...SERVICE QUALITY AND CUSTOMER SATISFACTION: ANTECEDENTS OF CUSTOMER’S RE-PATRONAGE INTENTIONS YAP SHEAU FENa KEW MEI LIAN KDU College ABSTRACT 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. Key words: Service Quality, Customer Satisfaction, Re-patronage Intentions, Restaurant INTRODUCTION In today’s fast-paced and increasingly competitive market, the bottom line of a firm’s marketing strategies and tactics is to make profits and contribute to the growth of the company. Customer satisfaction, quality and retention are global issues that affect all organizations, be it large or small, profit or non-profit, global or local. Many companies are interested in studying, evaluating and implementing marketing strategies that aim at improving customer retention and maximizing share of customers in view of the beneficial effects on the financial performance for the firm...
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...Which Elements are Important to Customers in Fast Food Restaurants: Food quality, Time, and Price. Introduction A phenomenon anyone can easily observe is that people eat more meals outside their home than before(Kara, Kaynak, & Kucukemiroglu, 1997), and fast-food has increasingly become popular over the past decades (Pereira et al., 2005). When people are short of time, sick and tired of preparing for meals at home, or hatred to waiting, they willingly go out and eat meals. According to some authors (French, Story, Neumark-Sztainer, Fulkerson, & Hannan, 2001), between 1977 and 1995 the fast-food industry had experienced 200% rapid growth whereas other restaurant industry had been grown only by 150%. Adolescents visit a fast food restaurant more than twice every week on average, indicating that out of at least two-and-a-half of the away-from-home meals are eaten by them, and this trend is expected to continue in the future (French, et al., 2001). According to Namkung and Jang (2007), the very first objective of business is to satisfy customers, and in turn, have them repurchase. Food quality is one of the most important reasons that we repeatedly patronize a certain restaurant because after all is said and done, the fundamental reason of going to restaurants is to have meals. Therefore, food quality has received by far more attention from researchers than any other elements of restaurants (Jang, Ha, & Silkes, 2009), and their efforts have been continued on...
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...FACTORS RELATED TO CONSUMERS’ PREFERENCES OF FAST FOOD PRODUCTS IN BANGLADESH: A CASE STUDY Dr. Nazrul Islam Professor, Department of Business Administration East West University, Dhaka, Bangladesh Fax: 880-2-8812336 Email: nazrulislam@ewubd.edu G. M. Shafayet Ullah MBA Student East West University, Dhaka, Bangladesh Email: shafayet_ewu@yahoo.com & Syed Tufikul Bary Abu Nasim MBA Student East West University, Dhaka, Bangladesh Email: syed.nasim.bd@gmail.com Correspondence: Dr. Nazrul Islam, Professor Department of Business Administration East West University 43 Mohakhali C/A Dhaka 1212, Bangladesh Fax: 880-2-8812336 Email: nazrulislam@ewubd.edu FACTORS RELATED TO CONSUMERS’ PREFERENCES OF FAST FOOD PRODUCTS IN BANGLADESH: A CASE STUDY Abstract Fast food is a high growing industrial sector of Bangladesh as it is concerned with the tastes and habits of the people. The food-taking habit has been changing very fast among the people of Dhaka - the capital city of Bangladesh over last decade. The reasons could be attributed by the increase of awareness, growth of education, development of information technology, and expansion of television and print media in Bangladesh. This paper aims at identifying the preference factors of fast food consumers living in Dhaka city. This study was conducted among the university students who are used to take fast food at their leisure time. To conduct the study, a total of 250 respondents...
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...TECHNICAL REPORT TOURISM MASTER PLAN (ISLAND AND COASTAL TOURISM) [PANGKOR ISLAND] REIZENEILAND TOURISM WORKSHOP 4 (TPHM 2202) WORKSHOP MASTER 4 BR. MUHAMMAD ALI BIN A. RAHMAN NO. | CONSULTANT | MATRIC NO. | 1. | ZUL AZIM SHAFFIQ BIN DARSO | 1313867 | 2. | NUR HAMIZAH BINTI ISHAK | 1316676 | 3. | TENGKU PUTERI NURFAZLINA BINTI T. OMAR | 1417212 | 4. | NUR SYAMIMIE BINTI SHAHIDAN | 1319914 | 5. | AZIANI BINTI AZIZI | 1313728 | 6. | NUR ADILAH BINTI ADNAN | 1318646 | 7. | NUR AFIQAH BINTI MOHD AZIZ | 1317958 | 8. | NURUL FARAHIN BINTI MOHAMAD HUSSIN | 1311780 | 9. | NUR HIDAYAH BINTI AB. SALAM | 1315622 | TABLE OF CONTENTS No table of contents entries found. CHAPTER 1: INTRODUCTION 1.1 INTRODUCTION First and foremost, the consultant has been given a task to prepare and complete Technical Report of Tourism Master Plan. The purpose of preparation Technical Report is vital in a way of formulation Tourism Master Plan. In this report, the consultant needs to analyse all the findings collected from the case study area which is Pangkor Island. Apart from that, the preparation of technical report is the third stage before proceeding to the final stage which is completing of Tourism Master Plan itself. Besides that, the theme that has been selected is Island and Coastal Tourism. Thus, this chapter will present the purpose of the study and identification of the report goal and objectives. Last but not least, this chapter also includes study...
