Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price

Ryu, Kisang; Han, Heesup

doi:10.1177/1096348009350624

Cited by 576 publications

(562 citation statements)

References 58 publications

(77 reference statements)

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“…The National Council of the Green Consumers Network (2012) in Korea reported that many mobile phone subscribers were dissatisfied with the level and types of service charges. Ryu and Han (2010) found that the perceived price has a significant effect on the relationship between quality and customer satisfaction in the quick-casual restaurant industry. That is, customers' perception of a reasonable price enhances the effect of service quality on customer satisfaction.…”

Section: Perceived Pricementioning

confidence: 99%

“…Several researchers agree to the combined effects of perceived value and quality on satisfaction (Caruana, Money, and Berthon, 2000;Ryu and Han, 2010). Caruana et al (2000) examined that perceived value has a significant moderating effect on the relationship between service quality and customer satisfaction.…”

Section: Perceived Valuementioning

confidence: 99%

“…Caruana et al (2000) examined that perceived value has a significant moderating effect on the relationship between service quality and customer satisfaction. That is, the interaction between service quality and perceived value explained more of the variance in satisfaction than the direct influence of either service quality or perceived value on customer satisfaction (Ryu and Han, 2010 H4: Perceived value has a significant influence on the relationship between service quality and customer satisfaction.…”

Section: Perceived Valuementioning

confidence: 99%

“…Higher quality service providers will satisfy customers, leading them to become loyal customers. In addition, customer satisfaction has become the center of service marketing and operations management because it is a general proposition to be a significant antecedent of customer retention and repeat sales by positive word-of-mouth (Ryu and Han, 2010;Lee, 2010a).…”

Section: Introductionmentioning

confidence: 99%

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Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty

Lee¹

2013

ASS

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This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyalty. In addition, service quality positively influences customer satisfaction. Hence, customers with high perceived service quality and satisfaction also have strong loyalty. Furthermore, the study verifies the fact that moderating variables positively influence the relationships among the aforementioned factors. Among customers with a high level of perceived value, the effect of service quality on customer satisfaction increases. In addition, when customers' perception of reasonable price increases, the impact of service quality on customer satisfaction increases as well. Finally, the study shows that as perceived switching cost increases, the relationship between satisfaction and customer loyalty strengthens.

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Section: Perceived Pricementioning

confidence: 99%

Section: Perceived Valuementioning

confidence: 99%

Section: Perceived Valuementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty

Lee¹

2013

ASS

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“…Although many research studies have emphasized the importance of perceived value and the role of perceived price in that relationship, a limited number of empirical research has investigated the infl uence of perceived price on consumer behavior in the service industry (Ryu & Han, 2010 Zeithaml (1988) dealt with the costs of search, waiting, etc. -in short, all eff orts, risks, and insecurities connected to the acquisition and use of a product.…”

Section: Antecedents Of Perceived Valuementioning

confidence: 99%

The Importance of Perceived Service Value in Retail Banking Services

Korda

Dlačić

Milfelner

2016

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Purpose -In many industries, perceived service value is found to be a signifi cant mediator between perceived service quality and customer satisfaction and loyalty. Therefore, this paper aims to test a conceptual model of perceived service value with its antecedents, such as perceived price and perceived service quality, and consequences, customer satisfaction and loyalty, in the retail banking industry.Design/Methodology/Approach -For the empirical study, a measurement instrument was developed and tested for validity and reliability. Measures were assessed with exploratory factor analysis (EFA), confi rmatory factor analysis (CFA) and structural equation modeling (SEM). A structural model with fi ve refl ective constructs was evaluated to test direct and indirect relationships among constructs.Findings and implications -Results confi rm a mediating role of perceived value in relationships between perceived price, perceived service quality, customer satisfaction, and customer loyalty in the case of retail banking services.Limitations -Because the results are directly relevant only to customers and marketing managers of retail banking services, generalizations of the fi ndings beyond the immediate population observed should be made with caution. SažetakSvrha -U različitim granama djelatnosti percipirana vrijednost usluga istaknuta je kao značajan medijator između percipirane kvalitete usluga te zadovoljstva i odanosti korisnika. Stoga je svrha ovoga rada na primjeru usluga u bankarskome sektoru testirati konceptualni model percipirane vrijednosti usluga i njegovih utjecajnih faktora, kao što su percipirana cijena i percipirana kvaliteta usluga, te posljedica, zadovoljstvo i odanost korisnika.Metodološki pristup -Za potrebe empirijskog istraži-vanja razvijen je mjerni instrument te testirana njegova valjanost i pouzdanost. Korišteni mjerni instrument provjeren je kroz eksplorativnu faktorsku analizu, konfi rmatornu faktorsku analizu te strukturalno modeliranje. Strukt uralni model s pet refl ektivnih konstrukata analiziran je kako bi se testirale direktne i indirektne veze među konstruktima.Rezultati i implikacije -Rezultati potvrđuju medijacijsku ulogu percipirane vrijednosti u odnosu percipirane cijene i percipirane kvalitete te zadovoljstva i odanosti korisnika kod usluga u bankarskome sektoru.Ograničenja -Kako su rezultati istraživanja direktno relevantni isključivo korisnicima bankarskih usluga i marketinškim menedžerima u bankama, treba se uzeti s oprezom generalizacija rezultata na druge usluge osim bankarskih.Aleksandra Pisnik, Jasmina Dlačić, Borut Milfelner 192 Vol. 28, No. 2, 2016, pp. 191-212 Originality -This paper extends existing knowledge with both direct and indirect eff ects among researched concepts, and shows the importance of perceived service value in achieving satisfi ed and loyal customers in retail banking services.Keywords -perceived service quality, perceived price, perceived value, customer satisfaction, customer loyalty, retail banking services Doprinos -Ovaj rad zasniva...

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Understanding consumers' purchase intentions toward natural‐claimed products: A qualitative research in personal care products

Kahraman

Kazançoğlu

2019

Bus Strat Env

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In recent years there is a trend of consuming natural products for a sustainable and healthier life. Therefore, firms began aligning their strategy with sustainability by communication strategies that they produce natural products, which are better for health as well as the environmental sustainability. However, sometimes these claims may be deceptive. The purpose of this paper is to understand the consumers' purchasing intentions toward products claiming naturalness in their advertising and packaging strategies. This research also examined greenwashing perceptions and their potential roles in purchasing intentions. In‐depth face‐to‐face interviews carried out with 20 Turkish women regarding personal care products (local brand and international brand). The findings of the interviews revealed eight themes (perceived greenwashing, perceived green image, price perception, environmental concern, green trust, skepticism, perceived risk, and purchase intention). This study contributes to predict a framework from consumer viewpoint for identifying the themes related to greenwashing.

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Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price

Cited by 576 publications

References 58 publications

Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty

Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty

The Importance of Perceived Service Value in Retail Banking Services

Understanding consumers' purchase intentions toward natural‐claimed products: A qualitative research in personal care products

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