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Factors Influencing Customer Satisfa...

Kabir, Jahangir M.

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Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain: The Relationship Between Customer Satisfaction and Customer Loyalty.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain: The Relationship Between Customer Satisfaction and Customer Loyalty./
Author:	Kabir, Jahangir M.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2016,
Description:	226 p.
Notes:	Source: Dissertation Abstracts International, Volume: 78-03(E), Section: A.
Contained By:	Dissertation Abstracts International78-03A(E).
Subject:	Business administration. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10169573
ISBN:	9781369237610

Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain: The Relationship Between Customer Satisfaction and Customer Loyalty.
Kabir, Jahangir M.

Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain: The Relationship Between Customer Satisfaction and Customer Loyalty. - Ann Arbor : ProQuest Dissertations & Theses, 2016 - 226 p.

Source: Dissertation Abstracts International, Volume: 78-03(E), Section: A.

Thesis (D.B.A.)--Wilmington University (Delaware), 2016.

In this study of a regional fast food hamburger chain (subject hamburger chain), the relationship between customer satisfaction and its independent variables of service quality, food quality, physical environment, convenience, customer-facing technology, price and value, order accuracy, and speed of service are explored. Data for this quantitative cross-sectional study was collected from 1,042 customers at the subject hamburger chain. The results show that there is a statistically significant relationship between customer satisfaction and each of the independent variables. The results also show that there is a statistically significant difference in satisfaction based on race, income, age, marital status, and geographic location while there are no statistically significant differences in satisfaction based on gender, time of visit, and service delivery method. Furthermore, there is a statistically significant positive association between satisfaction and loyalty. Regression analysis reveals that order accuracy, speed of service, food quality, price and value are the most important predictors of satisfaction at the subject hamburger chain. As a result of the findings, the subject hamburger chain should focus on filling orders correctly, serve customers with speed, maintain food quality, and keep the price competitive to have positive impact on satisfaction. Satisfaction and loyalty are shown to be positively associated so an increase in satisfaction would result in an increase in loyalty.

ISBN: 9781369237610Subjects--Topical Terms:

3168311
Business administration.

Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain: The Relationship Between Customer Satisfaction and Customer Loyalty.
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245 1 0 $a Factors Influencing Customer Satisfaction at a Fast Food Hamburger Chain: The Relationship Between Customer Satisfaction and Customer Loyalty.
260 1 $a Ann Arbor : $b ProQuest Dissertations & Theses, $c 2016
300 $a 226 p.
500 $a Source: Dissertation Abstracts International, Volume: 78-03(E), Section: A.
500 $a Adviser: Amy L. Danley.
502 $a Thesis (D.B.A.)--Wilmington University (Delaware), 2016.
520 $a In this study of a regional fast food hamburger chain (subject hamburger chain), the relationship between customer satisfaction and its independent variables of service quality, food quality, physical environment, convenience, customer-facing technology, price and value, order accuracy, and speed of service are explored. Data for this quantitative cross-sectional study was collected from 1,042 customers at the subject hamburger chain. The results show that there is a statistically significant relationship between customer satisfaction and each of the independent variables. The results also show that there is a statistically significant difference in satisfaction based on race, income, age, marital status, and geographic location while there are no statistically significant differences in satisfaction based on gender, time of visit, and service delivery method. Furthermore, there is a statistically significant positive association between satisfaction and loyalty. Regression analysis reveals that order accuracy, speed of service, food quality, price and value are the most important predictors of satisfaction at the subject hamburger chain. As a result of the findings, the subject hamburger chain should focus on filling orders correctly, serve customers with speed, maintain food quality, and keep the price competitive to have positive impact on satisfaction. Satisfaction and loyalty are shown to be positively associated so an increase in satisfaction would result in an increase in loyalty.
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