The Interrelationships among Quick Service Restaurants Customers' Perceived Epidemic Prevention Service Quality, Satisfaction, and Behavioral Intentions | ||
| International Journal of Tourism, Archaeology and Hospitality | ||
| Volume 5, Issue 1, January 2025, Pages 20-50 PDF (728.7 K) | ||
| Document Type: Research Articles | ||
| DOI: 10.21608/ijtah.2025.343840.1138 | ||
| Authors | ||
| kamal Samy Aly* 1; Assoc. Prof. Dr. Wael Abd El Naby2; Dr. Mohamed Ali3 | ||
| 1Hotel Management, Faculty of Tourism and Hotels | ||
| 2Vice Dean for Education and Students Affairs, Associate Professor of Hospitality Management, Faculty of Tourism and Hotels, Beni-suef University | ||
| 3Hospitality Management, Faculty of Tourism and Hotels, Beni-suef University | ||
| Abstract | ||
| This paper investigates the relationship between epidemic prevention service quality and customer satisfaction as drivers of behavioral intentions in quick-service restaurants. A quantitative methodology was used to collect data from a convenience sample of 400 customers of quick-service restaurants in Egypt through a web-based survey. Out of the 450 responses received, 50 were excluded due to incompleteness or invalidity, resulting in 400 valid responses, with a response rate of approximately 88.9%. The study examined how epidemic prevention service quality influenced customer satisfaction and behavioral intentions, based on the stimulus-organism-response (S-O-R) theory. Hypotheses were tested using partial least squares structural equation modeling (PLS-SEM) with WarpPLS 8. The findings indicate that epidemic prevention service quality positively affects both revisit and recommendation intentions, and that customer satisfaction also positively influences these intentions. Furthermore, customer satisfaction partially mediates the relationship between epidemic prevention service quality and revisit and recommendation intentions. This research contributes to the literature by integrating epidemic prevention service quality, customer satisfaction, and behavioral intentions within a single model. It offers insights into the interaction between these factors, enhancing understanding of their role in the quick-service restaurant industry, particularly during public health crises such as the COVID-19 pandemic. The findings have practical implications for industry decision-makers, highlighting how improving epidemic prevention measures can enhance customer satisfaction and influence revisit and recommendation intentions. | ||
| Keywords | ||
| Epidemic Prevention Service Quality; Customer Satisfaction; Quick Service Restaurant; Revisit Intention; Recommendation Intention | ||
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