Purpose: The purpose of this study is to determine the effect of price, service quality, food quality, physical environment and customer satisfaction on customer loyalty of A&W customers in Jakarta. ...Design/methodology/approach: The research design used in this research is descriptive research and causal research. Questionnaires were distributed as an effort to collect data using a 5-point Likert scale to measure variables. The research sample was obtained through a purposive sampling method of 200 respondents. This study used the Structural Equation Modeling (SEM) method with SmartPLS 4.0 as a test tool. Findings: The results of this study indicate that price, service quality, food quality, and physical environment have an effect on customer satisfaction of A&W customers in Jakarta. In addition, customer satisfaction has an effect on customer loyalty of A&W customers in Jakarta. Research limitations/implications: This research only focuses on one object of a fast food restaurant (A&W fast food restaurant); taking a limited number of research samples from A&W fast food restaurant customers in the Jakarta area due to time and cost constraints; and only focuses on the effect of price, service quality, food quality, physical environment and customer satisfaction on customer loyalty. Practical implications: Fast food restaurants can consider the results of this study to ensure and evaluate customer satisfaction and customer loyalty from their fast food restaurants. Thus, when customers are loyal, fast food restaurants can retain their customers and develop their business better in the future. Originality/value: This study will provide a reference for evaluating the business strategy of fast food restaurants related to price, service quality, food quality, physical environment and customer satisfaction in increasing customer loyalty and outperforming its competitors. Paper type: Research paper.
Digital transformation has altered the way customers interact with restaurants. As a result, digital transformation has had an enormous impact, changing restaurant customer value. Therefore, this ...research aims to develop a dynamic and sustainable method for creating customer value in digital transformation. This study suggested digital dynamic capabilities and digital customer orientation as a process model (i.e., sensing, seizing, transforming, and refining) to develop digital transformation and create a dynamic customer value. We chose fast-food restaurants in Egypt to examine the proposed model using a qualitative approach of semi-structured interviews with fast-food managers and hospitality experts. The findings indicated that fast-food restaurants’ different digital transformation capabilities and tools (e.g., value innovation, SWOT analysis, artificial intelligence, new technology selection criteria, digital maturity, building several digital platforms, and gathering and analyzing customers’ online reviews) help them create customer value. However, interviewees highlighted how well-suited the suggested digital dynamic capabilities are to serve as drivers of digital transformation in fast-food restaurants and create a dynamic customer value. This research expands the dynamic capabilities theory by adding digital customer orientation (i.e., proactive and reactive to customer feedback) to develop digital transformation and create customer value in fast-food restaurants. This research provides fast-food restaurant managers with an in-depth explanation of how to implement the digital dynamic capabilities model for executing digital transformation and developing a new dynamic customer value.
Meals from full-service restaurants (FS) and fast-food restaurants (FF) are an integral part of US diets, but current levels and trends in consumption, healthfulness, and related sociodemographic ...disparities are not well characterized.
We aimed to assess patterns and nutritional quality (using validated American Heart Association AHA diet scores) of FS and FF meals consumed by US adults.
Serial cross-sectional investigation utilizing 24-h dietary recalls in survey-weighted, nationally representative samples of 35,015 adults aged ≥20 y from 7 NHANES cycles, 2003–2016.
Between 2003 and 2016, American adults consumed ~21 percent of energyfrom restaurants (FS: 8.5% in 2003–2004, 9.5% in 2015–2016, P-trend = 0.38; FF: 10.5%; 13.4%, P-trend = 0.31). Over this period, more FF meals were eaten for breakfast (from 4.4% to 7.6% of all breakfasts, P-trend <0.001), with no changes for lunch (15.2% to 15.3%) or dinner (14.6% to 14.4%). In 2015–2016, diet quality of both FS and FF were low, with mean AHA diet scores of 31.6 and 27.6 (out of 80). Between 2003 and 2016, diet quality of FF meals improved slightly, (the percentage with poor quality went from 74.6% to 69.8%; and with intermediate quality, from 25.4% to 30.2%; P-trend <0.001 each). Proportions of FS meals of poor (~50%) and intermediate (~50%) quality were stable over time, with <0.1% of consumed FS or FF meals meeting ideal quality. Disparities in FS meal quality persisted by race/ethnicity, obesity status, and education and worsened by income; whereas disparities in FF meal quality persisted by age, sex, and obesity status and worsened by race/ethnicity, education, and income.
