Dublin Core
Title
Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC
Creator
George Kofi Amoako, Livingstone Divine Caesar, Robert Kwame Dzogbenuku, Gifty Agyeiwah Bonsu
Description
Purpose
This paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.
Design/methodology/approach
In total, 500 randomly sampled KFC restaurant customers were surveyed using a quantitative research design. The partial least square technique was used for data analysis.
Findings
This paper shows that service quality and recovery directly impact customers' repurchase intention. The results further showed that a positive and significant connection exists between customer satisfaction and repurchase intentions.
Practical implications
The study recommends that KFC utilizes service quality dimensions to meet their customers' expectations and elicit repurchase intentions necessary to remain competitive in the fast-food industry.
Originality/value
This paper highlights the impact of service quality in developing loyal …
This paper investigates the effects of service quality on customer satisfaction and repurchase intentions among customers of the KFC Fast Food Restaurant Chains.
Design/methodology/approach
In total, 500 randomly sampled KFC restaurant customers were surveyed using a quantitative research design. The partial least square technique was used for data analysis.
Findings
This paper shows that service quality and recovery directly impact customers' repurchase intention. The results further showed that a positive and significant connection exists between customer satisfaction and repurchase intentions.
Practical implications
The study recommends that KFC utilizes service quality dimensions to meet their customers' expectations and elicit repurchase intentions necessary to remain competitive in the fast-food industry.
Originality/value
This paper highlights the impact of service quality in developing loyal …
Publisher
Emerald Publishing Limited
Date
2023
Source
https://scholar.google.com/citations?view_op=view_citation&hl=en&user=hXmr_bYAAAAJ&citation_for_view=hXmr_bYAAAAJ:pxXbYLTb8EgC
Language
English