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

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 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 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 Trends in Own Revenue of Indian States: Is Special Status Justified?

2018 ◽  
Vol 5 (2) ◽  
Author(s):  
K. V. Bhanu Murthy
Keyword(s):  
Multiple Regression ◽  
Fast Food ◽  
Influencing Factor ◽  
Study Data ◽  
Restaurant Industry ◽  
Fast Food Restaurant ◽  
Indian States ◽  
Sensory Marketing ◽  
Quick Service ◽  
Selection Of

"Given the importance of Sensory Marketing in the field of QSR (Quick Service Restaurant) industry, the objective of this paper is to identify the key sensory factors that influence customers’ selection of a fast food restaurant. The purpose is to find out the factors in order of influence to answer the question of whether sensory factors play any significant role in the choosing a fast food restaurant. For this quantitative study, data of 1600 respondents were collected through structured questionnaire from four international fast food chain restaurants (KFC, McDonald, Domino’s and Subway) across four cities (Mumbai, Chennai, Bangalore and Hyderabad) of India. To meet the research objective and to test the hypothesis statistical tools; Factor Analyses and Multiple regression were used. Factor analysis revealed three components, namely: Sensory influence, Promotional influence and Monetary influence, due to their high factor loadings. Further, multiple regression analysis results indicated that the Sensory factor contributed significantly to the model followed by Promotional factor and Monetary Factor. This study concludes that Sensory Factor is the most influencing factor for customers to select a fast food restaurant contrary to the belief of Promotional and Monetary factor. This study not only adds to theoretical insights of the literature of Sensory marketing but also recommends its practical implications to the marketing managers and practitioners of the QSR industry.

scholarly journals Shake Shack IPO Analysis

2021 ◽  
Vol 5 (9) ◽  
pp. 49-54
Author(s):  
Caixia Hu
Keyword(s):  
New York ◽  
New York City ◽  
Fast Food ◽  
Service Industry ◽  
Food Service ◽  
The United States ◽  
Restaurant Industry ◽  
Fast Food Restaurant ◽  
Fast Food Restaurants ◽  
Successful Business

The restaurant industry is one of the largest and fastest growing sectors in the economy in the United States. According to the National Restaurant Association (NRA), the food service industry is the third largest industry accounting for more than 4% of the country’s gross domestic product (GDP). Shake Shack is an American fast food restaurant chain based in New York City. It started out as a food cart at Madison Square Park in 2000, and its popularity grew steadily. Shake Shack is currently one of the best fast-food restaurants in the world. This article discusses the successful business model of Shake Shack through IPO analysis.

scholarly journals The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews

2020 ◽  
Vol 12 (7) ◽  
pp. 2843 ◽  
Author(s):  
Eunhye (Olivia) Park ◽  
Bongsug (Kevin) Chae ◽  
Junehee Kwon ◽  
Woo-Hyuk Kim
Keyword(s):  
Customer Satisfaction ◽  
Topic Model ◽  
Marketing Strategies ◽  
Restaurant Industry ◽  
User Generated Content ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Longitudinal Approach ◽  
The Common ◽  
Structural Topic Modeling

Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green restaurants, including perceived green restaurant practices. Our data are based on U.S. green-certified restaurants available on Yelp. Structural topic modeling was used to discover latent restaurant attributes from user-generated content. With a longitudinal approach, the changes in customers’ interest in green practices were estimated. Finally, the common restaurant attributes and green attributes were used to predict customer satisfaction. This study will contribute to marketing strategies for the restaurant industry.

Making Sense in Marketing–Sensory Strategies For International Quick Service Restaurants

2018 ◽  
Vol 8 (1) ◽  
Author(s):  
Prof Mohammed Abdul Azeem ◽  
Mr.Sharafat Hussain
Keyword(s):  
Multiple Regression ◽  
Fast Food ◽  
Influencing Factor ◽  
Study Data ◽  
Restaurant Industry ◽  
Fast Food Restaurant ◽  
Making Sense ◽  
Sensory Marketing ◽  
Quick Service ◽  
Selection Of

"Given the importance of Sensory Marketing in the field of QSR (Quick Service Restaurant) industry, the objective of this paper is to identify the key sensory factors that influence customers’ selection of a fast food restaurant. The purpose is to find out the factors in order of influence to answer the question of whether sensory factors play any significant role in the choosing a fast food restaurant. For this quantitative study, data of 1600 respondents were collected through structured questionnaire from four international fast food chain restaurants (KFC, McDonald, Domino’s and Subway) across four cities (Mumbai, Chennai, Bangalore and Hyderabad) of India. To meet the research objective and to test the hypothesis statistical tools; Factor Analyses and Multiple regression were used. Factor analysis revealed three components, namely: Sensory influence, Promotional influence and Monetary influence, due to their high factor loadings. Further, multiple regression analysis results indicated that the Sensory factor contributed significantly to the model followed by Promotional factor and Monetary Factor. This study concludes that Sensory Factor is the most influencing factor for customers to select a fast food restaurant contrary to the belief of Promotional and Monetary factor. This study not only adds to theoretical insights of the literature of Sensory marketing but also recommends its practical implications to the marketing managers and practitioners of the QSR 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).

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