The influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty
Bibliographic Data
| ID | 21295054 |
|---|---|
| Authors | Bagyalakshmi Gopi (0000-0001-8179-2887, Management and Science University), Nusrah Samat (0000-0001-7550-7461, Management and Science University) |
| Year | 2020 |
| Volume | 122 |
| Issue | 10 |
| Pages | 3213-3226 |
| Publication date | 2020-09-28 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | British Food Journal (JOURNAL) |
| Journal identifiers | ISSN: 0007-070X • E-ISSN: 1758-4108 |
| Publisher | Emerald (PUBLISHER) |
| DOI | 10.1108/bfj-02-2020-0110 |
| OpenAlex | W3088736052 |
| Language | EN |
| Citations received | 12 |
| References cited | 24 |
Purpose Service quality has been highlighted as the vital element in fulfilling customers' needs, which contributes to the customers' evaluation on the services given. As food truck business is increasingly popular in Malaysia, it is important for the food trucks' service provider to ensure that their service quality meets the standard to satisfy the customers in order to build customer loyalty. Therefore, the aim of this study is to investigate the relationship between food trucks' service quality with customer satisfaction and its impact toward customer loyalty. The customer service was measured using service quality (SERVQUAL) attributes (tangibles, reliability, responsiveness, assurance and empathy). Design/methodology/approach A quantitative study was conducted to examine the influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty. A total of 100 food truck customers have been randomly selected to answer the self-administered questionnaire. Data collected were analyzed using frequency, descriptive, reliability, Pearson correlation and regression analysis. Findings Findings indicated that three out of five attributes of service quality have significant relationships toward customer satisfaction. They are tangibles ( β = 0.225, p < 0.05), reliability ( β = 0.349, p < 0.05) and assurance ( β = 0.311, p < 0.05). Moreover, the customer loyalty ( β = 0.643, p < 0.01) has a significant relationship with customer satisfaction. Originality/value Service quality can be characterized as the discrepancy between customer service standards and actual service. When expectations are higher than performance, perceived quality is less than acceptable and therefore consumer disappointment exists which eventually decreases customer loyalty toward a product or services. The study suggested that physical image of the food trucks' service like physical facilities, how the service being performed and also courtesy and knowledge of the food trucks' employees are very important to transfer confidence and trust to customers, which then will influence them to be loyal
Business · Customer advocacy · Customer delight · Customer retention · Customer satisfaction · Loyalty business model · Service (business) · Service quality · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Halal products and consumer behavior · Marketing
Understanding Risk Perception toward Food Safety in Street Food
Service quality and customer loyalty in halal ethnic restaurants amid the Covid-19 pandemic
Quality, loyalty and repurchase behavior in food convenience stores
A model of online food delivery service quality, customer satisfaction and customer loyalty
Attracting the millennial customer
Promoting traditional local cuisines for tourists
Antecedents and consequences of fast-food restaurant customers' perception of price fairness
Increasing restaurants' sales performance
Understanding Customer Loyalty in Fast-Food Restaurants
Factors Influencing Students’ Satisfaction with Online Food Delivery Services
Supporting Service Recipients to Navigate Complex Service Systems
Consumer trust in Thai street food vendors
The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry
The Chain of Effects from Brand Trust and Brand Affect to Brand Performance
Customer loyalty in the hotel industry
Correlation Coefficients
Consumer Trust, Value, and Loyalty in Relational Exchanges
A Conceptual Model of Service Quality and Its Implications for Future Research
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Making sense of Cronbach's alpha
Comparison of Convenience Sampling and Purposive Sampling
| Citations per year | 2.4 |
|---|---|
| Citation span | 2021 - 2025 (5) |
| Highly cited | No |