Authors :
Surendra Mahato; Joginder Goet
Volume/Issue :
Volume 5 - 2020, Issue 12 - December
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/38N7IrY
Abstract :
This study determines the service quality
dimensions and their influence on customer satisfaction
and customer loyalty in the Nepalese restaurant
industry. The research is intended to examine the
relationship between service quality, customer
satisfaction, and customer loyalty using structural
equation modeling. A positivist quantitative approach
has been used to assess the impact of service quality on
customer satisfaction and customer loyalty. The data is
gathered from 490 students in Nepal by using structured
questionnaires, and the theoretical model is tested by
analysis of moment structure (AMOS-SEM). The
convenience sampling technique was used to select a
sample for the study. Moreover, convergent validity and
discriminant validity were assessed. The results show
that all dimensions have a strong positive effect on
customer satisfaction, while consumer satisfaction has a
positive and substantial influence on customer
loyalty.Findings indicate that service quality plays a very
important role in every society, as it has become the
basis for how customers interpret hospitality service
and, in the end, how it interacts and operates with
restaurant services. This research adds up considerably
to the literature of hospitality marketing, and it is also
fruitful for the academicians since it demonstrates the
way restaurant service quality determinants predict
satisfaction of clients which ultimately raises the loyalty
of clients. This study is useful for those restaurant
owners and managers who want to grab markets. This
research suggests a model that ultimately enhances
customer loyalty towards hospitality service quality
through customer satisfaction in Nepal.
Keywords :
Restaurant Service Quality, Customer Satisfaction, Customer Loyalty, SERVQUAL.
This study determines the service quality
dimensions and their influence on customer satisfaction
and customer loyalty in the Nepalese restaurant
industry. The research is intended to examine the
relationship between service quality, customer
satisfaction, and customer loyalty using structural
equation modeling. A positivist quantitative approach
has been used to assess the impact of service quality on
customer satisfaction and customer loyalty. The data is
gathered from 490 students in Nepal by using structured
questionnaires, and the theoretical model is tested by
analysis of moment structure (AMOS-SEM). The
convenience sampling technique was used to select a
sample for the study. Moreover, convergent validity and
discriminant validity were assessed. The results show
that all dimensions have a strong positive effect on
customer satisfaction, while consumer satisfaction has a
positive and substantial influence on customer
loyalty.Findings indicate that service quality plays a very
important role in every society, as it has become the
basis for how customers interpret hospitality service
and, in the end, how it interacts and operates with
restaurant services. This research adds up considerably
to the literature of hospitality marketing, and it is also
fruitful for the academicians since it demonstrates the
way restaurant service quality determinants predict
satisfaction of clients which ultimately raises the loyalty
of clients. This study is useful for those restaurant
owners and managers who want to grab markets. This
research suggests a model that ultimately enhances
customer loyalty towards hospitality service quality
through customer satisfaction in Nepal.
Keywords :
Restaurant Service Quality, Customer Satisfaction, Customer Loyalty, SERVQUAL.
