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首页> 外文会议>IEEE International Conference on Industrial Engineering and Engineering Management >The delivery of service quality to increase customer repurchase behaviour and customer satisfaction at fast food outlets in central johannesburg, South Africa
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The delivery of service quality to increase customer repurchase behaviour and customer satisfaction at fast food outlets in central johannesburg, South Africa

机译：在南非约翰内斯堡中部的快餐店提供服务质量，以提高客户的回购行为和客户满意度

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摘要

The purpose of this paper is to determine the satisfaction level and repurchase behaviour of customers from fast food outlets (FFO), with regard to the five service quality dimensions. The focal point of the paper is to evaluate the fast food outlets (FFO), service quality through customer satisfaction. The higher the level of customer satisfaction, the greater the impact on customer retention and repurchasing behaviour. A questionnaire was established from SERVQUAL (Perceptions vs Expectations) and repurchasing behaviour concepts. The research required a convenient sampling method. Data obtained was analysed using description analysis to determine whether service quality perceived, leads to repeat purchases. After the composite analysis was conducted, it indicated a disparity between customers' perceptions and expectations. The overall service quality of the three combined fast food outlets using the SERVQUAL instrument resulted in negative gap average of (-0.6174) indicating that customers' expectations exceed perceptions. Consequently, customers are dissatisfied with service perceived.
机译：本文的目的是针对五个服务质量维度来确定客户对快餐店（FFO）的满意度和回购行为。本文的重点是通过客户满意度评估快餐店（FFO）的服务质量。客户满意度越高，对客户保留率和回购行为的影响越大。从SERVQUAL（感知与期望）和回购行为概念中建立了调查表。该研究需要一种方便的采样方法。使用描述分析对获得的数据进行分析，以确定感知到的服务质量是否导致重复购买。进行综合分析后，它表明客户的看法和期望之间存在差异。使用SERVQUAL仪器的三个组合快餐店的整体服务质量导致（-0.6174）的负平均差距，表明客户的期望超出了预期。因此，客户对所感知的服务不满意。

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