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 Customer Satisfaction and Repurchase Decision: Evidence from Fast Food Restaurants

2021 ◽  
Vol 65 (3) ◽  
pp. 309-329
Author(s):  
Oghenenyerhovwo Inoni ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Fast Food ◽  
Purchase Decision ◽  
Direct Influence ◽  
Fast Food Restaurants ◽  
The Impact ◽  
The Relationship

Service quality is a major determinant of customer satisfaction and consequently a repurchase decision in the fast food restaurants’ (FFRs) industry. Nevertheless, prompt and efficient services alone may not guarantee a restaurant a place in today’s hyper- competitive marketplace. Therefore, this study was conceived to examine the impact of food quality (FQ), service quality (SQ), perceived value (PV) and restaurant environment (RE) on customer re-purchase decision, mediated by customer satisfaction (CS). Data for the study were obtained from a sample of 320 consumers drawn from 12 FFRs in three major towns in Delta State, Nigeria. Multiple and hierarchical regressions were used to analyse the data generated. The findings indicated that FQ, SQ, PV and RE exerted positive and significant effects on CS and re-purchase decision. The results also showed that CS fully mediated the relationship between SQ and repurchase decision, but the meditational influence was only partially for FQ, PV and RE; implying that FQ, PV and RE have their own direct influence on RPD besides through SQ. Given the impact of FQ, SQ, PV and RE on CS and repurchase decision, restaurants’ managers need to continually improve on the quality of their services, environment and offerings to sustain the patronage of their clients in order to survive in today’s hyper-competitive marketplace.

scholarly journals Understanding customer satisfaction in the UK quick service restaurant industry

2018 ◽  
Vol 120 (6) ◽  
pp. 1207-1222 ◽  
Author(s):  
Quang Nguyen ◽  
Tahir M. Nisar ◽  
Dan Knox ◽  
Guru Prakash Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Content Type ◽  
Five Dimensions ◽  
Fast Food Restaurants ◽  
Food Market ◽  
The Uk ◽  
Quick Service ◽  
The Impact

Purpose The purpose of this paper is to examine the impact of the five dimensions of service quality on customer satisfaction in the UK fast food market and to indicate which factors among the five dimensions have a main role in driving overall customer satisfaction. Design/methodology/approach Primary data in the form of 147 questionnaire responses were been collected from a variety of quick service fast food restaurants in the UK. Likert seven-point rating scales were used to structure the questionnaire. Data were collected from the customers at two KFC restaurants, two McDonald’s restaurants, and one Burger King Restaurant. Findings The results of the analysis indicate that tangibles, responsiveness and assurance play the most important role in driving customer satisfaction in the UK fast food industry, followed by reliability and empathy. Results of correlation and regression analysis show that physical attributes (tangible) of service quality are key to customer satisfaction. In a nutshell, the tangibles variable is the most important factor driving customer satisfaction in the context of the UK fast food market. Originality/value This research incorporates unique and original insights in relation to the British fast food restaurants market and the results constitute novel findings pertaining to the importance of physical facilities and attributes. This account of the relative importance of service quality dimensions in fast food restaurants in the UK adds value to the field. The findings of this research have contributed to a better understanding of the main factors that influence service quality and customer satisfaction and have implications from a managerial point of view in the highly competitive UK fast food and wider foodservice industry.

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 The Impact of Trust On E-Marketing And Customer Satisfaction In The Commercial Banks Of A Developing Country

2021 ◽  
Vol 58 (1) ◽  
pp. 2602-2614
Author(s):  
Ali Ismail Ali Algnaidi, Arun Kumar Tarofder, S. M. Ferdous Azam
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Banking Sector ◽  
Banking Industry ◽  
Primary Data ◽  
Validity And Reliability ◽  
Spss Software ◽  
The Impact ◽  
The Relationship ◽  
Self Administered Questionnaire

