesia. Future studies could expand the scope to include other regions and factors influencing customer behaviour in the restaurant industry.
publication_date
2025/06/20
pdf_url
https://insyma.org/proceedings/files/articles/Ade Asria Radiany.pdf
abstract_html_url
https://insyma.org/proceedings/items/show/481
keywords
customer satisfaction, revisit intention, service quality, food quality, atmosphere, pricing strategy, restaurant industry, Indonesia.
firstpage
1056
lastpage
1060
issn
3047-857X
conference
Proceedings of the International Symposium on Management (Volume 21, 2024)
Volume
22
publisher_name
Fakultas Bisnis dan Ekonomika, Universitas Surabaya
no article
169
Files
Citation
Ade Asria Radiany, Halek Mu’min, Arya Dwiyatmika Bimantara, “Beyond the Plate: How Service, Taste, Ambience, and Price Shape Dining Loyalty,” Proceedings of the International Symposium on Management (INSYMA), accessed October 31, 2025, https://insyma.org/proceedings/items/show/481.