Analyzing Customer Behavior in Luxury Hotel Restaurants

This research paper, published in the International Journal of Hospitality Management, investigates the factors influencing customer satisfaction and intentions within luxury hotel restaurants. The study explores the impact of overall image, image congruence, and the quality of physical environment, service, and food on guests' satisfaction and their intentions to revisit the restaurant and visit other restaurants within the same hotel. The research considers conspicuousness as a moderator. The findings indicate that quality dimensions and satisfaction play a mediating role, with satisfaction and overall image having a greater impact on decision formation. Furthermore, the research highlights the significant moderating effect of conspicuousness. The study employs a quantitative approach to examine the complex interrelations among these research variables, providing valuable insights into customer behavior and repurchase decisions in the luxury hotel restaurant sector.