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

Year: 2007

Type: article

Abstract: 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.

Source: Sunway Institutional Repository (Sunway University)

Authors: Sheau Fen Yap, Mew Lian Kew

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W163059282

FWCI: 3.901

Cites: 56

Cited by: 97

Related to: 10