The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemic
The purpose of this research is to examine the influence of Service Quality (SQ), Fair Price (FP) and Restaurant Environment (RE) on Customer Loyalty (LOY), via the mediating role of Customer Satisfaction (SAT) in the context of the restaurant industry at Ho Chi Minh City after Covid-19 pandemic, by...
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| Format: | Article |
| Language: | Vietnamese |
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TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH
2023-02-01
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| Series: | Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh |
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| Online Access: | https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/2269 |
| _version_ | 1797353603449487360 |
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| author | Hà Nam Khánh Giao |
| author_facet | Hà Nam Khánh Giao |
| author_sort | Hà Nam Khánh Giao |
| collection | DOAJ |
| description | The purpose of this research is to examine the influence of Service Quality (SQ), Fair Price (FP) and Restaurant Environment (RE) on Customer Loyalty (LOY), via the mediating role of Customer Satisfaction (SAT) in the context of the restaurant industry at Ho Chi Minh City after Covid-19 pandemic, by interviewing 385 customers at medium size restaurants. Structural Equation Modeling (SEM) was used to test hypothesis relationships. The outcome of this research shows that factors affecting SAT positively, by decreasing the importance: SQ, RE, and FP. In contrast, SAT also leads to LOY. Moreover, SAT significantly mediates the association among SQ, FP, RE, and LOY. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty. |
| first_indexed | 2024-03-08T13:33:24Z |
| format | Article |
| id | doaj.art-6c23bb558ca24d6c9910bb4f418223e5 |
| institution | Directory Open Access Journal |
| issn | 2734-9306 2734-9578 |
| language | Vietnamese |
| last_indexed | 2024-03-08T13:33:24Z |
| publishDate | 2023-02-01 |
| publisher | TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH |
| record_format | Article |
| series | Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh |
| spelling | doaj.art-6c23bb558ca24d6c9910bb4f418223e52024-01-17T03:30:21ZvieTẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINHTạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh2734-93062734-95782023-02-0118551910.46223/HCMCOUJS.econ.vi.18.5.2269.20231843The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemicHà Nam Khánh Giao0Học viện Hàng không Việt Nam, Thành phố Hồ Chí MinhThe purpose of this research is to examine the influence of Service Quality (SQ), Fair Price (FP) and Restaurant Environment (RE) on Customer Loyalty (LOY), via the mediating role of Customer Satisfaction (SAT) in the context of the restaurant industry at Ho Chi Minh City after Covid-19 pandemic, by interviewing 385 customers at medium size restaurants. Structural Equation Modeling (SEM) was used to test hypothesis relationships. The outcome of this research shows that factors affecting SAT positively, by decreasing the importance: SQ, RE, and FP. In contrast, SAT also leads to LOY. Moreover, SAT significantly mediates the association among SQ, FP, RE, and LOY. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/2269chất lượng dịch vụgiá cả hợp lýlòng trung thành khách hàngmôi trường nhà hàngsự thỏa mãn khách hàng |
| spellingShingle | Hà Nam Khánh Giao The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemic Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh chất lượng dịch vụ giá cả hợp lý lòng trung thành khách hàng môi trường nhà hàng sự thỏa mãn khách hàng |
| title | The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemic |
| title_full | The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemic |
| title_fullStr | The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemic |
| title_full_unstemmed | The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemic |
| title_short | The influence of service quality, fair price and restaurant environment on customer loyalty in the restaurant’s industry at Ho Chi Minh City after Covid-19 pandemic |
| title_sort | influence of service quality fair price and restaurant environment on customer loyalty in the restaurant s industry at ho chi minh city after covid 19 pandemic |
| topic | chất lượng dịch vụ giá cả hợp lý lòng trung thành khách hàng môi trường nhà hàng sự thỏa mãn khách hàng |
| url | https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/2269 |
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