Service quality customer satisfaction and behavioral

Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants

Moreover, our findings show that service quality is an important antecedent of customer satisfaction. This does not suggest perceived value is not important for satisfaction. Within this research area, numerous empirical studies have reported the positive relationship between customer satisfaction and behavioral intentions Cronin et al. More and more companies are compelled to assess and improve their service quality in an effort to attract International Journal of Quality and customers Gilbert and Veloutsou, Carman, J. However, service recovery is not considered in the well-known SERVPERF model even though some findings suggest that recovery dominates formation of customer satisfaction and behavioral intentions Spreng et al. Zeithaml, V. The detailed demographic information is provided in Table II. CustomerSat 0. Chin, W. Raykov, T. Lassar, W. Keillor, B.

Fornell, C. Chin, W.

Service quality customer satisfaction and behavioral

Zeithaml, V. Some of the discrepancies that we experience were also consistent with previous criticisms of the SERVPERF scale such as items not loading on their theoretical factors and items that cross-loading Buttle, ; van Dyke et al.

The next step was to administer a pilot test to 30 doctoral students.

Importance of service quality in customer satisfaction a study on fast food restaurants

Practical implications — Service managers are recommended to devise operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, foster positive BI. Victor Prybutok Hong Qin The current issue and full text archive of this journal is available at www. This study contributes to the investigation of the above issues. Theoretical foundation The importance of service quality is substantially addressed in the fast-food management literature. Kim, W. Based on all the feedback, several modifications were made to the items so that they better fit the FFR context. Minor customization in the wording was conducted for the other items in an effort to better fit the FFRs context. H4, modeling perceived value as one of the antecedents of customer satisfaction, is rejected because of the non-significant t-value. Despite the homogeneity of our subjects we still think they are representative of an important FFR market segment and qualified to provide feedback about their perception of FFR performance. Service quality directly and positively influences consumer satisfaction. All the respondents surveyed had dined at a FFR in the last month, and around 60 percent of respondents had dined in a FFR more than five times within about one month. Her research interests include service operations, quality control, product line design, and production technology. Discriminant validity is supported because all the composite reliability scores on diagonal are higher than the off-diagonal correlation coefficients in Table V. Gounaris, S.

Factor analysis was used for each construct and then for the six dimensions of service quality together. If this is true, two or more industries e.

service quality in restaurants pdf

Consistent with this finding providing fresh, tasty, and a variety of food and beverages remains an important criterion for satisfying customers.

Gilbert, G. All these hypotheses lead to the research model posited in this study and shown in Figure 1. Simon, S. The significant relationship between food quality and satisfaction supports the contention that food characteristics are still influential factors when customers make their decisions about the selection of FFRs.

These emphasized indices indicate the acceptability of this structural model.

Service quality in fast food industry

He has authored over 90 journal articles, several book chapters, and more than 70 conference presentations in information systems measurement, quality control, risk assessment, and applied statistics. The significant relationship between food quality and satisfaction supports the contention that food characteristics are still influential factors when customers make their decisions about the selection of FFRs. Anderson, J. Customer satisfaction 5. Jr and Brown, T. Within this research area, numerous empirical studies have reported the positive relationship between customer satisfaction and behavioral intentions Cronin et al. Gilbert, G. Based on all the feedback, several modifications were made to the items so that they better fit the FFR context. Structural equation modeling SEM was employed because it is generally considered more suitable for the mathematical modeling that involves complicated variable relationships. Further results indicate that, although the direct effect of SQ on BI is significant, the indirect effect with SAT playing a mediating role is a stronger driver for BI in the context of the service factory. Keillor, B. Parking 0. Hong Qin is the corresponding author and can be contacted at: Hong. If this is true, two or more industries e. Food quality is viewed related to satisfaction within FFRs Kivela et al.

Segars, A. Table VI shows the actual performance of these FFRs in terms of service quality, food quality, customer satisfaction, etc.

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Service quality, satisfaction, and behavioural intentions