The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

Ali, Danish; Alam, Muhammad Waqar; Bilal, Hazrat

doi:10.26710/jafee.v7i1.1587

Cited by 8 publications

(7 citation statements)

References 49 publications

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“…The insignificant outcome of PRD-BRL is contrary to prior findings [47] that price is one of the factors that can affect a person for the purchase decision and that price significantly influences the purchase decisions and, on the other hand, agreed with the significant effect of PRD-CSAT having a significant effect on the price of delivery and customer satisfaction and brand loyalty. Further, a significant effect exists between INQ-BRL and the effect of INQ-CSAT, which confirms the study conducted by Fauziyah et al [84].…”

Section: Discussioncontrasting

confidence: 40%

“…A person's general attitude towards a product after acquiring it is referred to as their "satisfied or dissatisfied consumer" behavior. Based on their prior psychological, behavioral, and mental situations, each client anticipates superior products or service prospects, such as specifications, benefits, or details, to provide unique values [47,48].…”

Section: Customer Satisfaction (Csat)mentioning

confidence: 99%

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The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Zaato

Zainol

Khan

et al. 2023

Behavioral Sciences

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Lately, smartphones have had a significant impact on how individuals act, mainly when they shop. In Malaysia, Shopee is the online shopping website that has garnered the most traffic from e-commerce sites. Shopee Express recognizes the importance of customer happiness and brand loyalty in measuring consumer purchasing behavior for long-term performance. Some prior studies have had mixed results on the factors that influence online shopping apps’ brand loyalty with the interactive effect of other variables. To contribute to resolving these varied views, this study proposes that customer satisfaction mediates the antecedent factors that influence students’ loyalty to the Shopee app. As a cross-sectional online survey, we obtained data from 298 university students using the Shopee application. Partial least squares structural equation modeling (PLS-SEM) was used to analyze data, whereby the results confirmed a significant effect of the accuracy of delivery on brand loyalty and customer satisfaction, the price of delivery and customer satisfaction, and information quality on brand loyalty and customer satisfaction. Furthermore, easy payment also significantly affected brand loyalty and customer satisfaction, and customer satisfaction mediates delivery accuracy and brand loyalty, the price of delivery, information quality, and the brand loyalty link of students to the Shopee application. This study’s novelty is uncovering the intervening role of customer satisfaction in the antecedent factors of brand loyalty of the Shopee app. This study further contributes by providing helpful information to the stream of online logistic firms like Shopee to meet client needs and by providing valuable insights for scholars.

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Section: Discussioncontrasting

confidence: 40%

Section: Customer Satisfaction (Csat)mentioning

confidence: 99%

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Zaato

Zainol

Khan

et al. 2023

Behavioral Sciences

View full text Add to dashboard Cite

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“…The atmosphere in the restaurant environment must create a positive atmosphere that plays an important role in maintaining customer satisfaction, as well as maintaining the quality and reputation of the restaurant business. A well-created atmosphere will give a positive impression or impression to customers which can increase customer loyalty to the business (Ali et al, 2021). A comfortable environment and friendly service can provide a sense of comfort to customers so they can enjoy in peace without unnecessary distractions.…”

Section: Atmospherementioning

confidence: 99%

Investigating the Strategies Employed by Fast-Food Restaurant to Establish Sustainable Customer Relationships

Teoh,

Lee,

Volha

et al. 2024

IJTHAP

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McDonald’s Corporation, established in 1940, is an American multinational fastfood chain. Over the years, McDonald’s has successfully expanded their business operation worldwide. The customer plays a vital role in the success of a business. The strategies and abilities to retain a customer will determine the survival of a business. Hence, this study aims to investigate the strategies employed by McDonald's to foster long-term customer relationships by examining various factors, including food quality, service quality, atmosphere, price, brand, and customer relationships. To explore, primary and secondary data collection was conducted through several sources, and a digital questionnaire was produced to collect data and information from 150 respondents. The results found that only atmosphere and brand had a significant positive impact on customer relationships. The study found that atmosphere has the strongest influence, followed by brand. This suggests that while food quality, service quality, and price are important, creating a pleasant atmosphere and fostering a strong brand are even more critical for McDonald's to build lasting customer relationships.

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“…Ali et al (4) examined the influence of a number of factors that influence customer satisfaction in the fast food industry in Pakistan. As many as 500 questionnaires were distributed all over Pakistan, and the data was analyzed using multiple regression analysis.…”

Section: Literature Reviewmentioning

confidence: 99%

Service quality models: A review with respect to fast food restaurants

Udayalakshmi¹,

Sridevi²

2023

BIJSSHR

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Service quality is a measure that indicates to what extent an organization delivers or provides service to its customers against the customers’ expectations. Service quality has been studied by many researchers, who have developed varied models to assess the service quality of a firm or business. This paper, being a conceptual paper, aims to review a few well-known service quality models and also give a gist of a few service quality models specifically developed for fast food restaurants. It also throws light on the disruptive technologies existing in the fast food restaurant industry. In the study, it was found that no single model can assess the service quality of all businesses in all circumstances. Models have to be modified or new models have to be developed based on the hour and environment. Technologies like artificial intelligence, big data, robotics, automation, etc., help enhance the service quality of a fast food restaurant

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The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

Cited by 8 publications

References 49 publications

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Investigating the Strategies Employed by Fast-Food Restaurant to Establish Sustainable Customer Relationships

Service quality models: A review with respect to fast food restaurants

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