The effects of restaurant service quality on revisit intention in pandemic conditions: an empirical study from Khonkaen, Thailand

ABSTRACT

Due to the pandemic conditions of COVID-19, there is a restriction to dine out at restaurants. All restaurants need to reformat their business models, some restaurants are temporarily closed, and some restaurants offer takeaway and/or delivery services. The purposes of this study were twofold: to determine the relationship between restaurant service quality and revisit intention and to examine the moderating effect of trust on this relationship. This study examined how service quality in restaurants affects revisit intention during pandemic conditions. This study indicated that restaurant service quality influences customer trust. In the same way, customer trust has a positive effect on revisit intention. However, restaurant service quality does not directly affect on revisit intention.

KEYWORDS:

• Service quality
• trust
• revisit intention
• pandemic conditions