Determinants of Loyalty through customer satisfaction; evidence from Fast Food Industry of Lahore, Pakistan

2018 ◽  
Vol 9 (12) ◽  
pp. 10-28
Author(s):  
Dr Rizwan Qaisar Danish ◽  
Waqas Shakir ◽  
Shahan Tariq ◽  
Hafiz Fawad Ali
Keyword(s):  
Customer Satisfaction ◽  
Fast Food ◽  
Food Industry ◽  
Fast Food Industry

scholarly journals EFFECTS OF FOOD QUALITY, SERVICE QUALITY, PRICE, ENVIRONMENT, AND LOCATION TOWARDS CUSTOMER LOYALTY OF INDONESIA’S LOCAL FAST FOOD INDUSTRY

2019 ◽  
Vol 14 (3) ◽  
pp. 119
Author(s):  
Indryati Sunaryo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Food Industry ◽  
Quality Attributes ◽  
Mediating Effect ◽  
Fast Food Industry ◽  
Related Quality

This study aims to measure and analyze the effect of several restaurant-related quality attributes toward customer loyalty with a mediating effect from customer satisfaction in the local fast-food industry in Indonesia. The nature of local fast-food industry is different compared to its global counterpart, so a new perspective has to be taken into account. Based on literature review of previous studies, the quality attributes that are selected for this study are food quality, service quality, environment, price, and location. Data in this study were collected from the responses of 461 participants and analyzed using Structural Equation Model (SEM). The SEM result shows that only price and location significantly affect customer loyalty through customer satisfaction. When customer satisfaction is removed and restaurant-related quality attributes is directly tested towards customer loyalty, only price and food quality significantly affect customer loyalty. Both with and without mediating effect from customer satisfaction, price keeps influencing customer loyalty. This result is against the majority of fast-food customer loyalty studies which usually emphasize on food or service quality as the main factor that influences customer loyalty and customer satisfaction.

scholarly journals The Determinants of Customer Satisfaction in Fast Food Industry

2019 ◽  
Vol 2 (2) ◽  
pp. p1
Author(s):  
Cuong Nguyen ◽  
Duy Nguyen ◽  
Toan Do
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Fast Food ◽  
Food Industry ◽  
Primary Objective ◽  
Ho Chi Minh City ◽  
Viet Nam ◽  
Fast Food Industry ◽  
Managerial Implications ◽  
Main Determinants

This primary objective of this study is to identify the determinants of customer satisfaction for KFC in Vietnam. Fast food industry developed rapidly in an emerging economy like Viet Nam. Current competition in Vietnamese fast food has required companies to pay more attention to customer satisfaction. Data is collected from KFC's customers in Ho Chi Minh City, Viet Nam. The research model is adopted from the SERVQUAL model (Parasuraman et al., 1988). The findings show that the main determinants of customer satisfaction of KFC Vietnam are Food Quality, Ambience, Price, Service Quality. Among these determinants, ambiance causes the most impact on customer satisfaction, following up by food quality and price. Managerial implications for KFC and other fast-food companies are discussed to improve customer satisfaction.

Measuring customer satisfaction in the fast food industry: a cross‐national approach

2004 ◽  
Vol 18 (5) ◽  
pp. 371-383 ◽  
Author(s):  
G. Ronald Gilbert ◽  
Cleopatra Veloutsou ◽  
Mark M.H. Goode ◽  
Luiz Moutinho
Keyword(s):  
Customer Satisfaction ◽  
Fast Food ◽  
Food Industry ◽  
Fast Food Industry ◽  
National Approach ◽  
Cross National

scholarly journals CUSTOMER SATISFACTION IN THE FAST FOOD RESTAURANT IN ARAU, PERLIS: A STUDY ON PRICE, FOOD QUALITY AND SERVICE QUALITY

2021 ◽  
pp. 163-183
Author(s):  
Siti Aminah Hasbullah ◽  
Umme Umaimah Amin ◽  
Norhafizi Nordin ◽  
Nurul Asmida Abd Razak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Fast Food ◽  
Food Industry ◽  
Online Questionnaire ◽  
Fast Food Industry ◽  
Future Studies ◽  
Fast Food Restaurants

The high demand from customers for quality services and competitive environment in the fast food industry give rise to the need to improve customers’ satisfaction that will increase the restaurant’s revenue. The objective of this study is to investigate the factors effecting customers’ satisfaction in fast food restaurants namely the price, service quality, and food quality of fast food restaurants in Arau, Perlis. The fast food restaurants selected for this study are Marry Brown, KFC, Pizza Hut and Domino's Pizza. A quantitative method was applied using online questionnaire to collect data from customers. The respondents consisted of customers who had experienced purchasing at these fast food restaurants. The findings of the study revealed that there is a significant relationship between customers’ satisfaction and the price of the foods. However, the study indicated insignificant relationships between food quality, service quality of fast food businesses and customers’ satisfaction. For future studies, it is recommended that the study area is expanded to involve various samples of the population, for broader results. To obtain more precise and reliable results, a similar study considering other factors that influence customer satisfaction in fast food restaurants could be added as variables.

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