Customer Satisfaction Impact on Behavioral Intentions: The Case of Pizza Restaurants in Nablus City

Abstract

Customer satisfaction has been extensively studied in marketing science and other business management disciplines. Yet, in quality management discipline, the question how customer satisfaction measured differs greatly from one business sector to another. The aim of this research is to explore the influencing factors on customer satisfaction, and explore the impact of customer satisfaction on behavioral intentions in pizza restaurants. A structural model was designed to predict the relationship between six constructs: food quality, service quality, quality of physical environment, customer perceived value, customer satisfaction, and behavioral intentions. The research model was assessed by using partial least squares structural equation modeling. Using SmartPLS software, a questionnaire of 386 responses collected from three local pizza restaurants customers in the west bank city of Nablus, Palestine was analyzed. The results demonstrate that customer perceived value has the strongest effect on customer satisfaction compared to the other three factors. The results also confirm that customer satisfaction positively affects behavioral intentions.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 28 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.