Paper Title
A Study of Relationships among Service Performance, Customer Satisfaction and Behavioral Loyalty
Start Date
6-1-2011 4:00 PM
End Date
6-1-2011 4:45 PM
Track
2. Track 2 - Poster Session
Subject Area
Food Service
Faculty Member
Dr. Po-Ju Chen, pchen@mail.ucf.edu Dr. Ji Eun Lee, jielee@mail.ucf.edu
Abstract
The objectives of this study are to identify unique attributes and/or factors to determine service quality at Bar-restaurants and to examine the relationships among service quality, customer satisfaction, and their behavioral loyalty at the Bar-restaurants. A questionnaire was developed based on the previous studies and focus groups reviewed the questionnaire to establish the content validity of this study. This study will use descriptive statistics, factor analysis, and structural equation modeling techniques. The results of this study will contribute to developing a theoretical model to measure service quality at Bar-restaurants and to providing managerial implications to meet and/or exceed customers’ satisfaction and loyalty at bar-restaurants.
Keywords
Bar-restaurant, service quality, customer satisfaction, behavioral loyalty, DINESERV, SERVQUAL
A Study of Relationships among Service Performance, Customer Satisfaction and Behavioral Loyalty
The objectives of this study are to identify unique attributes and/or factors to determine service quality at Bar-restaurants and to examine the relationships among service quality, customer satisfaction, and their behavioral loyalty at the Bar-restaurants. A questionnaire was developed based on the previous studies and focus groups reviewed the questionnaire to establish the content validity of this study. This study will use descriptive statistics, factor analysis, and structural equation modeling techniques. The results of this study will contribute to developing a theoretical model to measure service quality at Bar-restaurants and to providing managerial implications to meet and/or exceed customers’ satisfaction and loyalty at bar-restaurants.