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Factors Influencing Customer Satisfa...
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Kabir, Jahangir M.
Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain : = The Relationship Between Customer Satisfaction and Customer Loyalty.
紀錄類型:
書目-語言資料,手稿 : Monograph/item
正題名/作者:
Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain :/
其他題名:
The Relationship Between Customer Satisfaction and Customer Loyalty.
作者:
Kabir, Jahangir M.
面頁冊數:
1 online resource (226 pages)
附註:
Source: Dissertation Abstracts International, Volume: 78-03(E), Section: A.
Contained By:
Dissertation Abstracts International78-03A(E).
標題:
Business administration. -
電子資源:
click for full text (PQDT)
ISBN:
9781369237610
Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain : = The Relationship Between Customer Satisfaction and Customer Loyalty.
Kabir, Jahangir M.
Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain :
The Relationship Between Customer Satisfaction and Customer Loyalty. - 1 online resource (226 pages)
Source: Dissertation Abstracts International, Volume: 78-03(E), Section: A.
Thesis (D.B.A.)--Wilmington University (Delaware), 2016.
Includes bibliographical references
In this study of a regional fast food hamburger chain (subject hamburger chain), the relationship between customer satisfaction and its independent variables of service quality, food quality, physical environment, convenience, customer-facing technology, price and value, order accuracy, and speed of service are explored. Data for this quantitative cross-sectional study was collected from 1,042 customers at the subject hamburger chain. The results show that there is a statistically significant relationship between customer satisfaction and each of the independent variables. The results also show that there is a statistically significant difference in satisfaction based on race, income, age, marital status, and geographic location while there are no statistically significant differences in satisfaction based on gender, time of visit, and service delivery method. Furthermore, there is a statistically significant positive association between satisfaction and loyalty. Regression analysis reveals that order accuracy, speed of service, food quality, price and value are the most important predictors of satisfaction at the subject hamburger chain. As a result of the findings, the subject hamburger chain should focus on filling orders correctly, serve customers with speed, maintain food quality, and keep the price competitive to have positive impact on satisfaction. Satisfaction and loyalty are shown to be positively associated so an increase in satisfaction would result in an increase in loyalty.
Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2018
Mode of access: World Wide Web
ISBN: 9781369237610Subjects--Topical Terms:
1148568
Business administration.
Index Terms--Genre/Form:
554714
Electronic books.
Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain : = The Relationship Between Customer Satisfaction and Customer Loyalty.
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Source: Dissertation Abstracts International, Volume: 78-03(E), Section: A.
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Thesis (D.B.A.)--Wilmington University (Delaware), 2016.
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Includes bibliographical references
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In this study of a regional fast food hamburger chain (subject hamburger chain), the relationship between customer satisfaction and its independent variables of service quality, food quality, physical environment, convenience, customer-facing technology, price and value, order accuracy, and speed of service are explored. Data for this quantitative cross-sectional study was collected from 1,042 customers at the subject hamburger chain. The results show that there is a statistically significant relationship between customer satisfaction and each of the independent variables. The results also show that there is a statistically significant difference in satisfaction based on race, income, age, marital status, and geographic location while there are no statistically significant differences in satisfaction based on gender, time of visit, and service delivery method. Furthermore, there is a statistically significant positive association between satisfaction and loyalty. Regression analysis reveals that order accuracy, speed of service, food quality, price and value are the most important predictors of satisfaction at the subject hamburger chain. As a result of the findings, the subject hamburger chain should focus on filling orders correctly, serve customers with speed, maintain food quality, and keep the price competitive to have positive impact on satisfaction. Satisfaction and loyalty are shown to be positively associated so an increase in satisfaction would result in an increase in loyalty.
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