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.
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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.
| Item Type: | Article |
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| Additional Information: | Authors affiliated with KDU College. |
| Uncontrolled Keywords: | service quality; customer satisfaction; re-patronage intentions; restaurant |
| Subjects: | H Social Sciences > HF Commerce T Technology > TX Home economics |
| Divisions: | Others > Non Sunway Academics |
| Depositing User: | Administrator Admin |
| Date Deposited: | 15 Oct 2012 07:18 |
| Last Modified: | 15 Oct 2012 07:18 |
| URI: | http://eprints.sunway.edu.my/id/eprint/46 |
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