scholarly journals Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry

2016 ◽  
Vol 6 (2) ◽  
pp. 31-40 ◽  
Author(s):  
Jalal Hanaysha
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Physical Environment ◽  
Fast Food ◽  
Restaurant Industry ◽  
Fast Food Restaurant ◽  
Price Fairness

scholarly journals IMPACT OF SERVICE AND FOOD QUALITY ON CUSTOMER SATISFACTION AMONG GENERATION Y FOR THE FAST FOOD RESTAURANT IN MALAYSIA

2014 ◽  
Vol 5 (2) ◽  
pp. 784-793
Author(s):  
INTAN MAIZURA ABD RASHID ◽  
MUHAMMAD FAZLEE SHAM ABDULLAH ◽  
BIBI NORAINI MOHD YUSUF ◽  
MOHD SHAHIDAN SHAARI
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Generation Y ◽  
Fast Food ◽  
Marketing Strategies ◽  
Restaurant Industry ◽  
Comprehensive Model ◽  
Fast Food Restaurant ◽  
Food Standards ◽  
Two Factors

The drive of this study is to contribute to the literature of service and food quality significance in fast food restaurant industryof Malaysia. The study is carrying out from the viewpoint of fast food restaurant industry and the customers' satisfaction among generation Y in Malaysia. Three variables have been examined to demonstrate the significance of service quality and food quality on customer satisfaction. The outcomesratify the importance of greatercorresponding service and food standards in fast food restaurant industry. For food quality factor, allrespondents are agreed with statement. Findings from 1000 respondents of Generation Yshowed that two factors significantlyinfluenced customer satisfaction. Thisresearch would be valuable in the improvement of a more comprehensive model to simplify a better understanding of customers' satisfaction among generation Y on fast food restaurant in Malaysia; these findings would deliver a better comprehension of Malaysian customers' satisfaction andhelp design more effective marketing strategies

Brand Prestige and the Mediating Role of Word of Mouth in the Fast Food Industry

2018 ◽  
Vol 19 (6) ◽  
pp. 1494-1514 ◽  
Author(s):  
Jalal Rajeh Hanaysha ◽  
Richard Jan Pech
Keyword(s):  
Customer Service ◽  
Food Quality ◽  
Physical Environment ◽  
Fast Food ◽  
Word Of Mouth ◽  
Business Environment ◽  
Mediating Effect ◽  
Price Fairness ◽  
Positive Effects ◽  
Brand Prestige

The highly competitive business environment forces firms to differentiate themselves among their competitors in order to ensure their long-term survival and success. Therefore, building a strong brand has become a key priority for many successful firms. This article examines the effect of physical environment, food quality, price fairness and customer service on brand prestige in the restaurant industry. It also aims to provide a significant contribution to existing literature by examining the mediating effect of word of mouth (WOM) between the stated factors and brand prestige. The data in this study were collected using a survey instrument from customers at several international fast-food restaurant brands on the east coast of Malaysia. The collected data were analysed with SPSS using structural equation modelling (SEM). The findings indicated that physical environment, food quality and customer service have significant positive effects on brand prestige, but the effect of price fairness on brand prestige is insignificant. The outcomes also revealed that price fairness, physical environment and customer service have significant positive effects on WOM, whereas customer service is not significantly related to WOM. Finally, the findings reveal that WOM mediates the relationships between all of the stated factors and brand prestige.

Determinants of Customers' Perceived Value in the Fast Food Industry for Global Brands in Malaysia

2019 ◽  
pp. 225-244
Author(s):  
Jalal Rajeh Hanaysha ◽  
Haim Hilman ◽  
Zahari Abu Bakar ◽  
Lee Khai Loon
Keyword(s):  
Customer Service ◽  
Food Quality ◽  
Physical Environment ◽  
Fast Food ◽  
Food Industry ◽  
Positive Impact ◽  
Perceived Value ◽  
Price Fairness ◽  
Fast Food Industry ◽  
Global Brands

The purpose of this research was to investigate the effect of food quality, customer service, physical environment, and price fairness on perceived value in the fast food industry. A survey method was used for the collection of desired information from the visitors of global fast food restaurants in the East Coast region of Malaysia. The returned questionnaires were analyzed by SPSS and structural equation modeling (PLS-SEM). Overall, the findings showed that the impact of food quality on perceived value is positive. The results also showed that the effect of customer service on perceived value is insignificant. The outcomes also proved that physical environment has a significant positive impact on perceived value. Finally, the findings indicated that price fairness has a positive effect on perceived value. These results enhance the understanding towards the significance of the selected factors in influencing customers' perceived value in the fast food industry.