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...How has the United Nations performed as an agent of mediation and peace-brokering in ethnic conflicts? Answer with reference to the UN role in Rwanda and Sri Lanka. Dr. John O’ Brennan Founded in 1945 with lofty ambitions to advance prosperity and security in the world, the United Nations Organisation (UN) is best endowed to conduct preventive diplomacy by preventing disputes and conflicts arising from interstate and intrastate relationships. It may be argued that the UN currently possess the capability to prevent such conflicts and disputes from emerging and escalating into armed confrontation (Ododa Opiyo 2012:61). Having developed peacekeeping as a form of impartial interposition between belligerents during the Suez Crisis in 1956, the UN has continually broadened its sphere of action. The organisations first 15 years of activity entailed of 15 operations however, between 1988 and December 2012, the UN set up fifty-four such operations to restore or maintain peace. Those missions extended from “simple interposition, as in the case of UNIIMOG in 1988, to enforcement operations mandated by the UN Security Council in Resolutions 770 (1992) for the former Yugoslavia and 794 (1992) for Somalia” (Hatto 2013:497). These operations consisted of humanitarian assistance, election supervision, the repatriation of refugees, the disarmament, demobilisation and reintegration of former combatants, the restoration of a state's ability to maintain security out of respect for the rule of law...
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...European Journal of Marketing Service behaviors that lead to satisfied customers Kathryn Frazer Winsted Article information: To cite this document: Kathryn Frazer Winsted, (2000),"Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 Iss 3/4 pp. 399 - 417 Permanent link to this document: http://dx.doi.org/10.1108/03090560010311920 Downloaded on: 16 September 2014, At: 19:29 (PT) References: this document contains references to 72 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 5472 times since 2006* Downloaded by UNIVERSITI MALAYSIA TERENGGANU At 19:29 16 September 2014 (PT) Users who downloaded this article also downloaded: Kathryn Frazer Winsted, (2000),"Patient satisfaction with medical encounters – a cross#cultural perspective", International Journal of Service Industry Management, Vol. 11 Iss 5 pp. 399-421 Göran Svensson, (2006),"New aspects of research into service encounters and service quality", International Journal of Service Industry Management, Vol. 17 Iss 3 pp. 245-257 Göran Svensson, (2006),"The interactive interface of service quality: A conceptual framework", European Business Review, Vol. 18 Iss 3 pp. 243-257 Access to this document was granted through an Emerald subscription provided by 460805 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information...
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...3 Managerial Decision Making: Sherman's Business Course Barbara E. Walvoord Loyola College in Maryland A. Kimbrough Sherman Loyola College in Maryland This chapter begins the discussion of the four classes the research team studied. A. Kimbrough Sherman's production management course is a required course which deals with the operational aspects of a business, such as what goods and services it provides, where it locates, and how it organizes resources, people, and processes. The course has two major thrusts: (1) strategic and tactical decision making and (2) standard (mostly quantitative) decision techniques. Writing in Sher- man's course was directed at the strategic and tactical areas. We (Walvoord and Sherman) collaborated in gathering the data and writing the chapter with generous help from McCarthy and other team members, who helped to shape the study, check data, and critique chapter drafts. Like the other classroom chapters that follow, this chapter addresses our research questions (p. 4) through an examination of Sherman's expectations and each of the six areas of difficulty we constructed for all the classrooms, focusing on how Sherman's methods and the students' strategies appeared to have affected the difficulties. (We follow the basic organizational pattern we outlined on p. 15. Our definitions of difficulties and strategies appear...
