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Service quality and customer satisfaction : antecedents of customer's re-patronage intentions

This study was designed to examine the relationship between service quality, customer satisfaction and customer?s re-patronage intentions in the context of the restaurant industry. The respondents were 377 restaurant patrons who completed the self-administered questionnaire. Pearson Correlation anal...

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Main Authors: Yap, Sheau Fen, Kew, Mew Lian
Format: Article
Language:English
Published: Sunway University College 2007
Subjects:
HF Commerce
TX Home economics
Online Access:http://eprints.sunway.edu.my/46/1/service_quality.pdf
http://eprints.sunway.edu.my/46/
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spelling my.sunway.eprints.462012-10-15T07:18:34Z http://eprints.sunway.edu.my/46/ Service quality and customer satisfaction : antecedents of customer's re-patronage intentions Yap, Sheau Fen Kew, Mew Lian HF Commerce TX Home economics This study was designed to examine the relationship between service quality, customer satisfaction and customer?s re-patronage intentions in the context of the restaurant industry. The respondents were 377 restaurant patrons who completed the self-administered questionnaire. Pearson Correlation analysis indicated that service quality and customer satisfaction had a direct positive effect on customer?s re-patronage intentions. Multiple Linear Regression highlighted customer satisfaction as a stronger predictor of re-patronage intentions compared to service quality. Possible interpretations, limitations, and implications for marketing professionals are discussed. Sunway University College 2007 Article PeerReviewed text en http://eprints.sunway.edu.my/46/1/service_quality.pdf Yap, Sheau Fen and Kew, Mew Lian (2007) Service quality and customer satisfaction : antecedents of customer's re-patronage intentions. Sunway Academic Journal, 4. pp. 59-73.
institution Sunway University
building Sunway Campus Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Sunway University
content_source Sunway Institutional Repository
url_provider http://eprints.sunway.edu.my/
language English
topic HF Commerce
TX Home economics
spellingShingle HF Commerce
TX Home economics
Yap, Sheau Fen
Kew, Mew Lian
Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
description This study was designed to examine the relationship between service quality, customer satisfaction and customer?s re-patronage intentions in the context of the restaurant industry. The respondents were 377 restaurant patrons who completed the self-administered questionnaire. Pearson Correlation analysis indicated that service quality and customer satisfaction had a direct positive effect on customer?s re-patronage intentions. Multiple Linear Regression highlighted customer satisfaction as a stronger predictor of re-patronage intentions compared to service quality. Possible interpretations, limitations, and implications for marketing professionals are discussed.
format Article
author Yap, Sheau Fen
Kew, Mew Lian
author_facet Yap, Sheau Fen
Kew, Mew Lian
author_sort Yap, Sheau Fen
title Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
title_short Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
title_full Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
title_fullStr Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
title_full_unstemmed Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
title_sort service quality and customer satisfaction : antecedents of customer's re-patronage intentions
publisher Sunway University College
publishDate 2007
url http://eprints.sunway.edu.my/46/1/service_quality.pdf
http://eprints.sunway.edu.my/46/
_version_ 1644324225482227712
score 13.211869

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