Antecedents involved in developing fast-food restaurant customer loyalty

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gurmeet Singh ◽  
Neale Slack ◽  
Shavneet Sharma ◽  
Karishma Mudaliar ◽  
Suman Narayan ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Brand Image ◽  
Quality Attributes ◽  
Fast Food Restaurant ◽  
Brand Trust ◽  
Price Fairness ◽  
Content Type

PurposeThis study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.Design/methodology/approachA quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty.FindingsThe findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment quality has no significant influence. Additionally, customer satisfaction was found to influence brand trust and customer loyalty, while the brand image does not influence customer satisfaction but does influence brand trust and customer loyalty.Practical implicationsUnderstanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability.Originality/valueThis research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).

scholarly journals The Mediating Effect of Customer Satisfaction on the Relationship Between Service Quality, Relationship Quality, Relationship Quality, Perceived Value, and Perceived Price Towards Repurchase Intention in the Fast Food Industry

2020 ◽  
Vol 17 (2) ◽  
pp. 371
Author(s):  
Fatin Najua Ahmad Fuzir ◽  
Mohd Khirzan Badzli A Rahman
Keyword(s):  
Customer Satisfaction ◽  
University Students ◽  
Relationship Quality ◽  
Food Quality ◽  
Fast Food ◽  
Perceived Value ◽  
Fast Food Restaurant ◽  
Repurchase Intention ◽  
Perceived Price ◽  
The Relationship

Fast food restaurant industry has become a subject to intense competition and rapid growth in Malaysia’s economy. Consequently, repurchase intention become crucial especially in the fast food business, as it relates to company’s profits. Only a few studies in Malaysia were found in the literature, which deal with university students’ perceptions about fast food restaurant services. Therefore, it is necessary to study the needs of the university students and to understand their preferences. This study examined the relationship between service quality, relationship quality, perceived value and perceived price towards repurchase intentions. Besides that the study also examined customer satisfaction as a mediating role in order to fill the gap in the previous studies. A total of 372 responses were obtained from students of three universities in Shah Alam, through questionnaires. Data were analysed with multiple regression by using Statistical Package for Social Science (SPSS) version 2.0. The findings showed that relationship quality is the main predictor of customer satisfaction (β=.369, p<.01) followed by assurance (β=.165, p<.01), perceived price (β=.162, p<.01) and food quality (β=.102, p<.05). The least predictor is perceived value (β= -.027), tangibility (β=0.53) and responsiveness (β=0.83).  The findings also showed that customer satisfaction mediates the relationship between assurance, food quality, relationship quality, perceived price and repurchase intention. The implications of the study are further discussed in this paper.

scholarly journals Restaurant Location and Price Fairness as Key Determinants of Brand Equity: A Study on Fast Food Restaurant Industry

2016 ◽  
Vol 6 (1) ◽  
pp. 310 ◽  
Author(s):  
Jalal Hanaysha
Keyword(s):  
Brand Equity ◽  
Fast Food ◽  
Structural Equation ◽  
Restaurant Industry ◽  
Business Success ◽  
Fast Food Restaurant ◽  
Significant Positive Effect ◽  
Brand Preference ◽  
Price Fairness ◽  
Positive Effect

<p class="ber"><span lang="EN-MY">The main purpose of this study was to examine the direct effects of restaurant location and price fairness on brand equity in Malaysian market. The data were collected from several customers of international fast food restaurants in <span>East Coast </span>Malaysia. Convenience sampling methodology was utilized to obtain the responses from 384 customers during different times of data collection period. The collected data were coded into SPSS and analysed using structural equation modelling through AMOS 18. The findings indicated that restaurant location has significant positive effect on brand equity and its dimensions namely, brand image, brand loyalty, brand preference, and brand leadership. Moreover, it was found that price fairness has significant positive effect on overall brand equity and its dimensions. These results suggest that a restaurant location that is visible and accessible to customers seems to be an important factor in determining business success. Moreover, consumers tend to evaluate a restaurant brand based on price fairness that is matched with the quality of the offering. Therefore, this study urges policy makers in fast food restaurant industry to consider restaurant location and price fairness when designing their branding strategies.</span></p>

scholarly journals What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender

Foods ◽  
2020 ◽  
Vol 9 (4) ◽  
pp. 460 ◽  
Author(s):  
Yongping Zhong ◽  
Hee Cheol Moon
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Physical Environment ◽  
Fast Food ◽  
Food Service ◽  
Environment Quality ◽  
Perceived Price ◽  
Fast Food Restaurants ◽  
Moderating Role

