Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry

Hanaysha, Jalal Rajeh

doi:10.18488/journal.1006/2016.6.2/1006.2.31.40

Cited by 85 publications

(115 citation statements)

References 37 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…One of the important findings was that quality dimensions of a restaurant and perceived price had positive effects on customer satisfaction. These findings are consistent with Hanaysha (2016) [18], and Qin and Prybutok's (2009) [21] research into fast-food restaurants.…”

Section: Discussion and Theoretical Implicationssupporting

confidence: 90%

“…Food quality is very significant in determining customer satisfaction and loyalty. Generally, food quality refers to several aspects including food presentation, taste, menu diversity, healthiness, and freshness [18]. A high level of food quality is a key marketing strategy which can satisfy and retain customers, and provide a happy purchasing experience for them.…”

Section: The Effect Of Perceived Price Food Service and Physical Ementioning

confidence: 99%

“…Physical environment of a hotel or restaurant can strengthen the brand image of a company, reshape customers' perceptions, and directly influence customer satisfaction [26]. According to [18], all tangible and intangible elements inside and outside of the restaurant are included in the concept of physical environment, including temperature, lighting, scent, noise, atmosphere, and music. He also suggested that a well-maintained physical environment can serve to maintain a restaurant's existing customer base as well as attract new customers.…”

Section: The Effect Of Perceived Price Food Service and Physical Ementioning

confidence: 99%

“…A 5-point Likert-type scale that ranged from 1 (strongly disagree) to 5 (strongly agree) was adopted in this study and which was used previously by Kasiri et al (2017) [68] to measure service quality, customer satisfaction, and loyalty. [18] also used s 5-point Likert-type scale to measure food quality, price fairness, physical environment, and satisfaction. Twenty-three items (see Table 1) were used to measure the aforementioned 7 factors.…”

Section: Questionnairementioning

confidence: 99%

See 3 more Smart Citations

What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender

Zhong

Moon

2020

Foods

181

154

View full text Add to dashboard Cite

The fast-food service industry has been growing rapidly across China over the last few decades. In accordance with the rising consumption level in the country, Chinese customers care increasingly about their food choices. The purpose of this study is to investigate the factors that can influence customer satisfaction, loyalty, and happiness, with a particular focus on the moderating role of gender. Data were collected through an online survey completed by customers who visited Western fast-food restaurants (KFC, McDonalds, etc.) in China. The structural equation model was applied to test 12 hypotheses. Results showed that perceived price, food, service, and physical environment quality positively affected customer satisfaction. Perceived price can significantly influence customers’ judgement of the quality dimensions of a restaurant. Moreover, customer satisfaction and happiness can lead to a sense of loyalty. Happiness functions as a mediator between satisfaction and loyalty. Nonetheless, our findings indicated that customers’ perceptions of food quality based on price and satisfaction levels based on service quality differ significantly between the genders, which demonstrated that gender moderation exists in food consumption. This study will contribute to a better understanding of managerial and theoretical perspectives, which will be beneficial for subsequent research.

show abstract

Section: Discussion and Theoretical Implicationssupporting

confidence: 90%

Section: The Effect Of Perceived Price Food Service and Physical Ementioning

confidence: 99%

Section: The Effect Of Perceived Price Food Service and Physical Ementioning

confidence: 99%

Section: Questionnairementioning

confidence: 99%

See 2 more Smart Citations

What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender

Zhong

Moon

2020

Foods

181

154

View full text Add to dashboard Cite

show abstract

“…Analysing the restaurant industry, Hanaysha (2016) observes that the price that is considered to be fair may be viewed as one of the key factors in evaluating the clients' satisfaction in this industry. In fact, the consumers tend to make some comparisons between different brands either before or after buying them in order to better analyse the value after its consumption and to determine their level of satisfaction.…”

Section: Introductionmentioning

confidence: 99%

The Fairness of Pricing Tactics for Hotels: Perceptions of Romanian Customers

Suclea¹,

VrĢnceanu²,

Năstase³

2018

View full text Add to dashboard Cite

This study focuses on analysing the perceptions of pricing tactics the hotels from Romania use, and also on the degree of influence these perceptions have on buying intentions. Given the importance of perceived fairness, it is essential to understand the major factors that influence customers' perception of the fairness of prices set by revenue management methods. A nationwide survey was conducted to identify the perception of fairness of the price setting methods, the perception of price fairness in relation to certain factors of influence, the perceived fairness of different pricing tactics, and the evaluation of price fairness for the latest experience in a hotel and the influence on the purchasing intentions. Structural equation modelling was used to assess the influence of distributive and procedural fairness on the perceived value and the buying intentions. The resulting model essentially shows that tourists who perceive a price as fair are inclined to consider the method used to set that price as correct. The main findings regarding revenue management-type approaches emphasize that the price setting method oriented on competition is considered the fairest method for setting prices. Most survey participants believe that the most frequent situation of unfair price is found in accommodation services. Among the unfair pricing tactics are, on the one hand the difference of prices based on the nationality of the customers (higher prices for tourists from abroad) and, on the other hand, the 9-ending prices. Offering lower prices for longer periods and for larger groups represents the fairest pricing tactics that hotels can use. The manners in which Romanian customers use to rate price fairness for hotel services mainly relies on the comparison of the current price to a previous one, and on their own belief of what fair price should be. The managerial implication of this study is linked to the setting prices decisions in order to be perceived as fair prices/tariffs.

show abstract

Capitalism leading to unhealthy food consumption

Hasan

2020

Strategic Change

View full text Add to dashboard Cite

How fast‐food and beverage companies, which are driven by capitalism, adopt the ethical product, price, promotion, and place strategies to influence consumers' perceived value and purchase intentions. Results from hypotheses testing show the ethical aspects of fast food and beverage companies' marketing strategies highly influence consumers' perceived value of products and further prove perceived value positively influences consumers' purchase intentions. These findings will educate fast food and carbonated beverage companies on the ethical problems of marketing unhealthy foods. Our results also lead to fast food and carbonated beverage companies to reconsider their marketing strategies for the improvement of this serious situation that can be tied to capitalism.

show abstract

Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry

Cited by 85 publications

References 37 publications

What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender

What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender

The Fairness of Pricing Tactics for Hotels: Perceptions of Romanian Customers

Capitalism leading to unhealthy food consumption

Contact Info

Product

Resources

About