The purpose of this paper is to determine, based on e-marketing, the customer satisfaction of Libya's banking industry. This is an empirical research designed using primary data gained by a well-structured questionnaire. After validity and reliability checking of a self-administered questionnaire using the SPSS software, the analysis was performed. The questionnaire was circulated in Misurata, Libya, to a sample of 350 bank customers. This paper provides a valuable contribution, as there are only a few studies dealing with the evaluation of e-marketing components in Libya's banking industry. The results have shown that the relationship between consumer satisfaction and e-marketing is significant here. Regression analysis found that all these factors positively impacted customer satisfaction in the Libyan banking sector based on three distinct independent variables (mobile phones, internet and credit cards). For bank management, which looks forward to innovative market models to gain customer satisfaction by trust-building, this study has huge implications.  

scholarly journals BREACH OF THE IMPLIED DUTY TO PRESERVE MUTUAL TRUST AND CONFIDENCE IN AN EMPLOYMENT RELATIONSHIP: A CASE STUDY OF Moyo v Old Mutual Limited (22791/2019) [2019] ZAGPJHC 229 (30 July 2019)

Obiter ◽  
2021 ◽  
Vol 42 (3) ◽  
Author(s):  
Konanani Happy Raligilia ◽  
Kodisang Mpho Bokaba
Keyword(s):  
South African ◽  
Case Note ◽  
Employment Relationship ◽  
Mutual Trust ◽  
Contract Of Employment ◽  
The One ◽  
The Individual ◽  
Labour Disputes ◽  
The Impact ◽  
The Relationship

This case note is intended to revisit the contentious aspect of the implied duties of South African labour law in the individual employment relationship. Significantly, the case note intends to remind the reader about the importance of adhering to certain implied duties in the contract of employment. In this regard, the implied duty to preserve mutual trust and confidence is the central theme of this case note. On the one hand, the implied duty to safeguard mutual trust and confidence imposes an obligation upon the employer to conduct itself in a manner not likely to destroy, jeopardise, or seriously damage the trust relationship and confidence in the employment relationship. On the other hand, this implied duty is becoming a significant yardstick used by employers to address contractual labour disputes in South Africa. In order for an employer to invoke this implied duty, it must be expected that the employee would have to conduct him or herself in a manner likely to demonstrate to his employer loyalty, good faith and cooperation.Against this background, the recent case of Moyo v Old Mutual (22791/2019) [2019] ZAGPJHC 229 (30 July 2019) (Moyo) demonstrates the impact of a breach of the implied duty to preserve mutual trust and confidence on the employment relationship. This case note intends to examine the implied obligation that rests upon the employer to safeguard trust and confidence in the relationship. The case note further reflects on the implied duty of employees to safeguard and protect mutual trust and confidence. After all, trust forms the basic fundamental core of the employment relationship, and any breach of this duty is likely to result in an irretrievable breakdown of the employment relationship. Once there is a breakdown of trust and confidence, it remains a mammoth task to restore the relationship.

scholarly journals Influence of Viral Marketing Dimensions on Customer Satisfaction in Fast Food Restaurants in Jordan

2018 ◽  
Vol 8 (1) ◽  
pp. 149
Author(s):  
Ayed Al Muala
Keyword(s):  
Social Sciences ◽  
Customer Satisfaction ◽  
Fast Food ◽  
Positive Impact ◽  
Viral Marketing ◽  
Brand Awareness ◽  
Regression Analyses ◽  
Brand Association ◽  
Fast Food Restaurants ◽  
The Impact

This study mainly aims to investigate the impact of viral marketing dimensions, namely, promotion, brand awareness, trust and brand association on customer satisfaction in fast food restaurants in Jordan. The researcher used a questionnaire survey to elicit data from the participants. A total of 159 questionnaires were distributed over several fast food restaurants in Jordan, particularly in Zarqa city. Analyses were carried out in Statistical Package for Social Sciences, where reliability analysis, descriptive statistics and regression analyses were performed. The results illustrated that brand awareness, trust and brand association have direct positive impact on customer satisfaction in fast food restaurants in Jordan, whereas, promotion has no direct positive impact.