The fast-food service industry has been growing rapidly across China over the last few decades. In accordance with the rising consumption level in the country, Chinese customers care increasingly about their food choices. The purpose of this study is to investigate the factors that can influence customer satisfaction, loyalty, and happiness, with a particular focus on the moderating role of gender. Data were collected through an online survey completed by customers who visited Western fast-food restaurants (KFC, McDonalds, etc.) in China. The structural equation model was applied to test 12 hypotheses. Results showed that perceived price, food, service, and physical environment quality positively affected customer satisfaction. Perceived price can significantly influence customers’ judgement of the quality dimensions of a restaurant. Moreover, customer satisfaction and happiness can lead to a sense of loyalty. Happiness functions as a mediator between satisfaction and loyalty. Nonetheless, our findings indicated that customers’ perceptions of food quality based on price and satisfaction levels based on service quality differ significantly between the genders, which demonstrated that gender moderation exists in food consumption. This study will contribute to a better understanding of managerial and theoretical perspectives, which will be beneficial for subsequent research.

scholarly journals PENGUKURAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI PADA RUMAH MAKAN CEPAT SAJI OLIVE FRIED CHICKEN DI JALAN GLAGAHSARI YOGYAKARTA)

2020 ◽  
Vol 5 (2) ◽  
pp. 133
Author(s):  
Amadea Deviona ◽  
Fitroh Adhilla
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Physical Environment ◽  
Fast Food ◽  
Customer Orientation ◽  
Linear Regression Analysis ◽  
T Test ◽  
Primary Data ◽  
F Test ◽  
Simultaneous Test

This study aims to find out how the influence of quality service to customer satisfaction Olive fried chicken at Glagahsari Yogyakarta. And to find out what variables are influentialsignificant to customer satisfaction both partially and simultaneously. Primary data obtained from the results of the distribution of questionnaires to consumers who consume at Olive fried chicken at Glagahsari Yogyakarta, sample and sampling techniques using the side accidental method and purposive sampling. And selected consumers aged over 17 years. Processing the data of this research is using multivariate statistical methods. with technique multiple linear regression analysis, partial test (t test), and simultaneous test (F test). Partial Test Results (t test) variables of food quality (X2), communication (X4), and benefit relationship (X5) does not affect customer satisfaction (Y). While for physical environment variables (X1), customer orientation (X3), and price (X6) it was concluded that the partial test (t test) had an effect on satisfaction customer (Y) in consuming Olive freid chicken at Glagahsari Yogyakarta. From the calculation results of the simultaneous test (F test), obtained Sig <α = 5% or 0,000 <5%, because Sig <α = 5%. Then it can be concluded that the variable physical environment (X1), food quality (X2), customer orientation (X3), communication (X4), the benefits of the relationship (X5), and price (X6) that simultaneously test (F test) effect on customer satisfaction (Y) Olive fried fast food restaurant chicken at Glagahsari Yogyakarta.

scholarly journals Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in Sri Lanka

2021 ◽  
Vol 11 (5) ◽  
pp. 95-103
Author(s):  
M. A. K. Sriyalatha ◽  
P. J. Kumarasinghe
Keyword(s):  
Customer Satisfaction ◽  
Metropolitan Area ◽  
Food Quality ◽  
Fast Food ◽  
Valuable Insight ◽  
Fast Food Restaurant ◽  
Revisit Intention ◽  
Perceived Price ◽  
Fast Food Restaurants ◽  
Effect Of Food

This study aimed at examining factors that effect of food taste, food quality, service quality, perceived price, responsiveness, restaurant environment on customer satisfaction and revisit intention. Data were collected through a structured questionnaire survey of fast food restaurant customers in a selected metropolitan area from Colombo district and students from University of Sri Jayewardenepura. The data were analyzed using SPSS 21.0 and R Studio 3.5.1 software. The study has found that food quality and perceived price are the important antecedents of restaurant customer satisfaction. Further, the results clearly showed a significant role of customer satisfaction on revisit intention and crucial impact of perceived price on customer satisfaction. In addition, revisit intention towards the fast food restaurant is directly influenced by food tastes. This study collected data from two selected groups; students from University of Sri Jayewardenepura and one metropolitan area, and data has analyzed further based on demographic characteristics further to confirm the results.  Therefore, this study provides valuable insight to restaurant managers on attracting, retaining and satisfying their customers.

scholarly journals Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Soomro Dr. Raheem Bux ◽  
Brohi Noor Ahmed ◽  
Memon Khair Muhammad ◽  
Gilal Rehman Gul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Average Temperature ◽  
Environment Quality ◽  
Customer Perceived Value ◽  
Quality Dimensions

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

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