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

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.

[img]
Preview
Text
service_quality.pdf

Download (119Kb) | Preview

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
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

Actions (login required)

View Item View Item