Between 2003 and 2016, FF and FS meals provided 1 in 5 calories for US adults. Modest improvements occurred in nutritional quality of FF, but not FS, meals consumed, and the average quality for both remained low with persistent or widening disparities. These findings highlight the need for strategies to improve the nutritional quality of US restaurant meals.
Studying brand love is vital for hospitality establishments because it helps them understand their customers’ feelings and perceptions toward their brands, especially with the growing number of ...hospitality brands. However, previous hospitality research has neglected the relationship between customer value and brand love. Therefore, this study investigates the influence of customer value on brand love of fast-food restaurants with a moderating role of electronic word of mouth. The research model was empirically evaluated on 385 fast-food restaurant brand customers in Greater Cairo, Egypt, who had previously participated in restaurants’ online communities. We used structural equation modeling to examine the research data. Results indicated that customer value is crucial in increasing brand love sub-dimensions (i.e., intimacy, passion, and commitment). The results also confirmed that the utilitarian value affects more than the hedonic value of brand love sub-dimensions, and the latter significantly impacted customer loyalty. In addition, electronic word of mouth moderated the relationship between the two types of customer value and brand love sub-dimensions. Hence, the current study adds a new factor (i.e., customer value) that affects the brand love of restaurants to the hospitality literature. Accordingly, the study will present several practical implications to increase customer value and, thus, brand love and customer loyalty.
El presente trabajo de investigación sobre la eficiencia del Sistema de Calidad en el restaurante el Patio Outdoor de la ciudad de Manta, emerge de la necesidad y de la obligación de aplicar las ...normas básicas y fundamentales de higiene y seguridad para la manipulación de los alimentos del área de la cocina del restaurante, apegándose a los estándares de calidad regidos a nivel mundial y siendo espectadores del incremento en los últimos años de la costumbre de comer fuera de casa, lo que ha permitido que este tipo de establecimientos sean rentables y cada vez existan nuevos locales con un nivel de competencia alto.
Dentro del ámbito restaurantero la eficacia y eficiencia del manejo de los alimentos es crucial, ya que los procesos de manipulación de alimentos, higiene y seguridad en la actualidad se convierten en un instrumento de prevención de enfermedades vinculadas con los alimentos, teniendo en cuenta que bajo ningún concepto se puede exponer en riesgo la salud de los clientes, recalcando que éste restaurante cuenta con un ambiente familiar y acogedor, es visitado por personas de diferentes gustos, edades, clase social y nivel de educación.
Éste estudio, sin lugar a duda, será una herramienta primordial para brindar un servicio de calidad a todos los comensales del restaurante en mención. El método de investigación que se empleó es deductivo, partiendo de lo general a lo particular, se aplicaron técnicas de observación y entrevistas realizadas a los involucrados en la cocina del restaurante, los mismos que proporcionaron información real de la situación actual del establecimiento.
Jollibee is one of the most widely known fast food in Filipino-based restaurants in the world. However, the COVID-19 pandemic has impacted restaurants across the world. The decrease in profit and ...dividend, and even closure of branches were evident. This study aimed to determine the relationships between Jollibee’s price, food quality, culture/social influence, and service quality through the SERVQUAL dimensions on customer satisfaction during the COVID-19 pandemic using the structural equation modeling (SEM) approach. A total of 303 respondents were recruited using a purposive sampling approach to answer an online survey through social media platforms. This study found that among the factors mentioned, responsiveness, reliability, and assurance dimensions yielded to be statistically insignificant to the service quality. Due to the normal attributes the staff and restaurant have, the different factors were deemed insignificant. At the same time, the service quality was observed to have the largest significant direct relationship with customer satisfaction, followed by the cultural influence, food quality, COVID-19 protocols, and pricing. It was also seen that cleanliness and appearance, empathetic staff, food quality, price, and proper implementation of COVID-19 protocol prevention would lead to high levels of satisfaction among customers in Jollibee fast-food restaurant. Moreover, cultural/social influence has played a big role seeing that the indicators represent the feeling of belongingness since childhood. This study is the first study that analyzed the factors affecting the customer satisfaction of Jollibee. Finally, this study could be used as a basis for fast-food companies and service-related industries to increase its performance by enhancing customer satisfaction worldwide.
