Title: customer satisfaction in the restaurant industry abstract: restaurant service industry is becoming more important in generating income in many countries at present in this paper we use different factors that have a greater influence on customer satisfaction are employees performance, price, food quality and physical environment and we. Tan qingqing et al : service quality in fast food sector 35 service quality and customer satisfaction the relationship between customer satisfaction and service quality is a controversial issue in the literature.
The acsi has over two decades of experience analyzing customer satisfaction with limited-service restaurant chains serving the us consumer market each year, the acsi interviews hundreds of diners about their recent experiences at fast food restaurants.
Was found to be the strongest determinant of customer satisfaction towards fast food restaurants (ffrs), followed by responsiveness, reliability, tangibility and empathy the results develop the first hypothesis hypothesis one ho 1: food quality, restaurant image, service quality,. Measuring customer satisfaction in the fast food industry: a cross-national approach cross-cultural fast-food customer satisfaction dimensions: satisfaction with the personal service and. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service the state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate.
A few studies have addressed the relationship between service quality and customer satisfaction in fast-food restaurants (brady et al, 2001 gilbert et al, 2004 kara et al, 1995 lee & ulgado, 1997 qin & prybutok, 2008) however, none of the studies are related to arabic restaurants. Abstract this study investigates the relationship between dining attributes, customer satisfaction and customer's retention in the fast food industry. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature the data collected (283 valid questionnaires) were analysed using spss 200 the findings showed that service quality and food quality have a positive influence on customer satisfaction.
Physical environment on customer satisfaction in fast food restaurant industry the next section starts by the literature review, then methodology and analysis of results follow the following hypothesis is presented: journal of asian business strategy, 6(2)2016: 31-40 34 h 2: price fairness has positive effect on customer satisfaction. Physical environment on customer satisfaction in fast food restaurant industry the next section starts by the literature review, then methodology and analysis of results follow discussion, the following hypothesis is proposed as follows: h 1: food quality has positive effect on customer satisfaction 23 price fairness. Was found to be the strongest determinant of customer satisfaction towards fast food restaurants (ffrs), followed by responsiveness, reliability, tangibility and empathy the results also supported the contention that customer satisfaction can lead to customer purchase intentions.
For the first time, fast food restaurants rated higher in the american customer satisfaction index than full-service establishments. Proposed that consumers patronage of fast food restaurants is a function of food quality, restaurant image, service quality, atmospheric quality, perceived value, price, quick service, environment, consumers demographics and modernity.
Obtaining customer satisfaction means that they become an effective and efficient communication resource, at no cost to the firm prominent among the factors that determine the levels of customer satisfaction in the food and beverage contexts are service quality and product quality.