The Influence of Service Quality in Customer Satisfaction and Customer Loyalty in Restaurants for International Students
| Autor: | Daniela Gonzales Quint, 鄧雅思 |
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| Rok vydání: | 2009 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 97 The main purpose of our study is to identify the relationship between service quality, customer satisfaction, and customer loyalty within the context of restaurants. Maintaining superior service quality is believed to influence customers’ post-sale behavior such as customer satisfaction and loyalty, which results beneficial consequences to business organizations. Those customers would go again as the restaurant offer a good service quality and upgrades their menu, their customers will talk favorably about the restaurant, and pay less attention to competing brands and is less sensitive to price. In this regard, our research is intentionally designed to find out this influence. To achieve the goal of this study, 130 valid questionnaires were utilized for data analysis. As results, the perception of service quality was found statistically significant different among several categories of eating interests. Among all dimensions of service quality, results of our regression analysis revealed that there is a significant influence of service quality in customer satisfaction and customer loyalty. These inform managements of restaurants that they are the most important aspects that customers take into consideration in their eating behaviors. The study also provides some managerial implications to managements of restaurants about important aspects of service quality. The surrounding, aspect in our findings, Moreover, a particular focus on improving the relationship with customers is also supported in our study. KEYWORDS: Service quality, customer satisfaction, customer loyalty, restaurants |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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