Determinants of Customer-Perceived Service Quality in Fast-Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions

Qin, Hon G; Prybutok, Victor R.

doi:10.1080/10686967.2008.11918065

Cited by 123 publications

(107 citation statements)

References 54 publications

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“…Hence, the importance of knowing the connection amongst service quality and customer satisfaction with the relationship of behavioral intentions of the customers [9]. Moreover, the impact of customer satisfaction in building the brand image of the fast food restaurant has also become critical to understand.…”

Section: Literature Reviewmentioning

confidence: 99%

How Determinants of Customer Satisfaction are Affecting the Brand Image and Behavioral Intention in Fast Food Industry of Pakistan?

Rana¹,

Lodhi²,

Butt³

et al. 2017

J Tourism Hospit

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Section: Literature Reviewmentioning

confidence: 99%

How Determinants of Customer Satisfaction are Affecting the Brand Image and Behavioral Intention in Fast Food Industry of Pakistan?

Rana¹,

Lodhi²,

Butt³

et al. 2017

J Tourism Hospit

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“…These factors influenced the customers satisfaction more than their behavioural intentions, in line with many other restaurant service research (e.g. Qin and Prybutok, 2008;Voon, 2012). …”

Section: Findings and Discussionmentioning

confidence: 55%

“…The customer characteristics are shown in Table 1. The multi-item measures for human service, price and food quality were adapted from the scales of Qin and Prybutok (2008). During exploratory factor analysis using pilot testing data, one of the dimensions for human service (namely responsiveness) was excluded due to significant cross-loading with the other service dimensions.…”

Section: Methodsmentioning

confidence: 99%

Human Service Matters: A Cross-National Study in Restaurant Industry

Voon¹,

Jager²,

Chitra³

et al. 2013

AJBR

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The restaurant industry is becoming more important in generating income for many nations and hence the factors affecting the restaurant service performance need to be well managed. Therefore, this paper aims to explore and validate the importance of servicescape, human service, food quality and price from the customers' perspective. The restaurant customers in Malaysia, South Africa and India participated in the study. Duly completed structured questionnaires were collected. The study reveals that key determinants on satisfaction and loyalty were mainly human service and food quality.

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“…The hospitality service researchers such as Qin and Prybutok (2008) [9] suggested that customers were influenced by the physical environment, reliability of the service and attitude of the employees such as showing empathy to customer needs, being responsive, courteous, knowledgeable and trustworthy.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Emotions are inevitably contagious in social situations [15] and social science researchers tend to agree that the favourable service experience can effectively satisfy the customers and make them more loyal to the services (e.g. [12], [9], [5], [14]). …”

Section: Tourist Experience For Sustainable Homestaysmentioning

confidence: 99%

Socio-Environmental Dimensions of Tourist Service Experience in Homestays

Voon¹

2017

GEOMATE

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Homestay tourism can be a lucrative service sector and the Culture, adventure and nature (CAN) have been recognized as the critical components of eco-tourism products for tourism-friendly nations like Malaysia. Many tourists have enjoyed the social and environmental aspects of the various tourist destinations and there are also tourists who are not very happy with certain aspects of their experiences. This research investigated the tourists' experiences with the homestay programmes using qualitative and quantitative techniques, namely the focus groups and questionnaire survey to discover their experiences and thereafter developed a multi-item measurement. Responses of 330 sampled respondents were analyzed. A total of nine dimensions were found and the measurement fit indices of these socio-environmental measurement was satisfactory. The socio-environmental issues included culture, guiding, accommodation, services, food and beverages, journey, natural environment, access and cleanliness. The homestay service environment indeed must be holistic and sustainable to create the memorable and delightful tourist experience which can generate more income and other benefits for the stakeholders. Implications and future research were also discussed for continuous improvement of the environment-driven performance measurement and management process.

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Determinants of Customer-Perceived Service Quality in Fast-Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions

Cited by 123 publications

References 54 publications

How Determinants of Customer Satisfaction are Affecting the Brand Image and Behavioral Intention in Fast Food Industry of Pakistan?

How Determinants of Customer Satisfaction are Affecting the Brand Image and Behavioral Intention in Fast Food Industry of Pakistan?

Human Service Matters: A Cross-National Study in Restaurant Industry

Socio-Environmental Dimensions of Tourist Service Experience in Homestays

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