Abstract

Purpose: Most people are worried about contracting COVID-19, which in turn increases anxiety that they may have contracted COVID-19. Therefore, this study examines the effect of restaurant safety consisting of hygiene, store management, and countermeasure on trust, anxiety, satisfaction, and revisit intention. Research design, data and methodology: The data were collected from 537 consumers who had experiences of visiting a restaurant within the last 2 months and analyzed with SPSS 28.0 and SmartPLS 4.0 programs. Result: The hygiene, management, and countermeasure had a significant positive (+) effect on trust. Restaurant hygiene was found to have a significant negative (-) effect on anxiety, but countermeasure had a significant positive (+) effect on anxiety. Meanwhile, management did not appear to have a significant effect on anxiety. Trust was found to have a significant positive (+) effect on satisfaction and revisit intention. Anxiety was found to have a significant negative (-) effect on satisfaction but had no significant effect on revisit intention. Finally, satisfaction was found to have a significant positive (+) effect on revisit intention. Conclusions: As a result of the study, this study explained the safety of restaurants in the COVID-19 pandemic environment through the protective motivation theory.