Determinants of satisfaction and revisit intention for fast food restaurant customers

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.

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

International Journal of Engineering and Management Research ◽

10.31033/ijemr.11.5.12 ◽

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.

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Do job resources foster optimism, work engagement, and financial turnover? A diary study among Greek fast food restaurant employees

PsycEXTRA Dataset ◽

10.1037/e524352011-126 ◽

2006 ◽

Author(s):

D. Xanthopoulou ◽

A. B. Bakker ◽

E. Demerouti ◽

W. B. Schaufeli

Keyword(s):

Work Engagement ◽

Fast Food ◽

Job Resources ◽

Diary Study ◽

Fast Food Restaurant ◽

Restaurant Employees

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Los Angeles Fast-Food Restaurant Ban Unlikely to Have Impact on Obesity

PsycEXTRA Dataset ◽

10.1037/e530402010-001 ◽

2009 ◽

Keyword(s):

Los Angeles ◽

Fast Food ◽

Fast Food Restaurant

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Electrocution in a fast food restaurant.

10.26616/nioshface8417 ◽

1984 ◽

Keyword(s):

Fast Food ◽

Fast Food Restaurant

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PERSUASIVE STRATEGIES USED IN BURGER KING’S INSTAGRAM POSTS CAPTION

Journal of Language and Literature ◽

10.35760/jll.2020.v8i1.2141 ◽

2020 ◽

Vol 8 (1) ◽

pp. 96-104

Author(s):

Yeremia Yori Rudito ◽

Anita

Keyword(s):

Fast Food ◽

Research Method ◽

Qualitative Method ◽

Fast Food Restaurant ◽

Rhetorical Question ◽

Persuasive Strategies ◽

Inclusive Language ◽

Colloquial Language ◽

The World ◽

The One

Burger King is the one of the most successful fast food restaurant in the world. According to Wikipedia, there are 17,796 locations of Burger King all over the world in 2018. Burger King also has its Instagram account. Now this account has been followed by 1,6 million people and has posted 938 posts. That statistic shows that Burger King is active in social media especially in Instagram platform. The writer see the indication of the using of Persuasive Strategies because in promoting their product. In this research the writer wants to know the persuasive strategies that applied in Burger King’s Instagram post caption and the most used strategy. This research applied Qualitative Method as research method. This research has two findings, first, there are 13 strategies that appear in Burger King’s Instagram post caption they are, Anecdote, Assonance, Cliché, Connotation, Evidence, Everyday/Colloquial Language, Hyperbole, Imagery, Inclusive Language, Pun, Repetition, Rhetorical Question, and Simile. Second, the most used strategy is Everyday/Colloquial Language.

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Determinants of Behavioral Intention of the Use of Self-Order Kiosks in Fast-Food Restaurants: Focus on the Moderating Effect of Difference Age

SAGE Open ◽

10.1177/21582440211031907 ◽

2021 ◽

Vol 11 (3) ◽

pp. 215824402110319

Author(s):

Tae Kyun Na ◽

Jae Yeon Yang ◽

Sun Ho Lee

Keyword(s):

Behavioral Intention ◽

Fast Food ◽

Moderating Effect ◽

Age Difference ◽

Fast Food Restaurant ◽

Use Of Technology ◽

Cognitive Age ◽

Fast Food Restaurants ◽

The Difference ◽

Minimal Effort

The aim of this study was to derive determinants that affect the behavior associated with using self-order kiosks among fast-food restaurant consumers through the Unified Theory of Acceptance and Use of Technology model, and to analyze the moderating effect of consumers’ difference age (difference between individuals’ cognitive age and chronological age) among the variables. From December 1 to 30, 2019, a survey was conducted on 316 customers using four different fast-food restaurants in the Seoul Station. The results showed that the higher the price value, social influence, performance expectancy, and hedonic motivation, the higher the behavioral intention of ordering through the kiosk; furthermore, the higher the difference age, the higher the behavioral intention of using a kiosk. Therefore, fast-food restaurant operators need to ensure that customers who are unfamiliar with using kiosks can order and make payments through kiosks with minimal effort and reasonable price value.

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Receptivity to Television Fast-Food Restaurant Marketing and Obesity Among U.S. Youth

American Journal of Preventive Medicine ◽

10.1016/j.amepre.2013.06.011 ◽

2013 ◽

Vol 45 (5) ◽

pp. 560-568 ◽

Cited By ~ 25

Author(s):

Auden C. McClure ◽

Susanne E. Tanski ◽

Diane Gilbert-Diamond ◽

Anna M. Adachi-Mejia ◽

Zhigang Li ◽

...

Keyword(s):

Fast Food ◽

Fast Food Restaurant

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Food safety knowledge, attitudes, practices and training of fast-food restaurant food handlers: a moderation analysis

British Food Journal ◽

10.1108/bfj-01-2021-0026 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Harold Van Andaya Aquino ◽

Tyron Yap ◽

Jean Paolo Gomez Lacap ◽

Gertrude Tuazon ◽

Maribel Flores

Keyword(s):

Food Safety ◽

Fast Food ◽

Safety Training ◽

Fast Food Restaurant ◽

Food Handlers ◽

Safety Practices ◽

Content Type ◽

Moderation Analysis ◽

Food Safety Training ◽

Safety Knowledge

PurposeThe study examines the interrelationships of food safety knowledge, attitudes and practices, and the moderating effect of food safety training on the said interrelationships.Design/methodology/approachPredictive-causal was the primary research design used and partial least squares – structural equation modelling (PLS-SEM) was the statistical technique applied.FindingsResults showed that food safety knowledge significantly and positively influences attitudes towards food safety. It was further revealed that attitudes toward food safety and food safety practices are also significantly and positively related. Moderation analysis indicated that food safety training moderates the significant and positive relationship between attitudes towards food safety and food safety practices.Research limitations/implicationsThe present study has limitations. First, the unit of analysis is focused on food handlers in fast-food restaurants in Angeles City, Philippines. Other researchers may come up with similar studies on a larger scale – provincial, regional or national. Second, only food safety training as a construct was used as a moderator on the hypothesized relationships of the structural model. Other studies may expand and explore other moderating variables and/or mediating constructs that may affect the said hypothesized relationships.Practical implicationsBased on the present study, food safety knowledge was found to have a huge significant and direct influence on attitudes of fast-food restaurant food handlers towards food safety, as evidenced by the computed effect size. In short, knowledge on food safety is an integral factor when it comes to enhancing food safety attitudes of fast-food restaurant food handlers. When fast-food restaurant food handlers are well-equipped with the right food safety knowledge, they become more aware of the different food safety protocols and other pertinent food safety guidelines and procedures which can lead to favorable food safety attitudes.Social implicationsThe present study highlighted the moderating effect of food safety training on the relationship between attitudes toward food safety and food safety practices. Therefore, regular attendance of food handlers to food safety training is crucial in developing acceptable attitudes toward food safety, which in turn, favorably affect their food safety practices in fast-food restaurants.Originality/valueThe current study utilized PLS-SEM, a second-generation statistical technique, to measure the hypothesized relationships as compared to correlation tests performed by prior studies on the interrelationships of food safety knowledge, attitudes toward food safety and food safety practices. PLS-SEM is suitable for this type of research design – predictive-causal – since this study involves model development and prediction. Furthermore, it employed moderation analysis to measure the moderating effects of food safety training on the identified hypothesized relationships of the structural model. Hence, methodologically, the present study employed new ways and insights in measuring the interrelationships of food safety knowledge, attitudes and practices.

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