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

Foods, Journal Year: 2020, Volume and Issue: 9(4), P. 460 - 460

Published: April 8, 2020

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

Language: Английский

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Customer orientation, service quality and customer satisfaction interplay in the banking sector: An emerging market perspective

Cogent Business & Management, Journal Year: 2023, Volume and Issue: 10(1)

Published: Jan. 5, 2023

Customer satisfaction is at the heart of any successful business entity. The influence service quality on role customer orientation in achieving greater banking industry from perspective customers has not received required attention marketing literature. This study sought to respond question whether could effect satisfaction. adopts a quantitative research approach with descriptive survey design. With aid PLS-SEM, data 391 commercial bank was analysed. It identified that, within industry, key predictor would improve when improves, and plays partial relationship between quality. recommends that policymakers develop comprehensive policies also direct management banks programmes.

Language: Английский

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Interval type 2-based hybrid fuzzy evaluation of financial services in E7 economies with DEMATEL-ANP and MOORA methods

Applied Soft Computing, Journal Year: 2019, Volume and Issue: 79, P. 186 - 202

Published: March 29, 2019

Language: Английский

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An assessment of e-service quality, e-satisfaction and e-loyalty

South Asian Journal of Business Studies, Journal Year: 2019, Volume and Issue: 8(3), P. 283 - 302

Published: Oct. 2, 2019

Purpose The purpose of this paper is to examine e-service quality (E-SQ) online shopping in Pakistan using “E-S-QUAL scale.” Moreover, study, the relationship E-SQ with e-customer satisfaction (E-CS) and loyalty (E-CL) has been studied. Design/methodology/approach Following a quantitative research methodology, data were collected from 298 respondents convenience sampling survey design was followed. In order develop model test hypotheses, structure equation modeling (SEM) done through AMOS. Findings indicate that all first latent constructs are significant where E-CS E-CL (dependent variables) influenced by (independent variable). Using SEM, statistically fit structural developed on basis confirmatory factor analysis. analysis shows there strong positive relation between E-CL. Practical implications Asian markets have identified as fastest growing e-commerce present era. Similarly, retail sector booming, at same time an exponential increase being observed number internet users shopping. It important for marketers retailers explore new horizons enter age expansion their businesses. Originality/value increasingly wide use influencing everything around globe these emerging trends tremendously changed mode brick mortars e-stores. study explores focuses its impact context developing economy, i.e. Pakistan, uncovering key dimensions attributes.

Language: Английский

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Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

Psychology and Marketing, Journal Year: 2021, Volume and Issue: 38(9), P. 1440 - 1459

Published: June 18, 2021

While the debate on online service failure and recovery strategies has been given considerable attention in marketing information systems literature, evolving Covid-19 pandemic brought about new challenges both theoretically empirically consumption landscape. To fully understand customers' responses to during a crisis we asked 70 millennials from three European Countries-Italy, France, UK-to describe their (30 completed 4-week diary 40 qualitative survey). Drawing phenomenological, constructivist, hermeneutical approaches, utilizing an actor-network theory perspective, current study proposes framework for understanding pandemic. Conclusions highlight implications theory, policy, management practice through extending comprehensions of processes by examining how policies generate different social impacts situation which facilitate achievement customer satisfaction positive outcomes.

Language: Английский

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Do brands make consumers happy?- A masstige theory perspective

Journal of Retailing and Consumer Services, Journal Year: 2020, Volume and Issue: 58, P. 102318 - 102318

Published: Oct. 12, 2020

Language: Английский

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The role of consumer happiness in brand loyalty: a model of the satisfaction and brand image in fashion

Corporate Governance, Journal Year: 2021, Volume and Issue: 22(3), P. 458 - 473

Published: July 26, 2021

Purpose The study of the antecedents to loyalty is great interest both academics and professionals in context fashion consumption. purpose this paper define a SEM model, which brand image its dimensions, as well consumer satisfaction happiness mediators, are explained loyalty. Design/methodology/approach A transversal descriptive based on primary data were, therefore, carried out using survey with sample 2,515 consumers representing Spanish population. Partial Least Square method was applied test hypotheses. Findings results research tell us variables have positive influence brands, where image, determining Research limitations/implications This model has important implications contributes literature choice differentiation positioning strategies for marketing global highly competitive market. Originality/value One novelties fact that it considers variable an antecedent sector.

Language: Английский

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Augmented reality is the new digital banking – AR brand experience impact on brand loyalty

International Journal of Bank Marketing, Journal Year: 2024, Volume and Issue: 42(2), P. 156 - 182

Published: Jan. 10, 2024

Purpose Consumers are increasingly embracing innovative technologies for enhanced experiences. This study delves into the banking consumer brand experience through lens of augmented reality (AR). The focus is on mobile applications within financial institutions, which contribute to a more enjoyable and immersive customer experience. Specifically, research highlights utilisation by Pakistani bank examines its influence loyalty sustained engagement, with particular emphasis AR Design/methodology/approach authors conducted comparative between married unmarried consumers sample sizes 178 172, respectively. results were analysed structural equation modelling using SmartPLS. Findings study's outcomes show that category positive higher than one. an excellent opportunity sector in Pakistan invest technologies. Originality/value current investigates from perspective technology contributes literature.

Language: Английский

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Impact of firm/customer innovativeness and identification on customer value co-creation, happiness and satisfaction

Technology in Society, Journal Year: 2024, Volume and Issue: 78, P. 102639 - 102639

Published: Sept. 1, 2024

Language: Английский

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Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants

Journal of Modelling in Management, Journal Year: 2019, Volume and Issue: 14(4), P. 922 - 947

Published: Oct. 4, 2019

Purpose The purpose of this study is to provide an insight into the crucial antecedents customer satisfaction and revisit intention in context dining restaurants a holistic approach, taking Bangladesh as unit analysis. Design/methodology/approach research design was cross-sectional. Data were collected from 30 Dhaka city, Bangladesh. proposed model tested using partial least square structural equation modeling with sample size 600 respondents. Findings (i.e. service quality, food atmospherics, other customers perceived value/price) found have significant positive effects on satisfaction. Customer restaurant reputation intention, while variety seeking tendency negative effect intention. Trust partially mediate satisfaction-revisit reputation-revisit relationships. Originality/value This among first approach toward value) satisfaction, tendency, trust reputation) one model, investigated their interrelationships restaurants. To authors’ knowledge, that has mediating role between relationships From market-specific context, investigate link examined variables Bangladeshi

Language: Английский

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