Although an increasing number of studies is being performed in the field of service management, less work is being done on an integrated framework of service quality and product quality, especially that supported with evidence from developing countries. As a result, little is known about the distinction between service quality and product quality, their respective antecedents, and their distinctive contributions to performance in service industries in the developing world. Generalization of related findings from developed countries is not necessarily appropriate. Unlike most related studies that are based on evidence from developed countries, focuses attention on the distinction between, and respective antecedents of, service quality and product quality in the Chinese context. Gives much emphasis to the importance of a positive bank reputation. The findings are based on structural equation models developed by AMOS.

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This paper reports the development of the Hong Kong consumer satisfaction index (HKCSI) – a new type of consumer‐oriented economic performance indicator representing the quality of products (commodities and services) sold in Hong Kong as evaluated by Hong Kong consumers – as well as the findings of HKCSI from 1998 to 2000, each year with more than 10,000 successful telephone interviews on about 60 products. According to Hong Kong's special economic structure, the HKCSI is constructed from a consumption point of view concentrating on products and the products’ consumers, rather than from the popular production point of view focusing on firms and the firms’ customers. Key features of HKCSI include: the direct introduction of consumer characteristics (such as age, education, and income) in model construction; the wide coverage of services, especially free services; and the adoption of a product weighting system based on consumer price index (CPI), not on gross domestic product (GDP). In this paper, a theoretical framework of consumer satisfaction is first presented after investigating the relevant literature, and then the large‐scale consumer survey scheme adopted to collect the data and the structural equation modeling technique employed to estimate the indexes are discussed. New considerations in the HKCSI in such areas as model structure, indicator and questionnaire design, and product classification are elaborated upon. Next, the estimated results are analyzed focusing on the reliability and validity of the model, on the relationships among consumer satisfaction and its antecedents and consequences, and especially on the effects of consumer characteristics on consumer satisfaction and the implications of such effects for marketing practice. The results are generally consistent across different products, broadly acceptable and in agreement with previous findings, and are also relevant to Hong Kong's special situation. The paper concludes with a summary and some remarks on problems in the present study and future research directions.

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and service quality on customer satisfaction and repurchase frequency. In this study, we model the relationships between customer satisfaction, repurchase frequency, waiting time and other service quality factors in fast food outlets. The results indicate that waiting time and other service factors such as staff attitude, environment, seat availability and food quality significantly influence the customers' return frequency. Results also show that waiting time, staff attitude, food quality and food variety all significantly affect customer satisfaction. It is also found that the significance of the relationship depends on the timing of the visits. These models will help managers to understand the critical factors that influence customer loyalty and satisfaction in the fast food industry and help them make improvements accordingly.

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