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 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 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 Influence of dimensions of viral marketing on customer’s satisfaction in fast food restaurants in Jordan

2020 ◽  
Vol 6 (2) ◽  
Author(s):  
Akaileh Mustafa
Keyword(s):  
Fast Food ◽  
Marketing Research ◽  
Marketing Strategies ◽  
Viral Marketing ◽  
The Internet ◽  
Brand Association ◽  
The Social ◽  
Long Time ◽  
Fast Food Restaurants ◽  
The Relationship

Viral marketing is becoming a key instrument in marketing strategies now days, used by a lot of firms to achieve these goals, due to the wide spread  of the internet among all people now days, and the tendency of people from deferent ages to spend more time on the internet to use the social media, customer’s satisfaction have received a great attention in marketing research since a long time ago, whereas academic literature in the viral marketing is still sparse, particularly the dimention that influencing customer’s satisfaction in fast food restaurants in Jordan. Therefore, this paper attempts to fill this gap by examining the relationship between promotion, Brand awareness, Trust, and Brand association on customer’s satisfaction to address the inconsistent findings in the previous studies.

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.

Consumption in fast-food restaurants in Croatia and Serbia

2019 ◽  
Vol 121 (8) ◽  
pp. 1715-1729
Author(s):  
Srdjan Sapic ◽  
Jovana Filipovic ◽  
Jasmina Dlacic
Keyword(s):  
Fast Food ◽  
Structural Equation ◽  
Negative Impact ◽  
Positive Impact ◽  
Variety Seeking ◽  
Content Type ◽  
Behavioural Intentions ◽  
Personal Innovativeness ◽  
Fast Food Restaurants ◽  
The Impact

Purpose The purpose of this paper is to explore the antecedents of product evaluations and behavioural intentions regarding fast-food restaurants. Research tests the moderating effects of tradition on selected relationships in Croatia and Serbia. Further, it tests consumer willingness to use services in domestic and foreign fast-food restaurants. Design/methodology/approach Samples were collected from 332 and 362 respondents from Croatia and Serbia, respectively. The validity of the model was tested with confirmatory factor analysis, and structural equation modelling was used to determine main and interaction effects. Findings For both foreign and domestic fast-food restaurants, variety seeking and cosmopolitanism had a positive impact on consumer evaluations and behavioural intentions, while the desire for unique products had a negative impact. Personal innovativeness had a positive impact on evaluations and intentions regarding foreign restaurants but a negative impact for domestic restaurants. A moderating effect of tradition was more present in the Serbian sample. Originality/value This study is the first to use the theory of planned behaviour and theory of social identity to investigate the impact of variety seeking, desire for unique products, cosmopolitanism and personal innovativeness on consumption in fast-food restaurants in two emerging countries in the country of origin context. Furthermore, it also provides information for researchers and marketers on fast-food consumption antecedents in different countries. New insights are provided for the moderating role of tradition.

Role of Viral Marketing in Customer’s Satisfaction in Fast Food Restaurants in Jordan

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Akaileh Mustafa
Keyword(s):  
Fast Food ◽  
Marketing Research ◽  
Viral Marketing ◽  
The Internet ◽  
Brand Association ◽  
The Social ◽  
Long Time ◽  
Fast Food Restaurants ◽  
The Relationship

Viral marketing is becoming a key instrument in marketing strategies now days, used by a lot of firms to achieve these goals, due to the wide spread  of the internet among all people now days, and the tendency of people from deferent ages to spend more time on the internet to use the social media, customer’s satisfaction have received a great attention in marketing research since a long time ago, whereas academic literature in the viral marketing is still sparse, particularly the dimention that influencing customer’s satisfaction in fast food restaurants in Jordan. Therefore, this paper attempts to fill this gap by examining the relationship between promotion, Brand awareness, Trust, and Brand association on customer’s satisfaction to address the inconsistent findings in the previous studies.

scholarly journals Pengaruh Viral Marketing dan Brand Awareness terhadap Niat Beli pada Burger King Indonesia

2021 ◽  
Vol 9 (2) ◽  
pp. 478
Author(s):  
Agatha Christy Avega Dumatri ◽  
Tias Andarini Indarwati
Keyword(s):  
Social Media ◽  
Linear Regression ◽  
Significant Influence ◽  
Fast Food ◽  
Purchase Intention ◽  
Purchase Intentions ◽  
Viral Marketing ◽  
Brand Awareness ◽  
Sampling Techniques ◽  
Fast Food Restaurants

Competition for fast food restaurants is so fierce that companies need to find ways to do marketing wisely. Social media is one of the growing platforms that can be used as a marketing medium to reach consumers widely and quickly, which will lead to the emergence of consumer purchase intentions. This study aims to examine the effect of viral marketing and brand awareness on purchase intention. This study used 200 respondents with non-probability sampling techniques, and the method used was judgmental sampling were distributed using online questionnaires. Data were analyzed using multiple linear regression. This study found that viral marketing and brand awareness have a significant influence on purchase intention “Burger King Indonesia”. Based on the result, it can be used as a recommendation “Burger King Indonesia” in increase brand awareness more among competitors and have an impact to purchase intention.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

PENGARUH SOSIAL MEDIA TERHADAP BRAND AWARENESS AMARIS HOTEL

2020 ◽  
Vol 14 (02) ◽  
pp. 53-61
Author(s):  
Sofiani Sofiani
Keyword(s):  
Social Media ◽  
Positive Impact ◽  
Correlation Method ◽  
Marketing Strategies ◽  
Brand Awareness ◽  
Use Of Social Media ◽  
The Impact

Social media has became one of the marketing strategies by most of the companies to deliver their brands, products and services to customer. Apart from the advantages of the use of social media for companies, it is becoming difficult for companies to raise awareness for their brand beause of the competition. The aim of this research is to determine the impact of social media on brand awareness of Amaris Hotel. The results of this research obtained from questionnaires that had been distributed to the respondents in Jakarta and processed with correlation method. The results shows that social media gives quite big and positive impact on building and estabilishing brand awareness of AYANA Amaris Hotel for 41,5%, and Instagram gives the biggest impact on brand awareness of Amaris Hotel. The level of brand awareness of Amaris Hotel has reached the highest level, Top of Mind level. Keywords: Social Media, Brand Awareness, Marketing, Amaris Hotel

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