IDEAS home Printed from https://ideas.repec.org/a/ids/ijbire/v32y2023i1p1-24.html
   My bibliography  Save this article

Assessment of service innovation in the quick service restaurants

Author

Listed:
  • Rajani Kumari Sarangal
  • Rajesh Singh

Abstract

The present study is an attempt to analyse the impact of service innovation on customer satisfaction and experience. The impact of customer experience on customer satisfaction has also been examined. Furthermore, the study also identified the mediating role of customer experience in between service innovation and customer satisfaction. The sample respondents were 221 quick service restaurant customers specifically from McDonald's, Domino's Pizza, Pizza Hut, Café Coffee Day, and KFC located in three cities of India, in particular Jammu, Chandigarh and Delhi (North India). Structural equation modelling has been used to test the relationship between the constructs. The study proposed a model on the basis of several hypothetical relationships which have resulted from an extant review of the literature. The proposed model is then tested empirically, which reflects the influence of SI on CS and CE and further, the influence of CE on CS in the select quick service restaurants in India.

Suggested Citation

  • Rajani Kumari Sarangal & Rajesh Singh, 2023. "Assessment of service innovation in the quick service restaurants," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 32(1), pages 1-24.
    • Handle: RePEc:ids:ijbire:v:32:y:2023:i:1:p:1-24
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=134255
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbire:v:32:y:2023:i:1:p:1-24. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=203 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.