IDEAS home Printed from https://ideas.repec.org/a/neo/journl/v21y2024i1p199-213.html
   My bibliography  Save this article

Predictors of customer satisfaction in fast food restaurants

Author

Listed:
  • Oghenenyerhovwo R. Inoni

    (Department of Marketing, Faculty of Management Sciences, Dennis Osadebay University, Asaba. Delta State, Nigeria)

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.

Suggested Citation

  • Oghenenyerhovwo R. Inoni, 2024. "Predictors of customer satisfaction in fast food restaurants," Economics and Management, Faculty of Economics, SOUTH-WEST UNIVERSITY "NEOFIT RILSKI", BLAGOEVGRAD, vol. 21(1), pages 199-213.
    • Handle: RePEc:neo:journl:v:21:y:2024:i:1:p:199-213
    DOI: 10.37708/em.swu.v21i1.13
    as

    Download full text from publisher

    File URL: https://em.swu.bg/images/SpisanieIkonomikaupload/SpisanieIkonomika2024/13.%20EM_1_2024_PREDICTORS%20OF%20CUSTOMER.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.37708/em.swu.v21i1.13?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Keywords

    customer satisfaction; fast food restaurants; food quality; restaurant environment; perceived product value; Nigeria;
    All these keywords.

    JEL classification:

    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    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:neo:journl:v:21:y:2024:i:1:p:199-213. 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: Vladislav Krastev (email available below). General contact details of provider: https://edirc.repec.org/data/feswubg.html .

    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.