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Determinants of Customer-Perceived Service Quality in Fast-Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions

Summary: [This abstract is based on the authors' abstract.] A model with associated metrics is developed to examine the relationship between 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.

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  • Topics: Quality Management
  • Keywords: Food and Drug industry, Customer satisfaction (CS), Customer service, Customer retention, Service quality, Behavior
  • Author: Qin, Hong; Prybutok, Victor R.
  • Journal: Quality Management Journal