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 161
- Downloads 0
Inclusive insurance sector: An innovative business model for micro-insurance delivery in Sri Lanka
The core objective of this study is to explore the feasibility of farmers’ organizations (FOs) as a vehicle for micro-insurance delivery of the paddy crop, grown by small-scale (peasant) farmers in Sri Lanka. Facto...
A case study on the impact of organizational citizenship behaviour on total quality management in an Indian public sector electrical manufacturing subsidiary
Since 1970s, the study on Organizational Citizenship Behaviour (OCB) has been conducted and the importance of this extra-role behaviour has been established. This study is conducted with a purpose of examining the...
An analysis of the trade barriers to the Chinese cultural trade
Chinese cultural trade possesses great developing potential. However, the strengths of Chinese cultural trade are hindered by barriers either set by other countries or induced by inherent differences. Although it i...
Evaluation of the banking system on the basis of expectations and actual experiences of the customers: A comparison of Islamic and conventional banks in Punjab, Pakistan
Purpose of this research is to evaluate the competitiveness of Islamic banks in comparison with conventional banks on the basis of expectations and actual experiences of customers. For this, data had been collected from...
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. Overall, t...