How Determinants of Customer Satisfaction are Affecting the Brand Image and Behavioral Intention in Fast Food Industry of Pakistan?

Rana, Muhammad Waqar; Lodhi, Rab Nawaz; Butt, Ghulam Rasool; Dar, Waseem Ullah

doi:10.4172/2167-0269.1000316

Cited by 5 publications

(4 citation statements)

References 25 publications

(46 reference statements)

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“…The second finding was that subjective norm positively and significantly affects intention to use official COVID-19 websites. This finding was supported by the findings of previous (Nasri and Charfeddine, 2012;Rana et al, 2017;Xie et al, 2017). This finding indicates that when one felt the social pressure from his/her important person to use the official COVID-19 website, he or she would be more likely to conform to that pressure and intent to use the website.…”

Section: Theoretical Implicationssupporting

confidence: 76%

“…According to the TPB, subjective norm has a positive impact on intention (Ajzen, 1991). Empirically, previous studies have proven the positive impact of subjective norm on intention to use website (Nasri and Charfeddine, 2012;Rana et al, 2017;Xie et al, 2017). A similar effect is also predicted in the case of the official COVID-19 website.…”

Section: Model Of Intentionmentioning

confidence: 60%

“…Although web-based education could potentially reach a broad audience swiftly, the challenge was to encourage the usage of the website (Wall, 2007). Previous studies have confirmed that website usage depended on intention to use the website (Rana et al, 2017;Valaei and Baroto, 2017;Xie et al, 2017). Therefore, studies regarding intention to use educational websites related to COVID-19 become important.…”

Section: Introductionmentioning

confidence: 99%

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A model of intention to use official COVID-19 websites

Sumaedi

Bakti

Rakhmawati

et al. 2020

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PurposeThis research aims to test the effects of attitude, perceived behavioral control (PBC), subjective norm and perceived quality of official coronavirus disease 2019 (COVID-19) websites on intention to use official COVID-19 websites.Design/methodology/approachThis study collected data using an online questionnaire. It involved 120 Indonesians who used official COVID-19 websites. The data were analyzed using the multiple regression analysis.FindingsThis research found that intention to use official COVID-19 websites is significantly and positively affected by the quality of the website, attitude and subjective norm. PBC does not influence intention to use official COVID-19 websites.Research limitations/implicationsThis research was only conducted in the context of Indonesians. Furthermore, a convenience sampling technique was applied. Future research should be done in a different context with larger samples to test the generalization of this research's findings.Practical implicationsTo improve intention to use official COVID-19 websites, people must be directed to have a positive attitude toward the website. The developer must ensure the quality of the website. It is also essential to involve leaders and public figures whose opinions might be able to sway citizens to use official COVID-19 websites consistently.Originality/valueThis research is the first one of its kind that studied citizens' intention to use official COVID-19 websites.

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Section: Theoretical Implicationssupporting

confidence: 76%

Section: Model Of Intentionmentioning

confidence: 60%

Section: Introductionmentioning

confidence: 99%

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A model of intention to use official COVID-19 websites

Sumaedi

Bakti

Rakhmawati

et al. 2020

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“…Fast food industry of Pakistan is undergoing an escalated boom. There is a growing trend in Pakistani culture to dine out at fast food restaurants with family, friends and colleagues [2]. Consumers switch easily in case of just one evasive experience.…”

Section: Introductionmentioning

confidence: 99%

Predictors and outcome of customer satisfaction: moderating effect of social trust and corporate social responsibility

2021

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The study is to present an integrative model of predictors and outcome of customer satisfaction in the fast food sector of Pakistan and also examine its effects. Moreover, we also examined the contingent effect of social trust and corporate social responsibility (CSR) on the relationship between customer satisfaction and brand loyalty. Offline and online survey was conducted with four hundred fast food customers; valid data were assessed and analyzed through structural equation modeling and moderation step-by-step approach. Results demonstrate that restaurant stimuli such as food quality, service quality, atmosphere, price, restaurant location and a variety of food have strong significant effects on customer satisfaction, and customer satisfaction engendered brand loyalty. Social trust has a positive significant impact on the relationship between customer satisfaction and brand loyalty, whereas on the other side CSR has insignificant impact on the association. The study has practical implications for both restaurateurs and government. Restaurateurs should ensure the safety standards of foods, and the government can take an initiative to set proper policy and maintain the food safety standards by regulation.

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