DocumentCode :
3471380
Title :
The impact of service quality, customer satisfaction and loyalty in the restaurant industry: Moderating effect of perceived value
Author :
Kuo, N.T. ; Chang, K.C. ; Cheng, Y.S. ; Lai, Cara H.
Author_Institution :
Dept. of Tourism Manage., Ming Chung Univ., Taipei, Taiwan
fYear :
2011
fDate :
14-17 Sept. 2011
Firstpage :
551
Lastpage :
555
Abstract :
This study contributes to a conceptual model that, reflecting the mediating role of customer satisfaction and the moderating role of perceived value, indicates the effect of service quality on customer loyalty in the restaurant industry. The analysis confirms that customer satisfaction is positively influenced by service quality, whereas customer loyalty is positively influenced by customer satisfaction. Furthermore, customer loyalty is indirectly influenced by service quality through customer satisfaction. Finally, other key finding is the relationship between customer satisfaction and customer loyalty, which is stronger for customers who perceive high value than for those who perceive low value. According to the findings, the implications and future research directions are provided.
Keywords :
catering industry; consumer behaviour; customer satisfaction; customer services; quality control; customer loyalty; customer perception; customer satisfaction; restaurant industry; service quality; Customer satisfaction; Equations; Industries; Mathematical model; Psychology; Reliability; customer loyalty; customer satisfaction; perceived value; service quality;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Quality and Reliability (ICQR), 2011 IEEE International Conference on
Conference_Location :
Bangkok
Print_ISBN :
978-1-4577-0626-4
Type :
conf
DOI :
10.1109/ICQR.2011.6031600
Filename :
6031600
Link To Document :
بازگشت