Singh, Gurmeet and Slack, Neale J. and Sharma, Shavneet and Mudaliar, Karishma and Narayan, Suman and Kaur, Rajni and Sharma, Keshmi Upasna (2021) Antecedents involved in developing fast-food restaurant customer loyalty. The TQM Journal, TBC . pp. 1-17. ISSN 1754-2731
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Abstract
Purpose – This study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.
Design/methodology/approach – A quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty.
Findings – The findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment qualityhasnosignificantinfluence.Additionally,customersatisfactionwasfoundtoinfluencebrandtrustand customerloyalty,whilethebrandimagedoesnotinfluencecustomersatisfactionbutdoesinfluencebrandtrust and customer loyalty.
Practical implications – Understanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability.
Originality/value – This research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).
Item Type: | Journal Article |
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Subjects: | H Social Sciences > H Social Sciences (General) |
Divisions: | School of Business and Management (SBM) |
Depositing User: | Gurmeet Singh |
Date Deposited: | 19 Mar 2021 00:02 |
Last Modified: | 19 Mar 2021 00:02 |
URI: | https://repository.usp.ac.fj/id/eprint/12697 |
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