Determinants of customer satisfaction and behavioral intentions in fast-food restaurants among undergraduate students during the COVID-19 pandemic

Ababneh, Khaldoun I.; Ponnaiyan, Subramaniam; ElMelegy, Ahmed R.; Prybutok, Victor R.

doi:10.1080/10686967.2022.2034491

Cited by 13 publications

(12 citation statements)

References 80 publications

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“…According to this study, satisfied consumers are more likely to make repeat purchases and recommendations for Thai street food, reaffirming the direct relationship between customer happiness and BI (hypothesis H7). This aligns with Ababneh et al (2022), who found a IJSSP 44,13/14 connection between satisfaction with COVID-19 safety measures and BI in the UAE's fastfood industry. Rehman et al (2021) showed that tourist satisfaction with local food in Pakistan influenced BI during the pandemic.…”

Section: Discussionsupporting

confidence: 86%

Consumer trust in Thai street food vendors: implications for the post-pandemic era

Teangsompong,

Yamapewan,

Sawangproh

2024

IJSSP

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PurposeThis study aims to investigate the impact of service quality (SQ), perceived value (PV) and consumer satisfaction on Thai street food, with customer satisfaction (CS) as a mediator for customer loyalty and repurchase intention (RI). It also explores how consumer trust (CT) in Thai street food safety moderates these relationships.Design/methodology/approachStructural equation modelling (SEM) was utilised to analyse the complex interrelationships between various constructs. Multi-group analyses were conducted to investigate the moderating effects of CT on the structural model, considering two distinct groups based on trust levels: low and high.FindingsThe findings revealed that SQ and PV significantly influenced CS and behavioural intention, while the perceived quality of Thai street food had no significant impact on post-COVID-19 consumer satisfaction. The study highlighted the critical role of CT in moderating the relationships between SQ, PV and CS, with distinct effects observed in groups with varying trust levels.Social implicationsThe research emphasises the importance of enhancing SQ and delivering value to customers in the context of Thai street food, which can contribute to increased CS, RI and positive word-of-mouth. Furthermore, the study underscores the critical role of building CT in fostering enduring customer relationships and promoting consumer satisfaction and loyalty.Originality/valueThis research offers valuable insights into consumer behaviour and decision-making processes, particularly within the realm of Thai street food. It underscores the significance of understanding and nurturing CT, especially in the post-COVID-19 landscape, emphasising the need for effective business strategies and consumer engagement.

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Section: Discussionsupporting

confidence: 86%

Consumer trust in Thai street food vendors: implications for the post-pandemic era

Teangsompong,

Yamapewan,

Sawangproh

2024

IJSSP

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“…Based on earlier research (Ardani et al, 2019;Tendur et al, 2021;Ababneh et al, 2022;Uddin and Nasrin, 2023), quality, customer satisfaction, and behavioral intentions are all positively associated. According to some research on convenience stores at gas stations, there is a positive and linear association between a few qualitative traits of a convenience store and consumer behavioral intentions, like the intention to return or promote it to others.…”

Section: Customers' Behavioral Intentionmentioning

confidence: 87%

Customers’ behavioral intensions towards gas stations fast-food outlets in Egypt.

Kamel

Mansour

2023

International Journal of Tourism, Archaeology and Hospitality

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With the Egyptians' changing lifestyle, especially working people and students are seeking easy access and rapid solutions. Gas stations convenience stores are continuing to grow and attract more customers. This study aims to determine how the general behavioral intentions of customers are influenced by characteristics present at fast-food outlets found in gas stations, such as the quality of the food, convenience, perceived service quality, and price.This study presents the results of a questionnaire survey completed by 350 consumers at three of Cairo's best convenience stores: Circle K, One the Run, and Bonjour. A convenience sample was used in this study in order to achieve the aim of the research. This questionnaire consisted of five main sections, 21 items based on a seven-point Likert -scale (from strongly disagree to strongly agree) was used to measure customers' opinions regarding food quality, service quality, convenience, perceived value, and behavioral intention. All four of the hypotheses were supported, and four of them were confirmed. The findings show that behavioral intention has a positive correlation between food quality, convenience, perceived price and service qualityThe findings of this study can be used by the owners and managers of fast-food outlets located inside gas stations to assess how satisfied customers are with the quality attributes and whether they plan to return or refer others. They can eventually sustain and grow their enterprises if their consumer bases are happy.

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“…Menentukan kepuasan pelanggan dapat didasari bagaimana konsumen bisa menilai sesuai dengan ekspetasi (Koay et al, 2022). Kepuasan pembelian bisa diartikan sebagai persepsi konsumen ketika membeli mereka akan puas telah membeli dan menggunakan maupun mengkonsumsi produk tersebut (Ababneh et al, 2022). Kepuasan berkiblat pada penilaian dan eksplorisasi pengalaman konsumsi secara keseluruhan yang ditentukan suatu penilaian kognitif kualitas produk yang diberikan kepada pelanggan dengan persepsi ini penting untuk keberhasilan bisnis jangka panjang (Juliana et al, 2021).…”

Section: Kepuasan Konsumenunclassified

Meningkatkan Kepuasan Konsumen melalui Consumer Taste Perception terhadap Keputusan Pembelian Ulang pada UMKM Kuliner di Kota Bandung

Hadiantini,

Sarifiyono,

Maharani

2023

JMP

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<em>The recovery of culinary MSMEs (Micro, Small, and Medium Enterprises) due to the pandemic is still in the process of moving towards stability. Many MSMEs in Bandung, especially in the culinary sector, have experienced a decline in their business turnover. This research aims to analyze efforts to increase purchase satisfaction in the culinary sector in the city of Bandung based on consumer taste perceptions of purchase satisfaction which have an impact on repeat purchase decisions. The results of this research prove that consumer taste perception has a significant effect on purchase satisfaction. Apart from that, consumer taste perception has quite an influence on repurchase decisions, while purchase satisfaction has a significant influence on repurchase decisions. Consumer taste perception was found to have an indirect influence on purchasing decisions through purchase satisfaction. Overall, the results of this research indicate that consumer taste perception is able to influence repurchase decisions, both directly and indirectly through purchase satisfaction.</em>

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Determinants of customer satisfaction and behavioral intentions in fast-food restaurants among undergraduate students during the COVID-19 pandemic

Cited by 13 publications

References 80 publications

Consumer trust in Thai street food vendors: implications for the post-pandemic era

Consumer trust in Thai street food vendors: implications for the post-pandemic era

Customers’ behavioral intensions towards gas stations fast-food outlets in Egypt.

Meningkatkan Kepuasan Konsumen melalui Consumer Taste Perception terhadap Keputusan Pembelian Ulang pada UMKM Kuliner di Kota Bandung

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