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...Rodolfo Baggio Marianna Sigala Alessandro Inversini Juho Pesonen Editors Information and Communication Technologies in Tourism 2014 eProceedings of the ENTER 2014 PhD Workshop in Dublin, Ireland. January 21, 2014 Preface The advent of Information and communication technology (ICT) has had a paramount impact on tourism. The effects of this revolution continue to change the nature of contemporary tourism on a day-to-day base. The globalization of information, open innovation, better access, collaboration in a generation of information and technological convergence, have all contributed to the design of a new scientific paradigm. Thanks to our passion for research and to the continuous advancements in the technological ecosystem as well as the possibility of better understanding human activity and behavior we are on the threshold of a new era of the social science of tourism. This new social and technological paradigm affects tourism and human mobility in a way that gives the research process unheard-of possibilities. The current level of technological development allows for the construction of objects that are smaller, more intelligent and embedded in the environment and even wearable. These objects, which record and learn our habits are connected to the Internet and they have computing capabilities. They can also be interconnected and generate large quantities of information to benefit the environment in which they are located as well as the travellers that possess...
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...and this rise is being led by Short Message Service (SMS) advertising. Despite the growing number of worldwide companies adopting SMS advertising, very little is understood about consumer reactions to this medium. In particular, little academic research has been conducted on consumers’ acceptance of this medium and their behavioural responses to advertising messages. In addition, researchers have thus far been unable to identify the impact of culture on acceptance and response to SMS advertising. This research aims to bridge the gap between academic knowledge and advertising practice by testing five potential drivers of consumer acceptance of SMS advertising as well as the relationships between the acceptance of SMS advertising, intention to receive SMS advertising and behavioural responses to SMS advertising. This research is conducted cross-nationally by comparing Australian and South Korean consumers. In order to test the hypotheses proposed in this study, a survey...
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...Graduate School, have examined the dissertation entitled EMPLOYABILITY SKILLS AND STUDENTS’ SELF-PERCEIVED COMPETENCE FOR CAREERS IN THE HOSPITALITY INDUSTRY Presented by Godwin-Charles A. Ogbeide A candidate for the degree of Doctor of Philosophy And hereby certify that in their opinion it is worthy of acceptance. _____________________________________________ Robert Terry, Jr., Ph.D., Agricultural Education _____________________________________________ Bryan L. Garton, Ph.D., Agricultural Education _____________________________________________ Robert M. Torres, Ph.D., Agricultural Education _____________________________________________ James Groves, Ph.D., Hotel & Restaurant Management _____________________________________________ Seonghee Cho, Ph.D., Hotel & Restaurant Management ACKNOWLEDGMENTS I would like to extend my boundless gratitude to many people. Let me start by thanking God for guiding me through this journey and for giving me the gift of faith, hope, knowledge, understanding, counsel, fortitude, and wisdom to choose wisely. I couldn’t have got this far without His advocate. Dr. Robert Terry, Jr., my major advisor, thank you for giving me hope when I was down, you have a...
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...AACSB Table 10-1: Summary of Faculty Qualifications, Development Activities, and Professional Responsibilities Date Range: January 1, 2007 - August 1, 2012 Accounting: Professor | | | | | | | Five-Year Summary of Development Activities Supporting AQ or PQ Status | | Name | Highest Earned Degree & Year | Date of First Appointment to the School | Percent of Time Dedicated to the School's Mission | Acad Qual | Prof Qual | Other | Intell. Contrib. | Prof. Exper. | Consult. | Prof. Develop. | Other Prof. Activities | NormalProfessionalResponsibilities | | | | | | | | | | | | | | Som Bhattacharya | Ph D, 1994 | | 100.0 | YES | | | 12 (5) | Service: 0Work: 0 | 0 | 0 | Editor/Review: 6Other:13 | UG, GR, RES, SER and ADM | Intellectual Contributions (12) Hopwood, W., Bhattacharya, S., Premuroso, R. (2011). Tasteless Tea Company: A Comprehensive Revenue Transaction Cycle Case Study. Issues in Accounting Education, 26(1), 163-179. Cao, J., Nicolaou, A., Bhattacharya, S. (2010). A Longitudinal Study of market and Firm Level Factors Influencing ERP Systems’ Adoption and Post-Implementation System Enhancement Options. 7th Annual International Conference on Enterprise Systems, Accounting, and Logistics. Rhodos: ICESAL. Behara, R., Bhattacharya, S. (2008). DNA of a successful BPO. Journal of Service Science, 1(1), 111-118. Premuroso, R., Bhattacharya, S. (2008). Do Early Members of XBRL International Signal Superior Corporate Governance and Future...