The fast-food industry has grown in popularity in the last few decades around the world. In Vietnam, the demand for fast food is increasing. Moreover, fast-food restaurants are popular in Vietnam, ...especially in Da Nang. The purpose of this research is to use the DINESERV scale to evaluate the factors that impact customer satisfaction in fast-food restaurants in Da Nang. A total of 184 respondents of a university in Da Nang, Vietnam from an online survey were used to assess customer satisfaction in fast-food restaurants. The findings revealed that food quality is not a significant influence on customer satisfaction but service quality, price and physical environment have positive impacts. This paper provides potential ways for restaurateurs to improve customer satisfaction by improving their understanding of the roles of the price, service quality, and physical environment.
•Examines effect of children on the sound environment of dining areas.•Observations and measurements taken from a fast-food environment in China.•Effect of more children on sound pressure level is ...non-linear.•Sound environment is influenced by children’s number, gender, and combination.
While an increasing number of studies are examining the effect of the sound environment in restaurants, this study is the first to examine the effect of children on the sound environment of dining areas. We measured children’s behaviour and the sound pressure level in a dining area and investigated acoustic comfort and sound source to ascertain the influence of the number of children, behaviour, and gender combinations while playing on the sound environment of a typical fast-food restaurant in Harbin City, China. The results demonstrate that, first, with fewer than four children, the sound pressure level (SPL) increases significantly when the number of children increases (e.g., by 2.8dBA per child). However, when the number of children exceeds four, the SPL is almost stabilised. Second, sound sources heard by people in the dining area can also be influenced by the number of children; the sound of communication among children increased by 12% and then decreased by 20% as the number of children increased. Finally, the number of children affects acoustic comfort by 2.2 (on a 5 point scale) due to the duration of the Max SPL, and by 1.0 due to the percentage of screaming and communicating. These results demonstrate that the sound environment can be improved by changing the number of children and their combination groups.
Low-calorie menu items as optimal defaults may encourage healthier choices when people eat out. Limited research has studied default effects from the restauranteurs’ perspective, as well as the ...public health perspective.
To examine the effects of optimal defaults on calories ordered, dietary autonomy, and visit intention in the context of a fast-food drive-through.
Between-subjects randomized scenario-based experiment.
In all, 377 adults who lived in the United States were recruited through a crowdsourcing platform in July 2020.
Participants were asked to visualize ordering a combo meal in a fast-food drive-through. They were randomly assigned to order from 1 of 3 menu boards: (1) menu items available for combos by customer choice, (2) combos that included traditional high-calorie default items, or (3) combos that included low-calorie optimal defaults.
Differences in calories ordered among groups, dietary autonomy, and restaurant visit intention.
Statistical tests included multiple regression, Kruskal-Wallis, χ2, and 1-way analysis of variance. Covariates such as education and sex were tested in regression models as potential confounders.
Compared with the choice combo meals, optimal combo meals reduced calories ordered by consumers (−337 kcal, standard error = 19, P < .001), while traditional combos increased them (+132 kcal, standard error = 20, P < .001). No significant difference was found in visit intention. Dietary autonomy was affected by the optimal defaults (P = .025), even in participants with high health concern. Conversely, the traditional combo’s effect on dietary autonomy was moderated by health concern (B = −0.26, P = .023), with only individuals with very high levels of health concern perceiving less autonomy.
Optimal defaults provided a robust reduction in calories ordered but had implications for dietary autonomy.
This study builds on a strong theoretical background to investigate the relationship between Corporate Social Responsibility (CSR) and consumer repurchase intention through a corporate reputation for ...McDonald’s distribution channel in Viet Nam. The study was carried out using two methods, qualitative and quantitative research. Qualitative research was conducted using deep interviews with twelve respondents. After being added from qualitative research, the official scale with twenty-one observed variables is used in quantitative research. A quantitative research approach with 279 valid samples was conducted to test the scale and theoretical model. Collected data were analyzed by using SPSS and AMOS software. The results demonstrated a positive impact of CSR on corporate reputation and repurchase intention. This study adds to the existing literature on the role of CSR in marketing by finding that a good corporate reputation along with relevant and integrated CSR activities has a much stronger impact on the repurchase intention of consumers. Findings from research have shown that inappropriate CSR practices can negatively impact the behavior of certain consumers. In the short term, McDonald’s CSR activities may convince consumers to repurchase, but it may not be very convincing and there is no guarantee that this repurchasing behavior will last, as only continuous CSR activities contribute to sustainable behaviour. Therefore, the theoretical contribution of this study is to introduce corporate reputation as a long-term benefit to the relationship between CSR and consumer repurchase intention.
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