Proceedings of the 2nd International Joint Conference on Hospitality and Tourism, IJCHT 2022, 6-7 October 2022, Singaraja, Bali, Indonesia

Research Article

Customers’ Satisfaction Towards Online Digital Menu Experience and Intention to Revisit Family-Style Restaurants Post COVID-19 Pandemic

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  • @INPROCEEDINGS{10.4108/eai.6-10-2022.2325703,
        author={Atikahambar  Yusni and Putri Dahlia Ab  Rashid and Marini Md  Isa and Ahmad Fauzan  Badiuzaman and Noor Saliza  Salmi and Mohd Alif  Aziz},
        title={Customers’ Satisfaction Towards Online Digital Menu Experience and Intention to Revisit Family-Style Restaurants Post COVID-19 Pandemic},
        proceedings={Proceedings of the 2nd International Joint Conference on Hospitality and Tourism, IJCHT 2022, 6-7 October 2022, Singaraja, Bali, Indonesia},
        publisher={EAI},
        proceedings_a={IJCHT},
        year={2022},
        month={12},
        keywords={customers’ satisfaction digital online menu revisit intention family style restaurant post covid-19},
        doi={10.4108/eai.6-10-2022.2325703}
    }
    
  • Atikahambar Yusni
    Putri Dahlia Ab Rashid
    Marini Md Isa
    Ahmad Fauzan Badiuzaman
    Noor Saliza Salmi
    Mohd Alif Aziz
    Year: 2022
    Customers’ Satisfaction Towards Online Digital Menu Experience and Intention to Revisit Family-Style Restaurants Post COVID-19 Pandemic
    IJCHT
    EAI
    DOI: 10.4108/eai.6-10-2022.2325703
Atikahambar Yusni1,*, Putri Dahlia Ab Rashid2, Marini Md Isa1, Ahmad Fauzan Badiuzaman2, Noor Saliza Salmi2, Mohd Alif Aziz2
  • 1: Universiti Islam Antarabangsa Sultan Abdul Halim Mu’adzam Shah
  • 2: Universiti Teknologi MARA
*Contact email: atikahambar@unishams.edu.my

Abstract

In 2020, to attract more customers during the pandemic, many traditional restaurant operators began offering innovative experiences by adopting digital technology. To meet a health and safety standards, contactless touch points were applied to customers on and off-premises to minimize or eliminate the number of high-touch moments in the customers’ journey. Most pre-COVID-19 studies focused on the customers’ technology readiness in menu order. Hence, this study will examine customers’ satisfaction with the online digital menu experience and intention to revisit Family Style Restaurants post-COVID-19 pandemic. A quantitative research method will be adopted to test the mediation effect of customers’ satisfaction between their digital menu experience and intention to revisit. This conceptual paper hoped to assist restaurant owners, especially Family Style Restaurant’s operators in offering the best digital technology experience to their growing customers to get repeat orders.