Customer Satisfaction Impact on Behavioral Intentions: The Case of Pizza Restaurants in Nablus City

Dwaikat, Nidal Yousef; Khalili, Saja Aziz; Hassis, Samah Mohammad; Mahmoud, Hala Sulaiman

doi:10.1080/1528008x.2019.1616040

Cited by 21 publications

(22 citation statements)

References 33 publications

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“…It is well documented in the literature that satisfied customers will demonstrate positive behavioural intentions, and a direct positive relationship exists between customer satisfaction and behavioural intentions (Han and Ryu, 2009;Namkung and Jang, 2007). These arguments are supported by the findings of researchers (Dwaikat et al, 2019;Rajput and Gahfoor, 2020) that customer satisfaction positively affects behavioural intentions, many empirical studies that find customer satisfaction is strongly associated with re-patronage from the same service provider (Bendall-Lyon and Powers, 2004), the opinion of Sulaiman and Haron (2013) that customer satisfaction directly and positively affects willingness to recommend and finally the assertion of Athanassopoulos et al (2001) that satisfied customers tend to stay with the existing service provider, practice positive word-of-mouth communication and are highly unlikely to switch service providers. Drawing from the previous research, it is hypothesised that:…”

Section: Influence Of Customer Satisfaction On Behavioural Intentionsmentioning

confidence: 53%

Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions

Slack

Singh

Ali

et al. 2020

BFJ

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PurposeThe purpose of this study is to investigate the effect of fast-food restaurant service quality (compound effect of food quality, physical environment quality and employee service quality) and its dimensions (when acting independently) on customer perceived value, satisfaction and behavioural intentions.Design/methodology/approachData was collected from 400 fast-food restaurant customers in Fiji using a public-intercept survey. The study used descriptive and inferential analysis. This research also used backward elimination multiple regressions to test the hypotheses of this study.FindingsThe compound effect of fast-food restaurant service quality dimensions on customer perceived value revealed food quality and physical environment quality are significant determinants of customer perceived value, however employee service quality is not. In contrast, the effect of the fast-food service quality dimensions acting independently on customer perceived value revealed the three dimensions are significant determinants of customer perceived value. Results also confirmed that customer perceived value is a significant determinant of customer satisfaction and customer satisfaction is a significant determinant of behavioural intentions.Research limitations/implicationsThis study highlights to fast-food restaurateurs and marketers the importance of determining the compound effect of fast-food restaurant service quality dimensions, delivering the right combination of fast-food restaurant service quality dimensions to customers and not singling out dimensions in an attempt to enhance restaurant service quality.Originality/valueThis study makes important contributions towards understanding the compound effect of fast-food restaurant service quality dimensions and the independent effect of these dimensions on the formation of customer perceived value, customer satisfaction and behavioural intentions.

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Section: Influence Of Customer Satisfaction On Behavioural Intentionsmentioning

confidence: 53%

Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions

Slack

Singh

Ali

et al. 2020

BFJ

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“…Cluster 1 covers destination image, destination loyalty and revisit intention (Li et al, 2007;Rice & Khanin, 2019;Yu-Ju et al, 2010). Cluster 2 focuses on behavioral intention (Cha & Borchgrevink, 2019;Dwaikat et al, 2019), perceived value and quality (Joung et al, 2016;Ranjbarian & Pool, 2015) and customer loyalty (Heung & Ngai, 2008;Hussein et al, 2018). Cluster 3 is mainly concerned with the service quality concept for guest satisfaction in hotels (F Ali et al, 2017;Jeon & Jeong, 2016;Knutson et al, 2004), lifestyle segmentation (Scott & Parfitt, 2005;Thyne et al, 2005), brand loyalty (Kim et al, 2007;Han et al, 2019), innovation and performance (Capocchi, 2014;Meira et al, 2019).…”

Section: Co-word Analysismentioning

confidence: 99%

Twenty Years of Journal of Quality Assurance in Hospitality & Tourism: A Bibliometric Assessment

Singh

Sibi

Sharma

et al. 2021

Journal of Quality Assurance in Hospitality & Tourism

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This study bibliometrically examines 406 documents published in the Journal of Quality Assurance in Hospitality & Tourism (JQAHT) from 2000 to 2019 to uncover the scientific development, intellectual and conceptual structure in JQAHT and to rank most productive countries, institutions, authors, keywords and influential articles. The innovative tool "bibliometrix" was used to conduct the bibliometric analysis. The main results were interpreted and discussed through three levels of analysis: descriptive, intellectual structure, and co-word analysis. The descriptive analysis presents principal information about the authors, countries, publications, citations and keywords. Both co-citation analysis and historiographic mapping are used for intellectual structure and co-word analysis to reveal the conceptual structure. Han H, the USA and Oklahoma State University are the most productive author, country and institution in JQAHT, respectively, with service quality and customer satisfaction are the most researched themes. The findings provide a guide to researchers and practitioners to comprehensively understand the developmental trajectory of JQAHT and its structural and hidden implications.

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“…Lee et al [13] investigated the relative importance of tangible service attributes toward diners' satisfaction within the upscale dining segment. Dwaikat et al [14] explored the impact of customer satisfaction on behavioral intensions in pizza restaurants. With the service industry booming across the world in the 21st century, Taiwan has been transformed from a manufacturing economy to a service-oriented one.…”

Section: Service Qualitymentioning

confidence: 99%

Using Kano and TRIZ to Investigate the Mobile Dining Car Service Quality in Taiwan

Chen¹,

Huang²,

Hou³

et al. 2020

Preprint

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This purpose of the research presented in this article is to comparing different service quality measurements between Kano and TRIZ that plays the critical roles in the catering industrial. Data collected from a DINESERV questionnaire comprises service-quality standards to increase customer satisfaction of mobile dining car. Finally, the TRIZ is standardized measure designed to improve the idealization of strategy for selecting the most appropriate service quality model. In addition, the preferences of more than one decision maker are internally aggregated into the TOPSIS procedure. The findings of this study provide several important theoretical and practical implications for developing a successful mobile catering app. The results have demonstrated our approach to be both robust and efficient.

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Customer Satisfaction Impact on Behavioral Intentions: The Case of Pizza Restaurants in Nablus City

Cited by 21 publications

References 33 publications

Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions

Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions

Twenty Years of Journal of Quality Assurance in Hospitality & Tourism: A Bibliometric Assessment

Using Kano and TRIZ to Investigate the Mobile Dining Car Service Quality in Taiwan

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