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Measuring the Service Quality, Customer Satisfaction, and Customer Loyalty of Selected Fast-Food Restaurants during the COVID-19 Pandemic
16 references·1 citing·43 second hop
Measuring the Service Quality, Customer Satisfaction, and Customer Loyalty of Selected Fast-Food Restaurants during the COVID-19 Pandemic (2023)Measuring the Service Quality, Customer S…Pandemics, tourism and global change: a rapid assessment of COVID-19 (2020)Pandemics, tourism and global…COVID-19: potential effects on Chinese citizens’ lifestyle and travel (2020)COVID-19: potential effects o…The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)The impact of e-service quali…Personality and prosocial behavior: A theoretical framework and meta-analysis. (2019)Personality and prosocial beh…Doing More with Less: Innovation Input and Output in Family Firms (2015)Doing More with Less: Innovat…Cronbach’s Coefficient Alpha (2014)Cronbach’s Coefficient AlphaUnderstanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)Understanding customer satisf…Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price (2009)Influence of the Quality of F…Combinative Effects of Innovation Types and Organizational Performance: A Longitudinal Study of Service Organizations (2009)Combinative Effects of Innova…Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? (2008)Perceptions of Chinese restau…Innovation as newness: what is new, how new, and new to whom? (2001)Innovation as newness: what i…Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Customer Satisfaction, Produc…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Consumer trust in Thai street food vendors: implications for the post-pandemic era (2024)Consumer trust in Thai street…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A Coefficient of Agreement for Nominal Scales (1960)Firm Resources and Sustained Competitive Advantage (1991)Firm resources and sustained competitive advantage (2004)In the Horns of the Dilemma: Socioemotional Wealth, Financial Wealth, and Acquisitions in Family Firms (2015)Innovation Through Tradition: Lessons From Innovative Family Businesses and Directions for Future Research (2016)Innovation in Family Firms: A Systematic Literature Review and Guidance for Future Research (2018)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Managerial Innovation: Conceptions, Processes and Antecedents (2011)Organizational innovation as an enabler of technological innovation capabilities and firm performance (2012)INNOVATION IN THE PUBLIC SECTOR: A SYSTEMATIC REVIEW AND FUTURE RESEARCH AGENDA (2015)Diffusion of Innovations 1 (2019)The balanced scorecard : measures that drive performance (1992)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)The Commitment-Trust Theory of Relationship Marketing (1994)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)An empirical examination of continuance intention of mobile payment services (2012)Customer loyalty: a review and future directions with a special focus on the hospitality industry (2015)Understanding the attitude and intention to use smartphone chatbots for shopping (2020)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)The role of E-service quality in shaping online meeting platforms: a case study from higher education sector (2020)The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country (2021)The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience (2021)Climate tipping points — too risky to bet against (2019)Pandemics, transformations and tourism: be careful what you wish for (2020)Reviving tourism industry post-COVID-19: A resilience-based framework (2020)The Global Macroeconomic Impacts of COVID-19: Seven Scenarios (2020)Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research (2020)Significance tests and goodness of fit in the analysis of covariance structures. (1980)When to use and how to report the results of PLS-SEM (2018)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2020Pandemics, tourism and global change: a rapid assessment of COVID-194,785 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services1,380 cited
  • 2009Combinative Effects of Innovation Types and Organizational Performance: A Longitudinal Study of Service Organizations1,268 cited
  • 2009Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China1,103 cited
  • 2015Doing More with Less: Innovation Input and Output in Family Firms928 cited
  • 2019The impact of e-service quality and customer satisfaction on customer behavior in online shopping917 cited
  • 2020COVID-19: potential effects on Chinese citizens’ lifestyle and travel820 cited
  • 2014Cronbach’s Coefficient Alpha767 cited
  • 2001Innovation as newness: what is new, how new, and new to whom?733 cited
  • 2009Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price

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727 cited
  • 2019Personality and prosocial behavior: A theoretical framework and meta-analysis.689 cited
  • 2008Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?640 cited
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    • 2024Consumer trust in Thai street food vendors: implications for the post-pandemic era15 cited