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