Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan

Khan, Shahzad; Hussain, Syed Majid; Yaqoob, Fahad

doi:10.2478/stcb-2013-0002

Cited by 28 publications

(30 citation statements)

References 7 publications

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“…Potential customers are easily impacted by negative WOM and they may draw potential customers away from the service provider (Wilson et al , 2012). With respect to the fast food industry, Khan et al (2013) pointed out that all the determinants of customer satisfaction fell into one of seven categories which were physical environment, service quality, brand, promotion, customer expectations, price and taste of food. Their results concluded that the main factors for customer satisfaction were service quality and brand.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Based on the paradigm of Wilson et al (2012), Figure 1 illustrates the relationship between service quality and customer satisfaction. In terms of the fast food industry, according to Heung et al (2000), Jain and Gupta (2004), Qin and Prybutok (2009), and Khan et al (2013), price, product quality and service quality relate directly to customer satisfaction; however, comparing product quality and price, the perceived service quality factor plays the most important role on overall satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

“…In terms of the fast food restaurant industry, Jain and Gupta (2004) stated that the SERVPERF model is a very popular model to measure service quality globally. The efficiency of the SERVPERF model was also tested by many researchers such as Cronin and Taylor (1992), Jain and Gupta (2004), Qin et al (2010), and Khan et al (2013). Due to its popularity, the SERVPERF scale is applied to measure the perceived service quality of UK fast food restaurants in this study.…”

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Understanding customer satisfaction in the UK quick service restaurant industry

Nguyen

Nisar

Knox

et al. 2018

BFJ

112

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Please find below explicit responses to the comments from the three original reviewers of the submission. Original comments are followed by responses in bold text. Reviewer: 1 2. Relationship to Literature: Does the paper demonstrate an adequate understanding of the relevant literature in the field and cite an appropriate range of literature sources? Is any significant work ignored?: In review of previous research it is necessary to add articles from eminent authors who deal with the concepts of research. Further citations have been incorporated in support of the major conceptual sections of the paper, most notably those relating to the SERVPERF and DINESERV models. 3. Methodology: Is the paper's argument built on an appropriate base of theory, concepts, or other ideas? Has the research or equivalent intellectual work on which the paper is based been well designed? Are the methods employed appropriate?: It is necessary to describe in detail method of data collection, sample, respondents, questionnaire and measurement scale. Additional information now incorporated into the relevant sections of the paper. Reviewer: 2 2. Relationship to Literature: Does the paper demonstrate an adequate understanding of the relevant literature in the field and cite an appropriate range of literature sources? Is any significant work ignored?: The paper requires a more of scientific citations and recent literature. As noted above, further citations have been incorporated in support of the major conceptual sections of the paper, most notably those relating to the SERVPERF and DINESERV models. This also includes more up-to-date studies. 4. Results: Are results presented clearly and analysed appropriately? Do the conclusions adequately tie together the other elements of the paper?: Everything are clearly and the conclusions are adequate, but statistical analysis is not sufficiently complex for this type of research. The statistical analyses undertaken here are adequate for hypothesis testing within the conceptual framework utilised for the study of perceived service quality. The methods and analysis are logical and, furthermore, are suitable for pulling out significant relationships. The approach also represents a standardised approach to investigating the substantive issues of the study. Two other reviewers have supported the approach as valid and have not problematised methodological and analytical design.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Understanding customer satisfaction in the UK quick service restaurant industry

Nguyen

Nisar

Knox

et al. 2018

BFJ

112

View full text Add to dashboard Cite

show abstract

“…They also pointed out that service encounter performance has a direct impact on customer satisfaction. Khan et al (2013) found that brand and service quality are key factors that affect satisfaction in fast-food industry. In their study, Nguyen et al (2018) identified that physical attributes of service quality (tangible) are key to customer satisfaction.…”

Section: Restaurant Customer Satisfactionmentioning

confidence: 99%

Analysing the satisfaction of halal restaurant guests through online ratings on TripAdvisor

Tepavčević¹,

Bradić²,

Luković³

2021

Bizinfo

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Providing halal products is one of the key factors in the lives of members of the Islamic faith. The physical and economic availability of halal food has an important place in the decision-making process about the movements of Muslim tourists. Currently, the Halal market is rapidly expanding, contributing to an increase in the number of the Muslim population and their travels. The main goal is to analyse the satisfaction of halal restaurant guests expressed through online numerical ratings. Authors used automated techniques for collecting guests' ratings. Restaurants that were analysed were chosen by selecting the criteria "halal" on TripAdvisor. Information about the origin of reviewers and gender are also collected. The paper also tries to answer the question whether the origin of guests and type of halal restaurants have an influence on their satisfaction with services in selected facilities. The results indicated the presence of significant differences in guest's satisfaction among different types of restaurants. One of the possible limitations of this research is an insufficient number of evaluating criteria for expressing a satisfaction which are available on TripAdvisor for analysis that is more precise.

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“…The drivers of customer satisfaction have been identified in the research literature and include price, employee courtesy, timely service, competence of staff, food quality, accessibility, and cleanliness (Gilbert et al, 2004;Khan et al, 2013;Puri and Kumar, 2014). In the current research, we conceptualize and operationalize these drivers as the marketing mix, also known as the 7 Ps of marketing, which include price, product, place, promotion, packaging, positioning, and people.…”

Section: Rq1: How Does the Marketing MIX Affect Customer Satisfactionmentioning

confidence: 99%

Customers satisfaction and brand loyalty at McDonalds Maroc

Raduzzi¹,

Massey²

2019

Afr. J. Mark. Manage.

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Customer satisfaction is paramount to businesses success. It has been researched in business and marketing since the 1970s. If customer satisfaction is achieved brand loyalty often results. Because of that, brand loyalty has also been heavily researched in the last few decades. The purpose of the current research was to determine the drivers of customer satisfaction and brand loyalty, as well as examining the relationship between the two. Our investigation examined the effects on the marketing mix (the 7 Ps, including price, promotion, place, etc.) on customer satisfaction and brand loyalty at McDonald's restaurants in Morocco. A quantitative method was used in the study, with a survey research design. The results of the study indicate that the marketing mix does indeed influence customer satisfaction and brand loyalty. Implications of the findings are beneficial for both scholars and practitioners of marketing and business.

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Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan

Cited by 28 publications

References 7 publications

Understanding customer satisfaction in the UK quick service restaurant industry

Understanding customer satisfaction in the UK quick service restaurant industry

Analysing the satisfaction of halal restaurant guests through online ratings on TripAdvisor

Customers satisfaction and brand loyalty at McDonalds Maroc

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