scholarly journals Companies’ Perspectives on Factors Affecting Consumer Satisfaction in Fast-Food Restaurant using Fuzzy AHP

2021 ◽  
Vol 6 (3) ◽  
pp. 42-52
Author(s):  
Suzanawati Abu Hassan ◽  
Nur Aqilah Hassan ◽  
Teoh Yeong Kin ◽  
Norpah Mahat ◽  
Anas Fathul Ariffin
Keyword(s):  
Customer Satisfaction ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Fuzzy Ahp ◽  
Primary Data ◽  
Fast Food Restaurant ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Wide Range ◽  
Fast Food Restaurants

In today's world, the fast-food restaurant has become a popular sort of eatery. The fast-food industry's expansion is always changing in response to customer requests in order to meet their needs. As a result, clients have a wide range of fast-food restaurants to choose from in order to satiate their hunger. Clients' contentment with restaurants will influence not just the image of the establishments, but also the services offered by their employees as they strive to entertain and deliver the best possible service to their paying customers. However, the competition between the restaurants have caused certain restaurants to gain lower profits as the customers’ satisfaction is not fulfilled for certain factors. Price, food quality, service quality, restaurant atmosphere, promotion, customer expectations, and brand are all elements to consider. This study was conducted to analyse the importance of factors in customer satisfaction in a fast-food restaurant in Perlis. In this study, the method applied is the Fuzzy Analytical Hierarchy Process (AHP) to rank the factors that have a high impact on customer satisfaction. The selected fast-food restaurants were McDonald (McD), Kentucky Fried Chicken (KFC), Pizza Hut, Domino’s Pizza, Marrybrown, and Subway. The primary data collected through the questionnaire were analysed by experts, the manager of the fast-food restaurant selected. The findings show that in a fast-food restaurant, the quality of service with 0.2188 of normalized weight is the most important factor in customer satisfaction, and the price with 0.0436 of normalized weight is the least significant. The role of the manager and the staffs were thus evidently more important in customer satisfaction than the price offered.

scholarly journals The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

2020 ◽  
Vol 12 (18) ◽  
pp. 7435
Author(s):  
Se-Hak Chun ◽  
Ariunzaya Nyam-Ochir
Keyword(s):  
Customer Satisfaction ◽  
Fast Food ◽  
Positive Influence ◽  
Food Chains ◽  
Fast Food Restaurant ◽  
Factors Affecting ◽  
Revisit Intention ◽  
Loyal Customer ◽  
Depth Analysis ◽  
Fast Food Restaurants

The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive information, or become a loyal customer. The fast food industry has only recently developed in Mongolia and an increasing number of global fast food chains are now entering the market every year. The purpose of this paper is to examine and evaluate the factors affecting customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian fast food restaurants, as well as a global fast food restaurant in Mongolia using the DINESERV scale. This study focuses on comparing directly competing food chains; only two brands were studied because of the limited fast food presence in Ulaanbaatar. Then, it aims to analyze how satisfaction levels influence a customer’s revisit intention and likelihood of recommending a restaurant. Furthermore, an in-depth analysis of the difference between local and global fast food brands is a key element that this paper analyzes. Moreover, this paper investigates how results can be different according to whether the respondent resides in Mongolia or Korea and discusses business implications. The results of this paper show that four factors (food quality, service quality, price, and atmosphere of a restaurant) positively influence customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian and global fast food restaurants, and customer satisfaction has a positive influence on customer revisit intention and likelihood of recommendation for both types of restaurants. However, depending on whether it is a Mongolian fast food restaurant or a global fast food restaurant, the factors affecting customer satisfaction, revisit intention, and recommendation are different.

scholarly journals The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers

2001 ◽  
Vol 4 (1) ◽  
pp. 99-117
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Shopping Experience ◽  
Fast Food Restaurants ◽  
The Individual ◽  
Retail Shopping ◽  
The Impact ◽  
The Relationship

Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.

scholarly journals Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan

2013 ◽  
Vol 6 (21) ◽  
pp. 56-65 ◽  
Author(s):  
Shahzad Khan ◽  
Syed Majid Hussain ◽  
Fahad Yaqoob
Keyword(s):  
Service Quality ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Food Industry ◽  
Success Factors ◽  
Key Factors ◽  
Fast Food Industry ◽  
Customer Expectations ◽  
Fast Food Restaurants ◽  
Number Of Customers