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 Peranan Customer Satisfaction dan Customer Commitment terhadap e-WOM dalam Pengguna Aplikasi Gopay di Yogyakarta

2021 ◽  
Vol 6 (1) ◽  
pp. 1-14
Author(s):  
Valinda Carolina De Quelyu ◽  
Singgih Santoso
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Model ◽  
Survey Method ◽  
Customer Commitment ◽  
Consumer Commitment ◽  
And Gender ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

  Customer satisfaction that takes place consistently will make consumers have a commitment to a brand and can further encourage promotion through word of mouth activitie. The purpose of this study was to determine the effect of customer satisfaction on customer commitment, and the impact on consumer commitment to do e-wom activities. This research uses Gopay service as the research object and gender as the moderating variable. With the survey method on 377 respondents and the structural model testing hypotheses process, the results show that consumer satisfaction has a positive effect on consumer commitment, and consumer commitment has a positive effect on e-WOM activities; while gender is proven to moderate the relationship between these variables.  

Accent Policy and Accent Modification Enterprises as Potential Indicators of Intercultural Power Relations: A Call for an Updated Research Agenda

2013 ◽  
Vol 3 (1) ◽  
pp. 22-33 ◽  
Author(s):  
Brynne D. Ovalle ◽  
Rahul Chakraborty
Keyword(s):  
International Relations ◽  
Identity Construction ◽  
Social Theory ◽  
Power Relations ◽  
Linguistic Diversity ◽  
Cultural Organization ◽  
Using Data ◽  
The Individual ◽  
The Impact ◽  
The Relationship

This article has two purposes: (a) to examine the relationship between intercultural power relations and the widespread practice of accent discrimination and (b) to underscore the ramifications of accent discrimination both for the individual and for global society as a whole. First, authors review social theory regarding language and group identity construction, and then go on to integrate more current studies linking accent bias to sociocultural variables. Authors discuss three examples of intercultural accent discrimination in order to illustrate how this link manifests itself in the broader context of international relations (i.e., how accent discrimination is generated in situations of unequal power) and, using a review of current research, assess the consequences of accent discrimination for the individual. Finally, the article highlights the impact that linguistic discrimination is having on linguistic diversity globally, partially using data from the United Nations Educational, Scientific and Cultural Organization (UNESCO) and partially by offering a potential context for interpreting the emergence of practices that seek to reduce or modify speaker accents.

Investigating the Relationship Between Self-Esteem and Stigma Among Young Adults With History of Suicide Attempts

Crisis ◽  
2016 ◽  
Vol 37 (4) ◽  
pp. 265-270 ◽  
Author(s):  
Meshan Lehmann ◽  
Matthew R. Hilimire ◽  
Lawrence H. Yang ◽  
Bruce G. Link ◽  
Jordan E. DeVylder
Keyword(s):  
Young Adults ◽  
Suicide Attempts ◽  
Self Esteem ◽  
High Risk Population ◽  
High Functioning ◽  
People With Mental Illness ◽  
History Of ◽  
The Individual ◽  
The Impact ◽  
The Relationship

Abstract. Background: Self-esteem is a major contributor to risk for repeated suicide attempts. Prior research has shown that awareness of stigma is associated with reduced self-esteem among people with mental illness. No prior studies have examined the association between self-esteem and stereotype awareness among individuals with past suicide attempts. Aims: To understand the relationship between stereotype awareness and self-esteem among young adults who have and have not attempted suicide. Method: Computerized surveys were administered to college students (N = 637). Linear regression analyses were used to test associations between self-esteem and stereotype awareness, attempt history, and their interaction. Results: There was a significant stereotype awareness by attempt interaction (β = –.74, p = .006) in the regression analysis. The interaction was explained by a stronger negative association between stereotype awareness and self-esteem among individuals with past suicide attempts (β = –.50, p = .013) compared with those without attempts (β = –.09, p = .037). Conclusion: Stigma is associated with lower self-esteem within this high-functioning sample of young adults with histories of suicide attempts. Alleviating the impact of stigma at the individual (clinical) or community (public health) levels may improve self-esteem among this high-risk population, which could potentially influence subsequent suicide risk.

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