Predictors of customer satisfaction in fast food restaurants

Oghenenyerhovwo R. Inoni ()
Additional contact information
Oghenenyerhovwo R. Inoni: Department of Marketing, Faculty of Management Sciences, Dennis Osadebay University, Asaba. Delta State, Nigeria

Economics and Management, 2024, vol. 21, issue 1, 199-213

Abstract: No matter how long a company has been in operation, achieving customer satisfaction (CS) is the ultimate goal. Businesses are able to generate profits and succeed if their customers are delighted with the services they provide. The goal of the study, therefore, is to identify some factors that determine CS in FFRs in Delta State, Nigeria. Using a structured questionnaire, data were collected from 309 respondents drawn from 12 FFRs. Data analysis was based on inferential and descriptive statistics. From the results, the bulk of clients are unmarried men with an average age of 39, and 69% of them had tertiary education. The findings also show that though SQ is the main predictor, FQ, PV, and RE all significantly affect CS. Given the fierce competition in the market, managers of FFRs must make sure that the food they serve is consistently of high quality and offers good value for the money, while creating a visually appealing environment to minimize customers' complaints and switching behaviour.

Keywords: customer satisfaction; fast food restaurants; food quality; restaurant environment; perceived product value; Nigeria (search for similar items in EconPapers)
JEL-codes: D12 M30 M31 (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://em.swu.bg/images/SpisanieIkonomikaupload/S ... %20OF%20CUSTOMER.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:neo:journl:v:21:y:2024:i:1:p:199-213

DOI: 10.37708/em.swu.v21i1.13

Access Statistics for this article

More articles in Economics and Management from Faculty of Economics, SOUTH-WEST UNIVERSITY "NEOFIT RILSKI", BLAGOEVGRAD Contact information at EDIRC.
Bibliographic data for series maintained by Vladislav Krastev ().