The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Al-Tit, Ahmad Adnan

doi:10.5539/ass.v11n23p129

Cited by 98 publications

(68 citation statements)

References 43 publications

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“…The findings indicated that food quality has a significant positive effect on customer satisfaction. Greater support was reported in certain previous studies (Al-Tit, 2015;Nasir et al, 2014) which confirmed food quality as one of the key drivers of customer satisfaction. Thus, restaurant managers are advised to put significant emphasis on the key attributes of food quality that can stimulate customer satisfaction in the restaurant industry context.…”

Section: Discussionsupporting

confidence: 56%

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

Hanaysha

2016

JABS

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Building customer satisfaction is considered to be a key priority for business success. Therefore, determining the factors that affect customer satisfaction is important. This paper was designed to examine the effects of food quality, price fairness and physical environment on customer satisfaction in fast food restaurant industry in Malaysian market. The data were collected from 242 customers of international fast food restaurants in east coast Malaysia. The collected data were analysed using SPSS and structural equation modelling (SEM). The findings indicated that food quality has a significant positive effect on customer satisfaction. Moreover, the findings revealed that price fairness and physical environment have significant positive effects on customer satisfaction. These findings provide useful suggestions and guidelines for the policy makers in fast food restaurant industry and confirm the importance of the selected factors in affecting customer satisfaction.

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Section: Discussionsupporting

confidence: 56%

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

Hanaysha

2016

JABS

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“…Additionally, food quality is measured as an important restaurant's product (Canny, 2014). In the same way, previous research studies also provided support to confirm that quality of food is one of the chief determinants of customer satisfaction (Nasir et al, 2014;Al-Tit, 2015). This finding does not contradict with research results of Kisang et al, (2012) where they concluded that food quality has a positive and significant impact on perceived value of customer.…”

Section: Discussionmentioning

confidence: 58%

Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

Bux¹,

Ahmed²,

Muhammad³

et al. 2020

SIJMB

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The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

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“…Product appearance refers to [12,16]. Freshness refers to [18,19]. Health is chosen as the dimension of product quality because healthy nutritious food shows good product quality.…”

Section: Methodsmentioning

confidence: 99%

“…Health is chosen as the dimension of product quality because healthy nutritious food shows good product quality. Some references to health indicators include [19,20]. The packaging indicator refers to several references such as [18,21].…”

Section: Methodsmentioning

confidence: 99%

Quality Development Of Bar Chocolate Products Based On Consumer Preferences: Case Study On SMEs

Purba¹,

Jaqin²,

Aisyah³

2019

Proceedings of the 2019 1st International Conference on Engineering and Management in Industrial System (ICOEMIS 2019)

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Increased tight business competition requires organizations or companies to raise its competitiveness level. Increasing industrial competitiveness can be done through the development of product quality based on consumer preferences. This study aims to determine the quality attributes of bar chocolate products which are the priority development. There are eleven bar chocolate product quality attributes identified, namely taste, texture, aroma, product appearance, portion, variety, freshness, health, packaging, price fairness, and discount. The assessment of consumer preferences for the quality of bar chocolate products was done by filling out questionnaires based on consumer ratings on the importance and performance level. The analysis result using Importance Performance Analysis (IPA) method shows that taste, aroma, texture, product appearance, variety, health and packaging are priority attributes developed.

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The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Cited by 98 publications

References 43 publications

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

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

Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

Quality Development Of Bar Chocolate Products Based On Consumer Preferences: Case Study On SMEs

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