Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
This study was designed to examine the relationship between service quality, customer satisfaction and customer?s re-patronage intentions in the context of the restaurant industry. The respondents were 377 restaurant patrons who completed the self-administered questionnaire. Pearson Correlation anal...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Sunway University College
2007
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| Subjects: | |
| Online Access: | http://eprints.sunway.edu.my/46/ http://eprints.sunway.edu.my/46/1/service_quality.pdf |
| _version_ | 1848801730447278080 |
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| author | Yap, Sheau Fen Kew, Mew Lian |
| author_facet | Yap, Sheau Fen Kew, Mew Lian |
| author_sort | Yap, Sheau Fen |
| building | SU Institutional Repository |
| collection | Online Access |
| description | This study was designed to examine the relationship between service quality, customer satisfaction and customer?s re-patronage intentions in the context of the restaurant industry. The respondents were 377 restaurant patrons who completed the self-administered questionnaire. Pearson Correlation analysis indicated that service quality and customer satisfaction had a direct positive effect on customer?s re-patronage intentions. Multiple Linear Regression highlighted customer satisfaction as a stronger predictor of re-patronage intentions compared to service quality. Possible interpretations, limitations, and implications for marketing professionals are discussed. |
| first_indexed | 2025-11-14T21:12:06Z |
| format | Article |
| id | sunway-46 |
| institution | Sunway University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:12:06Z |
| publishDate | 2007 |
| publisher | Sunway University College |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-462012-10-15T07:18:34Z http://eprints.sunway.edu.my/46/ Service quality and customer satisfaction : antecedents of customer's re-patronage intentions Yap, Sheau Fen Kew, Mew Lian HF Commerce TX Home economics This study was designed to examine the relationship between service quality, customer satisfaction and customer?s re-patronage intentions in the context of the restaurant industry. The respondents were 377 restaurant patrons who completed the self-administered questionnaire. Pearson Correlation analysis indicated that service quality and customer satisfaction had a direct positive effect on customer?s re-patronage intentions. Multiple Linear Regression highlighted customer satisfaction as a stronger predictor of re-patronage intentions compared to service quality. Possible interpretations, limitations, and implications for marketing professionals are discussed. Sunway University College 2007 Article PeerReviewed text en http://eprints.sunway.edu.my/46/1/service_quality.pdf Yap, Sheau Fen and Kew, Mew Lian (2007) Service quality and customer satisfaction : antecedents of customer's re-patronage intentions. Sunway Academic Journal, 4. pp. 59-73. |
| spellingShingle | HF Commerce TX Home economics Yap, Sheau Fen Kew, Mew Lian Service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| title | Service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| title_full | Service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| title_fullStr | Service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| title_full_unstemmed | Service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| title_short | Service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| title_sort | service quality and customer satisfaction : antecedents of customer's re-patronage intentions |
| topic | HF Commerce TX Home economics |
| url | http://eprints.sunway.edu.my/46/ http://eprints.sunway.edu.my/46/1/service_quality.pdf |