Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry
Journal Title: Journal of Asian Business Strategy - Year 2016, Vol 6, Issue 2
Abstract
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.
Authors and Affiliations
Jalal Hanaysha
Keywords
Related Articles
- EP ID EP96256
- DOI -
- Views 123
- Downloads 0
Persuasiveness of celebrity endorsed advertising and a new model for celebrity endorser selection
With the rapid paces of product diversification and competition intensification in most commodity markets, there have been more and more ways for sellers to introduce new products and promote existing products, and...
Factors influencing informal sector workers’ contribution to pension scheme in the tamale metropolis of Ghana
Social protection is an essential mechanism for a sustained poverty eradication and development. One of these social protection instruments is the informal pension scheme. In this study, the objective was to identi...
The impact of governance mechanisms on tax aggressiveness: Empirical evidence from Tunisian context
Research on the tax side occupied the stage center during the last decade. Several researchers have attempted to study the different effects of some options such as tax aggressiveness on firms and individuals. Over...
Investigation of trade credit demand patterns in effect with firm-bank relationship: A panel data approach
This research paper investigates the behavior of non-financial firms towards trade credit demand in a developing economy while focusing on firm-bank relationship. We have analyzed data from 2005 to 2011 for 220 lis...
Effectiveness of six sigma methodology through BSC in banking industry
This paper aims to discuss the effectiveness of Six Sigma through balanced scorecard in banking industry. Six Sigma is a powerful analytical technique which yields a dramatic reduction in defects, errors, or mistak...