顾客满意度与快餐店：对大学生的实证研究

Q2 Agricultural and Biological Sciences

Journal of Foodservice Business Research Pub Date : 2023-11-02 DOI:10.1080/15378020.2022.2056396

T. Le, Van Ky Long Nguyen, Thị Thu Hiền Lê, Thi Thanh Huong Nguyen, Khoa Nguyen Vu

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引用次数: 0

摘要

ABSTRACT 快餐业在过去几十年里在全世界日益普及。在越南，人们对快餐的需求不断增加。此外，快餐店在越南也很受欢迎，尤其是在岘港。本研究的目的是使用 DINESERV 量表来评估影响岘港快餐店顾客满意度的因素。通过对越南岘港一所大学的 184 名受访者进行在线调查，评估了快餐店的顾客满意度。调查结果显示，食品质量对顾客满意度的影响不大，但服务质量、价格和物质环境对顾客满意度有积极影响。本文为餐馆老板提供了潜在的方法，使他们能够更好地理解价格、服务质量和物理环境的作用，从而提高顾客满意度。

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Customer satisfaction and fast-food restaurants: an empirical study on undergraduate students

ABSTRACT 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.

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来源期刊

Journal of Foodservice Business Research Agricultural and Biological Sciences-Food Science

CiteScore

4.40

自引率

0.00%

发文量

期刊介绍： The Journal of Forecasting is an international journal that publishes refereed papers on forecasting. It is multidisciplinary, welcoming papers dealing with any aspect of forecasting: theoretical, practical, computational and methodological. A broad interpretation of the topic is taken with approaches from various subject areas, such as statistics, economics, psychology, systems engineering and social sciences, all encouraged. Furthermore, the Journal welcomes a wide diversity of applications in such fields as business, government, technology and the environment.