A Study of Tourists' Satisfaction and Post-Experience Behavioral Intentions in Relation to Airport Restaurant Services in the Hong Kong SAR

Abstract

The present study aims to explore the relationships among the perceptions, satisfaction and post-purchase behavioral intentions of 630 customers' dining experiences at Hong Kong's airport restaurants. The results indicated that there were positive relationships between tourists' perceptions and overall satisfaction, likelihood of returning and likelihood of making a recommendation. Three perception factors were identified: “Employee attributes,” “Reliability,” and “Physical features.” “Employee attributes” was found to be the most important factor contributing to tourists' overall satisfaction and their return and recommendation intentions. It is suggested that restaurant managers should pay particular attention to the recruitment, selection, and training of employees so as to satisfy their customers.

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