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首页> 外文会议>Decision Sciences Institute Annual Meeting >DETERMINANTS OF CUSTOMER-PERCEIVED SERVICE QUALITY IN FAST-FOOD RESTAURANTS (FFRS) AND THEIR RELATIONSHIP TO CUSTOMER SATISFACTION AND BEHAVIORAL INTENTIONS
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DETERMINANTS OF CUSTOMER-PERCEIVED SERVICE QUALITY IN FAST-FOOD RESTAURANTS (FFRS) AND THEIR RELATIONSHIP TO CUSTOMER SATISFACTION AND BEHAVIORAL INTENTIONS

机译：速食餐厅（FFRS）中客户感知的服务质量的决定因素及其与客户满意度和行为倾向的关系

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摘要

The intent of this study is to develop a metric of service quality in fast-food restaurants, and to examine the relationships among service quality, food quality, price/value, customer satisfaction and behavioral intentions. Significant difference between frequent customers and less frequent customers is found. Food quality and price/value are still viewed as strong predictors of customer satisfaction, combined with service quality. Among the five dimensions of service quality, employee behaviors and responsiveness are two most important factors in determining customer satisfaction. These areas have practical implications for both food and service designs, and for the development of pricing strategies.
机译：这项研究的目的是开发一种快餐店服务质量的度量标准，并研究服务质量，食品质量，价格/价值，顾客满意度和行为意图之间的关系。发现常客和不常客之间有显着差异。食品质量和价格/价值仍然被视为与服务质量相结合的强有力的客户满意度预测指标。在服务质量的五个维度中，员工的行为和响应能力是确定客户满意度的两个最重要的因素。这些领域对于食品和服务设计以及定价策略的开发都具有实际意义。

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