The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industry

ABSTRACT

The purpose of this study was to use customers’ perspectives to develop a conceptual model for improving service quality and enhancing customer satisfaction and loyalty. The 197 samples were selected from customers of leading fast food franchise enterprises in Taiwan. The research results indicate that service quality positively influences customer satisfaction and customer loyalty. Service quality positively influences customer loyalty through customer satisfaction. The research findings indicate that managers need to ensure they have efficient service quality to enhance customer satisfaction and customer loyalty levels.

KEYWORDS:

• Customer loyalty
• customer satisfaction
• service quality