Abstract This research is focused to find what are the key success factors for fast food industry in region of Peshawar Pakistan. Fast food concepts developed very rapidly in last few years in Peshawar region. The failure or success of a fast food industry based on some factors like Promotion, Service quality, Customer expectations, Brand, Physical Environment, Price, and Taste of the product. To find which of these factors has greater influence on consumer satisfaction, four fast food restaurants customers were targeted randomly. These four restaurants were KFC, CHIEF, ARBAIN CHICK, and PIZZA HUT. The data collected from the customers of these restaurants. The data collected from customers of these restaurants when the customers were in restaurants for refreshment. Total number of customers who were targeted was 120. From each restaurant 30 customers were targeted on availability basis. On the basis of their responses multiple regression and correlation test was applied. Findings of the study shows that service quality and brand are the key factors for satisfaction in fast food industry in Peshawar Pakistan.

scholarly journals Service quality and its relationship with customer satisfaction

2013 ◽  
Vol 1 (4) ◽  
pp. 526-531
Author(s):  
Wong Eng How ◽  
Shahryar Sorooshian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Level Of Service ◽  
Fast Food Restaurant ◽  
Five Dimensions ◽  
Positive Correlation ◽  
Fast Food Restaurants ◽  
The Relationship

Nowadays, fast food restaurant grows very fast globally. This research is about study of customer satisfaction in the fast food restaurants. It aims to investigate the relationship between service quality and customer satisfaction. This study is using SERVPERF five dimensions to measure the level of service quality. By applying theservice dimensions responsiveness, reliability and tangible in service quality, the level of customer satisfaction become higher. So, there is a positive correlation between service quality and customer satisfaction.

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 ANALISIS PREFERENSI MASYARAKAT TERHADAP RESTORAN CEPAT SAJI DI KOTA BOGOR

2017 ◽  
Vol 3 (1) ◽  
pp. 16-28
Author(s):  
Sri Hartini ◽  
Lesti Hartati
Keyword(s):  
Fast Food ◽  
Consumer Satisfaction ◽  
Consumer Preferences ◽  
Restaurant Industry ◽  
Fast Food Restaurant ◽  
Analysis Method ◽  
Scoring Method ◽  
Hygiene Factors ◽  
The Matrix ◽  
Fast Food Restaurants

ABSTRACTThe objectives of this research are: (1) to identify the most important environmental factors that led to a variety of consumer preferences for fast food restaurants in Bogor; (2) to measure the relative performance of consumer satisfaction attribute in fast food restaurant industry in Bogor by using approach of importance performance analysis; and (3) to identify the pattern of competition among fast food restaurants in Bogor City with the use of SPSS scoring method. Data analysis method used is Fischbein analysis consist of quantitative analysis and qualitative analysis. The results showed that: 1) hygiene factors should be put forward because the concept of fast food restaurants attract more consumers from middle to upper economic level, and of course it is critical to give an assessment of the condition or circumstances in all aspects of the service from fast food restaurants; 2) the level of service provided to the consumer most attributes are in the low priority position matrix with the percentage of 53%, the attribute on the matrix to maintain the achievement is in the second with the percentage of 33%, followed by the main priority attribute is only 9% and the last attribute on the matrix excessive with percentage of 5%. This means there are still many attributes that do not have significant effectiveness to the services provided by each attribute; 3) can be determined the average total scoring of KFC restaurant (20.56, 14%), McD restaurant (18.29, 12%), Pizza Hut restaurant (16.67, 11%), Trio restaurant (15.98,11%), restaurant of Simpang Raya (15.96,11%), Burger Kings restaurant(15.87,10%, Rumah Anai restaurant, (15.18; 10%), and Dominos restaurant (14.83,10%).Keywords: Community Preference, Fast Food Restaurant, and Bogor City

scholarly journals The Influence Of Physical Evidence, Reliability, Responsiveness, Assurance And Empathy To The Consumer Satisfaction Of The Kfc Grand Kota Bintang Bekasi

2021 ◽  
Vol 2 (5) ◽  
pp. 1712-1717
Author(s):  
Waseso Segoro ◽  
Maria Magdalena Tri Permatasari
Keyword(s):  
Fast Food ◽  
Consumer Satisfaction ◽  
Test Reliability ◽  
Primary Data ◽  
Reliability Test ◽  
Physical Evidence ◽  
Business Goals ◽  
Normality Test ◽  
Regression Test ◽  
Fast Food Restaurants

The growing number of fast-food restaurants, which allow businesses to compete with one another to meet their business goals and to provide good quality services so that they can provide individual satisfaction for their consumers. The study was intended to identify the effects of physical evidence, reliability, responsiveness, assurance and empathy to the consumer satisfaction of the KFC Grand Kota Bintang Bekasi.The analysis tools used in this study are validity test, reliability test, normality test, multicollity test, linear regression test, t-test (partial trials), f-test (simultaneous tests) and coefficiencies tests using version SPSS22. The data used is primary data collected through the questionnaires’ method of disseminating the 100 consumer KFC Grand Kota Bintang Bekasi.Research suggests that partial evidence, reliability responsiveness can significantly affect consumer satisfaction while partial assurance and empathy do not significantly affect consumer satisfaction. And simultaneously physical evidence, reliability, responsiveness, assurance and empathy affect significantly the consumer satisfaction of the KFC Grand Kota Bintang Bekasi.

