Customer satisfaction has been extensively studied in marketing science and other business management disciplines. Yet, in quality management discipline, the question how customer satisfaction measured differs greatly from one business sector to another. The aim of this research is to explore the influencing factors on customer satisfaction, and explore the impact of customer satisfaction on behavioral intentions in pizza restaurants. A structural model was designed to predict the relationship between six constructs: food quality, service quality, quality of physical environment, customer perceived value, customer satisfaction, and behavioral intentions. The research model was assessed by using partial least squares structural equation modeling. Using SmartPLS software, a questionnaire of 386 responses collected from three local pizza restaurants customers in the west bank city of Nablus, Palestine was analyzed. The results demonstrate that customer perceived value has the strongest effect on customer satisfaction compared to the other three factors. The results also confirm that customer satisfaction positively affects behavioral intentions.

Title

Journal of Quality Assurance in Hospitality & Tourism

Publisher

Search Results Web results Taylor & Francis Group

Publisher Country

United Kingdom

Indexing

Scopus

Impact Factor

None

Publication Type

Both (Printed and Online)

Volume

20

Year

2019

Pages

709-728