Factors influencing Customer Contentment in Fast Food Restaurants Amid the COVID-19 Pandemic: A study from Lahore district
DOI:
https://doi.org/10.61506/01.00054Keywords:
Structure Equation Modeling, Fast Food Restaurants, COVID 19, Service qualityAbstract
Fast food restaurants are a big hit in today’s world but there was a huge set back to these restaurants during COVID 19 pandemic. Restaurants face huge losses. They also changed dynamics of their operations offering different services. The dine-in mode changed to takeaways and delivery along with car dine-ins. This paper aims to determine relationship between factors including service quality, cultural and social dynamics, COVID 19 protocols, price and customer satisfaction. This study can be used as a basis for fast food restaurants and other related industries to enhance customer satisfaction worldwide.
References
Abdullah, D. N. M. A., & Rozario, F. (2009). Influence of service and product quality towards customer satisfaction: A case study at the staff cafeteria in the hotel industry. World Academy of Science, Engineering and Technology, 53, 185-190.
Albari, A., & Kartikasari, A. (2019). The influence of product quality, service quality, and price on customer satisfaction and loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49-64.
Andaleeb, S. S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model. Journal of services marketing.
Ardyan, E., Tanus, E. D., Sani, F. A., & Marselinus, S. C. (2023). Customer Satisfaction During the Post Covid-19 Pandemic: Testing the Effect of Food Quality, Packaging, And Customer Trust. Review of Management and Entrepreneurship, 7(2).
Audi, M., Ali, A., & Roussel, Y. (2021). The Advancement in Information and Communication Technologies (ICT) and Economic Development: A Panel Analysis. International Journal of Innovation, Creativity and Change, 15(4), 1013-1039.
Banterle, A.; Cavaliere, A.; Carraresi, L.; Stranieri, S. (2013). Food smes face increasing competition in the EU market: Marketing Management Capability is a tool for becoming a price maker. Agribusiness, 30, 113–131.
Bowen, J. T., & McCain, S. L. C. (2015). Transitioning loyalty programs: A commentary on the relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 27(3), 415-430.
Bowen, J.T. Chen McCain, S.L. Transitioning loyalty programs. Int. J. Contemp. Hosp. Manag. 2015, 27, 415–430.
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications policy, 25(4), 249-269.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of marketing, 69(4), 210-218.
Ha, J., & Jang, S. S. (2013). Attributes, consequences, and consumer values: A means‐ end chain approach across restaurant segments. International Journal of Contemporary Hospitality Management.
Hanaysha, J., & Hilman, H. (2015). Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia. Mediterranean Journal of Social Sciences,6(4), 458-465.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: The experiences of individual employees. Managing Service Quality: An International Journal,14(1), 40-57.
Hui, E. C., & Zheng, X. (2010). Measuring customer satisfaction of FM service in housing sector: A structural equation model approach. Facilities, 28(5), 306-320.
Kalaja, R., Myshketa, R., & Scalera, F. (2016). Service quality assessment in health care sector: the case of Durres public hospital. Procedia-Social and Behavioral Sciences, 235, 557-565.
Limakrisna, N., & Ali, H. (2016). Model of customer satisfaction: Empirical study at fast food restaurants in bandung. International Journal of Business and Commerce, 5(6), 132-146.
Line, N. D., Hanks, L., & Kim, W. G. (2016). Hedonic adaptation and satiation: Understanding switching behavior in the restaurant industry. International Journal of Hospitality Management, 52, 143-153.
Liu, P., & Tse, E. C. Y. (2018). Exploring factors on customers’ restaurant choice: an analysis of restaurant attributes. British Food Journal, 120(10), 2289-2303.
Mwangi, C.W. Strategic Responses to Competition among Large Fast Food Restaurants in Nairobi Central Business District. Ph.D. Thesis, School of Business, University of Nairobi, Nairobi, Kenya, 2010.
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), 231-243.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, 102414.
Omar, M. S., Ariffin, H. F., & Ahmad, R. (2016). Service quality, customers’ satisfaction and the moderating effects of gender: A study of Arabic restaurants. Procedia-Social and Behavioral Sciences, 224, 384-392.
Ong, A. K. S., Cleofas, M. A., Prasetyo, Y. T., Chuenyindee, T., Young, M. N., Diaz, J. F. T., ... & Redi, A. A. N. P. (2021). Consumer behavior in the clothing industry and its relationship with open innovation dynamics during the COVID-19 pandemic. Journal of Open Innovation: Technology, Market, and Complexity, 7(4), 211.
Ong, A. K. S., Prasetyo, Y. T., Mariñas, K. A., Perez, J. P. A., Persada, S. F., Nadlifatin, R., ... & Buaphiban, T. (2022). Factors affecting customer satisfaction in fast food restaurant “Jollibee” during the COVID-19 pandemic. Sustainability, 14(22), 15477.
Qin, G., & Prybutok, V. R. (2008). Determinants of customer-perceived service quality in fast- food restaurants and their relationship to customer satisfaction and behavioral intentions. Quality Management Journal, 15(2), 35-50.
Sabir, R. I., Ghafoor, O., Hafeez, I., Akhtar, N., &Rehman, A. U. (2014). Factors affecting customer‟s satisfaction in restaurants industry in Pakistan. International Review of Management and Business Research,3(2), 869-876.
Serhan, M., & Serhan, C. (2019). The impact of food service attributes on customer satisfaction in a rural university campus environment. International journal of food science, 2019.
Young, M. N., & Nadlifatin, R. (2022). Choosing a package carrier during COVID-19 pandemic: An integration of pro-environmental planned behavior (PEPB) theory and Service Quality (SERVQUAL). Journal of cleaner production, 346, 131123.
