Critical Success Factors for Franchised Restaurants Entering the Kenyan Market

Gikonyo, Lucy; Berndt, Adele; Wadawi, Joseph

doi:10.1177/2158244015614378

Cited by 17 publications

(15 citation statements)

References 22 publications

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“…Price is the amount of money exchanged for a product or service or the sum of values that customers exchange for the benefit of acquiring the product or service [5]. The perceived price is an important characteristic that influences purchase decision as well as reasons for patronizing a restaurant [6]. Perceived price fairness can be defined as consumers' assessment of whether a seller' price can reasonably be justified [7].…”

Section: Perceived Price Fairnessmentioning

confidence: 99%

An Examination of the Relationship between Perceived price Fairness on Customer Satisfaction and Loyalty in Kenyan Star-Rated Restaurants

Githiri

2018

int.jour.sci.res.mana

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Perceived price fairness is an important predictor of relationship quality, trust, satisfaction and loyalty of customers visiting restaurants. Although several studies on customer satisfaction and loyalty have been done, little is still known about customer satisfaction and loyalty regarding perceived price fairness in Kenyan rated restaurants. The main objective of the study was therefore to examine the relationship between perceived price fairness on customers’ satisfaction and loyalty at rated restaurants in Nairobi and Coastal region. A cross sectional survey study was used in recording the information that is present in the population. Simple random sampling method was used in selecting 345 customers used in the study. The target population included all customers visiting the selected restaurants. Structured questionnaires were used in acquiring relevant information from customers. Descriptive statistics and inferential statistics (linear regression analysis) were used in analyzing the objective. The results indicated significant relationship between perceived price with satisfaction and return intention (p< 0.05), leading to the rejection of the hypotheses. Majority of the customers were found to be satisfied with all dimensions of perceived price which implied that satisfaction of perceived price fairness led to return intention of customers in the rated restaurants. The study suggested that the restaurant managers should improve on both perceived value and price. They should also ensure that the set prices are not more than the prices of their competitors of the same standard. Investment on staff training was also suggested.

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Section: Perceived Price Fairnessmentioning

confidence: 99%

An Examination of the Relationship between Perceived price Fairness on Customer Satisfaction and Loyalty in Kenyan Star-Rated Restaurants

Githiri

2018

int.jour.sci.res.mana

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“…As of 2020, there are a total of nine Berlin Burger stores in Ulaanbaatar. Multinational chains, such as Burger King, and local chains, such as Berlin Burger, are growing in Mongolia because of their product development, quality standards, and effective localization [9]. With an increasing number of people eating out, the industry offers a major opportunity to capture a larger consumer base.…”

Section: Introductionmentioning

confidence: 99%

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Chun¹,

Nyam-Ochir²

2020

Sustainability

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The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive information, or become a loyal customer. The fast food industry has only recently developed in Mongolia and an increasing number of global fast food chains are now entering the market every year. The purpose of this paper is to examine and evaluate the factors affecting customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian fast food restaurants, as well as a global fast food restaurant in Mongolia using the DINESERV scale. This study focuses on comparing directly competing food chains; only two brands were studied because of the limited fast food presence in Ulaanbaatar. Then, it aims to analyze how satisfaction levels influence a customer’s revisit intention and likelihood of recommending a restaurant. Furthermore, an in-depth analysis of the difference between local and global fast food brands is a key element that this paper analyzes. Moreover, this paper investigates how results can be different according to whether the respondent resides in Mongolia or Korea and discusses business implications. The results of this paper show that four factors (food quality, service quality, price, and atmosphere of a restaurant) positively influence customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian and global fast food restaurants, and customer satisfaction has a positive influence on customer revisit intention and likelihood of recommendation for both types of restaurants. However, depending on whether it is a Mongolian fast food restaurant or a global fast food restaurant, the factors affecting customer satisfaction, revisit intention, and recommendation are different.

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“…Para que a parceria seja satisfatória, o futuro membro da rede franquiados precisa ter seus anseios satisfeitos (KASSELMANN;BEER;VERMEULEN, 2002 (RUBIN, 1978;MATHEWSON;WINTER, 1985;BOTTI;BRIEC;CLIQUET, 2009;CHIOU;DROGE, 2015;GIKONYO;BERNDT;WADAWI, 2015;WU, 2015).…”

Section: Escolha E Análise De Desempenho Dos Franqueadosunclassified

Fatores E Métricas Que Influenciam No Desempenho De Franqueados: Uma Abordagem Com Base Em Franquias Brasileiras

Aguiar¹,

Consoni²

2017

R. eletr. estrat. neg.

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RESUMOEste artigo buscou mapear decisões de gestores de redes de franquias de forma a compreender qual tem sido a sistemática da escolha dos franqueadores em termos de características, e quais as métricas adotadas para mensurar o desempenho. Por meio de entrevistas com 15 franqueadores brasileiros confirmou-se que a receita é a principal métrica utilizada pelas franquias nacionais para medir desempenho, embora indicadores outros também sejam utilizados de forma complementar. Dois outros fatores foram citados pelos entrevistados como influenciadores da avaliação do desempenho: o subinvestimento alinhado à presença, e o relacionamento, influenciado pelo tempo de rede.Palavras-chave: Franquias brasileiras; Franqueados; Parceiros de negócios; Tomada de decisão; Franchising. ABSTRACTThe article searches to map the manager's decisions in order to understand what has been the franchisor system for choose regarding to characteristics, and what the metrics has been adopted to measure the performance Though 15 interviews with Brazilian franchise there was confirmation that revenue is the main metric used by national franchises to measure performance, although other indicators are also used in a complementary way. In addition, two other factors were cited by the interviewees as relevant during the performance evaluation: the underinvestment aligned to the presence, and the relationship, influenced by the network time. Keywords:Brazilian franchising; Franchisee; Business partners; Decision making; Franchising. RESUMENEste trabajo buscó el mapeo de las decisiones de gestores de redes de franquicias para comprender cuál ha sido la sistemática de elección de los franquiciadores en términos de sus características y cuáles las métricas adoptadas para medir el desempeño. A través de entrevistas con 15 franquiciadores brasileños se confirmó que los ingresos son la principal métrica utilizada por las franquicias nacionales para medir desempeño, aunque otros indicadores también se utilizan de forma complementaria. Dos otros factores fueron citados por los entrevistados como influyentes de la evaluación del desempeño: la subinversión alineada a la presencia, y la relación, influenciada por el tiempo de red.

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Critical Success Factors for Franchised Restaurants Entering the Kenyan Market

Cited by 17 publications

References 22 publications

An Examination of the Relationship between Perceived price Fairness on Customer Satisfaction and Loyalty in Kenyan Star-Rated Restaurants

An Examination of the Relationship between Perceived price Fairness on Customer Satisfaction and Loyalty in Kenyan Star-Rated Restaurants

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Fatores E Métricas Que Influenciam No Desempenho De Franqueados: Uma Abordagem Com Base Em Franquias Brasileiras

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