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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| Format: | Article |
| Language: | en |
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Sunway University College
2007
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| Online Access: | http://eprints.sunway.edu.my/46/1/service_quality.pdf http://eprints.sunway.edu.my/46/ |
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| _version_ | 1831341245443604480 |
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| author | Yap, Sheau Fen Kew, Mew Lian |
| author_facet | Yap, Sheau Fen Kew, Mew Lian |
| author_sort | Yap, Sheau Fen |
| building | Sunway Campus Library |
| collection | Institutional Repository |
| content_provider | Sunway University |
| content_source | Sunway Institutional Repository |
| continent | Asia |
| country | Malaysia |
| 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 |
| id | my.sunway.eprints.46 |
| institution | Sunway University |
| language | en |
| publishDate | 2007 |
| publisher | Sunway University College |
| record_format | eprints |
| 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. |
| spellingShingle | HF Commerce TX Home economics Yap, Sheau Fen Kew, Mew Lian Service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| title | 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_short | 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 |
| topic | HF Commerce TX Home economics |
| url | http://eprints.sunway.edu.my/46/1/service_quality.pdf http://eprints.sunway.edu.my/46/ |
| url_provider | http://eprints.sunway.edu.my/ |