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...Running head: GLOBAL BUSINESS CULTURAL ANALYSIS: JAPAN Global Business Cultural Analysis: Japan Albert G. Rodriguez Liberty University Abstract Japan is very similar and very unlike the US. It was amazing to research so many different aspects of one country. The major elements of this country are its culture and how these affect the country itself. How the people process these elements is very important and this is how the Japanese culture develops. From here we move on to see how this compares to US. We look to see how the US compares in their culture when brought next to Japan. Finally we will see how the US manager can be an international manager in Japan. This is mainly done through sensitivity to the other’s culture. This sometimes includes changing the way we act, and other times it is being sensitive to the other culture that is before us. Global Business Cultural Analysis: Japan Japan is an island cluster off the coasts of Russia, South Korea, and China. It is specifically located to the east of the Sea of Japan. It is composed of four major islands and over six-thousand minor ones. The four major islands are: Hokkaido, Honshu, Shikoku and Kyushu. It has thousands of shrines, national parks and even imperial palaces. The country of Japan is often called the Land of the Rising Sun. It has one of the largest populations in the world by country despite being such a small country. It has the highest life expectancy in the world (83.10). The islands are also...
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...PEPSI COLA [pic] Introduction: Pepsi Cola started in the January 1898, from a small Drug store in the city of North Carolina. The owner of the Drug store, Mr. Caleb Bradham, prepared a drink, which the customers called "the Bred Drink". Bred registered this drink with the name of Pepsi Cola in 1903. Then he started his own production at Marco level and established his own company. The business expanded and this drink got fame time. In 1909 this company reached to 24 states of America with more than 250 dealers. The very first packing of Pepsi was in 16.5 ounce. In 1932 Pepsi cola has introduced its new packing in 12 ounce. In 1950 Pepsi Cola has started its new Advertising Campaign with the name of "Refresh without Filling". It also changed the chemical formula and decreased its sweetness and calories. With the efforts of the Sales & Marketing Department, Pepsi got so much fame that it established new plants at a rate of thirty per annum. In 1985 the design of the bottle has been changed after 20 years. And a new and attractive packaging has been offered with two new flavor i.e., Teem & Mirinda. Today Pepsi is available in more than 160 countries of the world including Soviet Union & China. HISTORY OF PEPSI COLA: 2001 Pepsi puts "a little twist on a great thing," introducing lemon-flavored Pepsi Twist and Diet Pepsi Twist. The product launch marks the return to lemon-flavored...
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...In this introductory chapter the rationale for and philosophy behind Images of Strategy are outlined. We argue that the conventional twentieth-century history of management and strategy leads us to unquestioningly assume that organizations are, for all people at all times, triangular hierarchies; that strategy is enacted by ‘the men at the top’, and that it is about longterm planning, directing, organizing and controlling. At a philosophical level, we deconstruct this history before reconstructing an alternative vision – one based on a broader ‘pre-modern’ heritage. Here, organization could take many forms and strategy could, correspondingly, be many things and be seen through many images. At a practical level, we use the analogy of how people are oriented and animated by maps to argue that this broader heritage simply reinstates a more pragmatic view of how everyday people use many different frameworks in developing strategy in complex environments over time. 1 Images of Strategy STEPHEN CUMMINGS AND DAVID WILSON The young lieutenant of a Hungarian detachment in the Alps sent a reconnaissance unit into the icy wilderness. It began to snow immediately, and unexpectedly continued to snow for two days. The unit did not return. The lieutenant feared that he had dispatched his own people to death. However, on the third day the unit came back. Where had they been? How had they made their way? ‘Yes,’ they said: ‘We considered ourselves lost and waited for the end. We did...
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...Review of Marketing Research Review of Marketing Research VOLUME 1 Naresh K. Malhotra Editor M.E.Sharpe Armonk, New York London, England 4 AUTHOR Copyright © 2005 by M.E.Sharpe, Inc. All rights reserved. No part of this book may be reproduced in any form without written permission from the publisher, M.E. Sharpe, Inc., 80 Business Park Drive, Armonk, New York 10504. Library of Congress ISSN: 1548-6435 ISBN 0-7656-1304-2 (hardcover) Printed in the United States of America The paper used in this publication meets the minimum requirements of American National Standard for Information Sciences Permanence of Paper for Printed Library Materials, ANSI Z 39.48-1984. ~ MV (c) 10 9 8 7 6 5 4 3 2 1 CHAPTER TITLE 5 REVIEW OF MARKETING RESEARCH EDITOR: NARESH K. MALHOTRA, GEORGIA INSTITUTE OF TECHNOLOGY Editorial Board Rick P. Bagozzi, Rice University Ruth Bolton, Arizona State University George Day, University of Pennsylvania Morris B. Holbrook, Columbia University Michael Houston, University of Minnesota Shelby Hunt, Texas Tech University Dawn Iacobucci, Northwestern University Arun K. Jain, University at Buffalo, State University of New York Barbara Kahn, University of Pennsylvania Wagner Kamakura, Duke University Donald Lehmann, Columbia University Robert F. Lusch, University of Arizona Kent B. Monroe, University of Illinois, Urbana A. Parasuraman, University of Miami William Perreault, University of North Carolina Robert A. Peterson, University...
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