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HBOK 1-019

Title Determinants of Customer-Perceived Service Quality in Fast-Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions
Author(s) Hong Qin and Victor R. Prybutok
Source Quality Management Journal
Topic Listening to Customers

Data Analysis

Abstract A model with associated metrics is developed to examine the relationship among service quality, food quality, price/value, customer satisfaction, and behavioral intentions in fast food restaurants. Confirmatory factor analysis and structural equation modeling were used to analyze the data. A number of significant findings were identified that positively influenced the perception of service quality. Food quality was identified as a significant factor in customer satisfaction, but the relationship between service quality and customer satisfaction was less significant.
Access Restrictions ASQ members and journal subscribers
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Reference Code 1-019


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