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How Does Transparency Complement Customer Satisfaction and Loyalty in the Restaurant Business?

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  • Shiv Ratan Agrawal
  • Divya Mittal

Abstract

The study is an attempt to identify the preferred transparency components from customers’ viewpoint which complements customer satisfaction and loyalty through assurance and reliability in the Indian restaurant business. The study focused on the traditional restaurant settings in Madhya Pradesh (MP), India. A total of 477 usable responses were gathered from customers who dine out frequently in the traditional restaurants. The study disclosed the relative importance of transparency dimensions to improve service-quality dimensions (assurance and reliability) that in turn complement customer satisfaction and loyalty towards the restaurant business.

Suggested Citation

  • Shiv Ratan Agrawal & Divya Mittal, 2019. "How Does Transparency Complement Customer Satisfaction and Loyalty in the Restaurant Business?," Global Business Review, International Management Institute, vol. 20(6), pages 1423-1444, December.
    • Handle: RePEc:sae:globus:v:20:y:2019:i:6:p:1423-1444
    DOI: 10.1177/0972150919848935
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    References listed on IDEAS

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    1. Kanagaretnam, Kiridaran & Mestelman, Stuart & Nainar, S.M. Khalid & Shehata, Mohamed, 2010. "Trust and reciprocity with transparency and repeated interactions," Journal of Business Research, Elsevier, vol. 63(3), pages 241-247, March.
    2. Nguyen, Bang & Klaus, Philipp “Philâ€, 2013. "Retail fairness: Exploring consumer perceptions of fairness towards retailers’ marketing tactics," Journal of Retailing and Consumer Services, Elsevier, vol. 20(3), pages 311-324.
    3. Rajdeep Grewal & Joseph A. Cote & Hans Baumgartner, 2004. "Multicollinearity and Measurement Error in Structural Equation Models: Implications for Theory Testing," Marketing Science, INFORMS, vol. 23(4), pages 519-529, June.
    4. Mittal, Divya & Agrawal, Shiv Ratan, 2016. "Price transparency reflects assurance and reliability," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 43-51.
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    Cited by:

    1. Abderahman Rejeb & Alireza Abdollahi & Karim Rejeb & Mohamed M. Mostafa, 2023. "Tracing knowledge evolution flows in scholarly restaurant research: a main path analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(3), pages 2183-2209, June.

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