Impact of Authenticity Perception on Experiential Value and Customer Satisfaction under Contactless Services

Abstract

The global economy has been profoundly affected by the COVID-19 pandemic. This impact is particularly evident in the restaurant industry, where restaurant traffic has dropped significantly, leading to a decline in revenue. In response to the impact of the pandemic, non-contact services, such as overseas delivery and door-to-door delivery, have been implemented to reduce interpersonal contact and minimize the spread of the virus. Contactless service not only provides consumers with more choices and convenience but is also an important means of livelihood for restaurant service staff during the pandemic. This study takes the Taiwanese chain restaurant Kura Sushi as an example to explore the impact of service contacts on authenticity consumption and experience value in the context of non-contact services. A total of 318 valid responses to a questionnaire were collected and analyzed using IBM SPSS 25.0 and IBM AMOS 25.0 software. This study made the following findings: (1) service staff performance has a significant positive impact on authenticity perception; (2) the physical restaurant environment has a positive impact on consumers’ perceptions of authenticity; (3) active interactions with other customers significantly enhance the sense of reality; (4) experience values significantly promote real consumption; and (5) experience values also significantly affect consumer satisfaction.

Keywords

• contactless services
• service encounter
• authenticity perception
• experiential value
• customer satisfaction