scholarly journals Customer Satisfaction: Service Quality or Product Quality (Case Study at Fast Food Restaurant in Jabodetabek)

2021 ◽  
Vol 12 (2) ◽  
pp. 165-176
Author(s):  
Yudhy Kristiawan ◽  
Hartoyo Hartoyo ◽  
Budi Suharjo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Fast Food ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Model ◽  
Fast Food Restaurant ◽  
Customer Expectations ◽  
Close Relationship

Along with the increasing number of fast food restaurant (FFR), the level of competition has also increased. Business owners and managers of FFR are required to provide quality services and products to maintain their existence. Product and service quality and customer satisfaction have a close relationship with company profits. Customer satisfaction is determined by customers’ perceptions regarding product or service performance to meet customer expectations. The research aimed to determine the factors that influenced customer satisfaction of the FFR. The research was conducted in FFR in Jabodetabek using a descriptive approach with survey methods and convenience sampling techniques. Using the Structural Equation Model (SEM), the researchers analyzed several factors that influenced customer satisfaction: service and product quality. The results illustrate that service quality affects customer satisfaction. Satisfied customers will revisit the FFR. However, product quality has no direct effect on customer satisfaction. To improve customer satisfaction, the management of FFR must pay attention to the attributes that contribute greatly but receive low ratings from customers. It consists of the coolness of the room when customers eat and greetings from officers when customers leave the restaurant. Owners and managers of FFR are required to provide service and product quality to maintain their existence.

scholarly journals The Effect of Price and Product Quality on Customer Satisfaction

2018 ◽  
Vol 2 (1) ◽  
pp. 53
Author(s):  
Putri Nilam Kencana
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Regression Equations ◽  
Validity And Reliability

One example of a franchise that has increased in a number of outlets is fast-food restaurants or often called fast food. The purpose of this study was to determine the effect of price and product quality on customer satisfaction on Giant Fried Chicken Citra Raya. The research method uses quantitative with a population of 22,577 customers, the determination of the sample using the Slovin formula with an error rate of 10% obtained 100 respondents. Data collection methods using primary data and secondary data. Test the instrument using the validity and reliability test, the prerequisite data test uses the normality test, autocorrelation test, multicollinearity test, and heteroscedasticity test, while the statistical test uses multiple regression equations, correlation coefficient test, coefficient of determination test and significance test. The results show that the price and quality of the product have a positive effect on consumer satisfaction with a regression equation Y = 19.846 + 0.329X1 + 0.312X2 + e. The better the price determination and the higher the quality of the product, the more it will increase customer satisfaction. Vice versa, if the price and quality of products are low, customer satisfaction will also decrease. The simultaneous contribution of price and product quality is 40.8% while the remaining 59.2% is influenced by other factors. the calculated F value is greater than the F table or (9669> 3.090), it is also reinforced by the significance of 0,000 <0.05. Thus H0 is rejected and H1 is accepted. This means that there is a positive and significant effect simultaneously between price and product quality on customer satisfaction on Giant Fried Chicken Citra Raya.

scholarly journals PENGARUH PERCEIVED SERVICE QUALITY TERHADAP REPURCHASE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA FAST FOOD RESTAURANT DI SURABAYA

2018 ◽  
Vol 12 (2) ◽  
pp. 77-83
Author(s):  
Jocellynne Saintz
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Research Use ◽  
Fast Food Restaurant ◽  
Perceived Service Quality ◽  
Fast Food Restaurants

The purpose of this research aims to analyze the effects of Perceived Service Quality towards Repurchase with Customer Satisfaction as an intervening variabel  inFast food restaurant. This research was conducted by distributing questionnaires to 100 respondents who were customers of Fast food restaurants who had made transactions in the last six month. This research use the Perceived service quality (X1) variable with the indicators Reliability, Responsiveness, Assurance, Empathy, Tangible, Customer satisfaction variable (Y1) with the indicators Fulfillment, Pleasure, Ambivalance, Repurchase variable (Z1) with the indicators Interest, Pleasure-based value, Sign value, Risk Pribability, dan Risk. The results show: (1) Perceived service quality influence significantly effect customer satisfaction; (2) Perceived service quality affect significantly effect repurchase; (3) customer satisfaction has a significant impact on repurchase

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