Volltext herunterladen
(364.0 KB)
Zitationshinweis
Bitte beziehen Sie sich beim Zitieren dieses Dokumentes immer auf folgenden Persistent Identifier (PID):
https://nbn-resolving.org/urn:nbn:de:0168-ssoar-66467-7
Export für Ihre Literaturverwaltung
Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast campus
[Zeitschriftenartikel]
Abstract This study sought to examine the effects of service quality and customer satisfaction on the repurchase intentions of customers of restaurants on University of Cape Coast Campus. The survey method was employed involving a convenient sample of 200 customers of 10 restaurants on the University of Cap... mehr
This study sought to examine the effects of service quality and customer satisfaction on the repurchase intentions of customers of restaurants on University of Cape Coast Campus. The survey method was employed involving a convenient sample of 200 customers of 10 restaurants on the University of Cape Coast Campus. A modified DINESERV scale was used to measure customers’ perceived service quality. The results of the study indicate that four factors accounted for 50% of the variance in perceived service quality, namely; responsiveness-assurance, empathy-equity, reliability and tangibles. Service quality was found to have a significant effect on customer satisfaction. Also, both service quality and customer satisfaction had significant effects on repurchase intention. However, customer satisfaction could not moderate the effect of service quality on repurchase intention. This paper adds to the debate on the dimensions of service quality and provides evidence on the effects of service quality and customer satisfaction on repurchase intention in a campus food service context.... weniger
Thesaurusschlagwörter
Zuverlässigkeit; Hochschule; Ghana; Universität; Zufriedenheit; Befragung; Kundenorientierung; Stichprobe; Dienstleistung; Essverhalten
Klassifikation
Allgemeines, spezielle Theorien und "Schulen", Methoden, Entwicklung und Geschichte der Wirtschaftswissenschaften
Freie Schlagwörter
university campus; restaurant; customer satisfaction; repurchase intention; service quality
Sprache Dokument
Englisch
Publikationsjahr
2018
Seitenangabe
S. 27-36
Zeitschriftentitel
Journal of Tourism, Heritage & Services Marketing, 4 (2018) 2
DOI
https://doi.org/10.5281/zenodo.1247542
ISSN
2529-1947
Status
Veröffentlichungsversion; begutachtet (peer reviewed)
Lizenz
Creative Commons - Namensnennung, Nicht kommerz., Keine Bearbeitung 4.0