Determinants of fast-food restaurant service quality in the United Arab Emirates

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

doi:10.1080/10686967.2021.1886024

Cited by 9 publications

(14 citation statements)

References 36 publications

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“…McDonald's, Starbucks, KFC, Popeyes, Burger King, Hardee's, Subway, Pizza Hut) in Jordan operate as franchisees of US-based brands. These franchises offer international flavour and homegrown dining options, satisfying the tastes of the diverse population (Ponnaiyan et al, 2021). For example, McDonald's mainly offers and vends hamburgers, chicken sandwiches, many types of chicken, wraps, French fries, salads and vegetarian options, soft drinks, breakfast items desserts (Wikipedia, 2022).…”

Section: Introductionmentioning

confidence: 99%

“…The COVID-19 pandemic resulted in several business shutdowns, operation reductions and major financial and job losses (Ozili and Arun, 2020; Salazar et al. , 2020 cited by Ponnaiyan et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

“…McDonald’s, Starbucks, KFC, Popeyes, Burger King, Hardee’s, Subway, Pizza Hut) in Jordan operate as franchisees of US-based brands. These franchises offer international flavour and homegrown dining options, satisfying the tastes of the diverse population (Ponnaiyan et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

“…Therefore, a main contribution of this study will be to focus on FFRs because they generate over $570 billion in revenue, more than the economic value of several nations (Angelou Economics, 2018). However, like most other industries, the foodservice industry is facing major challenges, for example, the COVID-19 pandemic (International Monetary Fund, 2020; Ozili and Arun, 2020 cited by Ponnaiyan et al, 2021). The COVID-19 pandemic resulted in several business shutdowns, operation reductions and major financial and job losses (Ozili and Arun, 2020;Salazar et al, 2020cited by Ponnaiyan et al, 2021.…”

Section: Introductionmentioning

confidence: 99%

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The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

Dandis

Wallace-Williams²,

Ni³

et al. 2022

TQM

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PurposeThe aim of this study is to examine the role of relational benefits and brand experience measurements on willingness to pay more (WPM), effects of word of mouth (WOM) and repurchase intention (RI) in fast-food restaurants (FFR).Design/methodology/approachEmploying an online questionnaire survey with a sample size of 503 respondents, the quantitative methodology included multiple regression and factor analysis to facilitate the analyses of data.FindingsRelational benefits and their dimensions (confidence, special treatment and social benefits) found to positively impact WPM, WOM and RI. With reference to brand experiences, the current study found that behavioural and intellectual experiences have significant and positive effects on WPM, WOM and RI. Surprisingly, no positive significance was identified between sensory experiences and WPM, WOM and RI.Practical implicationsThe findings show that relational benefits and brand experience dimensions play an essential role in improving brand loyalty.Originality/valueThe current study subscribes to the concept of relationship marketing theory, suggesting that loyalty to FFRs can be enhanced by offering customers relational benefits and augmenting their brand experiences.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

Dandis

Wallace-Williams²,

Ni³

et al. 2022

TQM

View full text Add to dashboard Cite

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“…According to the ministry of culture, Saudi Arabia is recognized as the main importer of coffee around the world. The saturation of cafés in Saudi Arabia and the diversity of their concepts in the last years coincide with the social and economic changes (Ponnaiyan et al, 2021). In this respect, the increase of the cafés branches brought challenges to the whole industry, and there are numerous options available to potential customers in addition to creating a differentiated brand image to increase market share (Shin et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Implementing Quality Management Tools to Improve Customer’s Journey at Café

Alajhar¹,

Almiqbel²,

Alamoudi³

et al. 2022

OJBM

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Delivering high-quality service is critical to the café's performance in order for it to survive and grow competitively. This paper aims to identify the impact of service quality on customer satisfaction in the context of cafés before customers enter the café, during the experience, and after leaving. The paper used a mixed-method approach using a qualitative method by applying two interviews with focus groups, and a quantitative method by conducting three online questionnaires. Further, several quality management tools, namely: Affinity diagram, Interrelationship diagram, Tree diagram, Process decision program chart (PDPC), Matrix diagram, Prioritization matrix, and Quality function deployment (QFD) were implemented to assess the problems that confront the café while serving customers and to figure out solutions to solve these problems. The issues regarding the café's service quality are categorized into seven main categories which are menu, place, communication with customers, B2C customers, B2B customers, suppliers, and employees. The house of quality (HFQ) represents 22 factors of customer needs, the highest percentage refers to hiring a third party whereas the lowest percentage describes the need for providing pre-prepared food. The paper revealed that to improve the customer journey and enhance the café's performance, the café needs to always maintain a high level of quality, listen to employees' concerns, use automation systems, and collect data and plan accordingly.

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

Ababneh

Ponnaiyan

ElMelegy

et al. 2022

Quality Management Journal

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Determinants of fast-food restaurant service quality in the United Arab Emirates

Cited by 9 publications

References 36 publications

The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

Implementing Quality Management Tools to Improve Customer’s Journey at Café

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

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Determinants of fast-food restaurant service quality in the United Arab Emirates

Cited by 9 publications

References 36 publications

The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

Implementing Quality Management Tools to Improve Customer’s Journey at Caf&#233;

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

Contact Info

Product

Resources

About

Implementing Quality Management Tools to Improve Customer’s Journey at Café