The effect of age and gender as moderator towards relationship between customer satisfaction and revisit intention: a study on tea house setting | [Science International • 2020]

Author(s):

1. Zuratulraha J.: Faculty of Social Sciences and Leisure Management, Taylor's University,Subang Jaya, Selangor, Malaysia

2. Hairunnisa M. Ibrahim: Pre-University Studies - Foundation, Taylor's College,Subang Jaya, Selangor,Malaysia

3. Massyittah O.: Faculty of Social Sciences and Leisure Management, Taylor's University,Subang Jaya, Selangor, Malaysia

4. Neowcharurn D.C.: Faculty of Social Sciences and Leisure Management, Taylor's University,Subang Jaya, Selangor, Malaysia

5. Siti Nor Fadillah A.S.: Faculty of Hotel and Tourism Management, Universiti Teknologi MARA, Dungun, Terengganu, Malaysia

Abstract:

Retaining present customers and ensuring repeat trips and purchases is a critical concern for any foodservice operators. Drawing on a recent trend, and taking the case of teahouses, this study aims to explore the teahouse customers’ satisfaction and revisit intention by analyzing age and gender as moderator factors. The author utilizes regression analysis to test the proposed causal relationships. The result analytically confirmed that satisfaction of service, product, social factors, ambiance, and location are the backgrounds of repeat intention of teahouses. Age and gender were found to moderate the effect of customer satisfaction and revisit intention. The findings are beneficial for teahouse operators to take good measures in drawing more repeat customers to their premises.

Page(s): 295-300

DOI: DOI not available

Published: Journal: Science International, Volume: 32, Issue: 3, Year: 2020

Keywords:

Satisfaction , perceived age , customer satisfaction , perceived gender , behavioral intention , tea house , revisits intention , café

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