Predictors and outcome of customer satisfaction: moderating effect of social trust

Abstract

The purpose of this paper is to present an integrative model of predictors and outcome of customer satisfaction in the fast food industry and also examined its effects. Moreover, we also examined the contingent effect of social trust on the relationship between customer satisfaction and brand loyalty. Both offline survey and online survey were conducted with four hundred Pakistani fast food customers; valid data were assessed and analyzed through structural equation modeling and moderation step-by-step approach. Results demonstrate that restaurant stimuli such as food quality, service quality, restaurant atmosphere, restaurant location, price and a variety of food have strong significant effects on customer satisfaction, and customer satisfaction engendered brand loyalty. Social trust has a positive significant impact on the relationship between customer satisfaction and brand loyalty. Customers with high social trust have a positive strong bonding with restaurants than those who held low social trust. This study has practical implications for both restaurateurs and government. Restaurateurs should keep a close eye on the changing needs of the customer, ensure the safety standards of foods, disclose the menu information, and permit to often visit the kitchen; in this way it strengthens consumer specific trust and general trust on society. Moreover, the government can take an initiative to set proper policy and maintain the food safety standards by regulation.

Determinants of patients' satisfaction and trust toward healthcare service environment in general practice clinics

“…Clean waiting areas and wards can influence the satisfaction of patients and their confidence in healthcare service. Javed et al (2021) identified cleanliness to influence patients' satisfaction in the emergency department setting. Based on these indicators, we propose that: H4a: Cleanliness positively influences patients' satisfaction with healthcare service delivery in GP clinics.…”

Tourist Environmentally Responsible Behavior and Satisfaction; Study on the World’s Longest Natural Sea Beach, Cox’s Bazar, Bangladesh

“…According to Dick and Basu [32], attitude loyalty (described as commitment, trust and satisfaction) can lead to repeated patronage intentions and thus loyal behavior. Studies [3,27,[33][34][35][36][37][38][39] have shown that relationship quality helps predict customer behaviors and plays an essential role in consumer decision making and postpurchase processes. Based on the relationship quality theory, we expanded the theory by adding variables such as value perception, tourist satisfaction, environmental commitment and environmental responsibility behavior variables to measure the pro-environmental behavior and quality perception of tourists visiting the world's largest sea beach destination.…”

Drivers of digital corporate social responsibility during unprecedented crises: an institutional perspective

“…Studies have recommended studying the role of top management in organizational practices as the main internal agent that mobilizes the required capabilities, resources, and support for innovations grounded on managers' perceptions (Hayton, 2005;Rao and Tilt, 2016;Al-Omoush, 2020). Furthermore, recent studies emphasize an association between CSR and social trust (Chen and Wan, 2020;Javed et al, 2021). The social trust notion describes principles, beliefs, norms, and values shared within a society as criteria used to evaluate and guide the behavior of society members and their collaborative efforts to successfully achieve social outcomes (Chen and Wan, 2020).…”