The mediating role of emotional well-being in the effect of physical environment quality, food quality, and service quality on revisit ıntention in restaurant businesses

The aim of this study is to reveal the mediating role of emotional well-being on the impact of physical environment quality, food quality, and service quality on revisit intention within the context of stimulus-organism-response theory in a sample of restaurant customers in Batman province. This study presents a mediating model to help us understand the underlying mechanism of service quality on customers' revisit intentions. Data for the study were collected from restaurant customers residing in Batman between June 15 and August 15, 2025, using a convenience sampling method and face-to-face surveys. The survey form was administered to restaurant customers by the researcher, and 442 valid surveys were evaluated. SPPS and AMOS programs were used in various statistical analyses of the data obtained within the scope of the research. According to the research results, it was determined that perceived food quality in restaurant establishments has a significant and positive effect on customers' revisit intention, while the effects of physical environment quality and service quality on revisit intention were not found to be statistically significant. When examining the hypotheses regarding emotional well-being, it was found that physical environment quality, service quality, and food quality had significant and positive effects on customers' emotional well-being. Finally, it was determined that customers' emotional well-being had a significant and positive effect on their intention to revisit. However, the R² value of 0.397 for the intention to revisit variable reveals that the independent variables and emotional well-being in the model explained 39.7% of the variance in this variable. This result shows that the model has a moderate explanatory power in terms of intention to revisit. According to the results of the analyses conducted to examine the mediating role of customers’ emotional well-being, emotional well-being was found to fully mediate the relationships between physical environment quality and service quality and revisit intention, while it partially mediated the relationship between food quality and revisit intention.