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The Relationship among Service Quality, Relationship Quality, and Customer Loyalty for Chain Restaurant Industry

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  • Jui-Lung Chen

Abstract

In an environment featuring fierce competition and consumers¡¯ ever higher requirements on service quality, the enterprises in the catering industry are facing unprecedented pressure in their survival. This study aims to explore the relevance among service quality, relationship quality and customer loyalty. With the customers of the Taiwanese chain stores in the catering industry as the research subjects, it collects data through questionnaire and analyzes the data with the descriptive statistics, the reliability and validity analysis, and the multiple regression analysis. The research results show that the ¡°tangibles¡±, ¡°responsiveness¡± and ¡°assurance¡± of service quality have effects on relationship quality. Moreover, the ¡°assurance¡± of service quality and the ¡°trust¡± and ¡°commitment¡± have effects on customer loyalty. According to the research results, this study offers some reference to relevant enterprises and provides a direction for future studies.

Suggested Citation

  • Jui-Lung Chen, 2016. "The Relationship among Service Quality, Relationship Quality, and Customer Loyalty for Chain Restaurant Industry," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(3), pages 33-42, June.
    • Handle: RePEc:ibn:ijmsjn:v:8:y:2016:i:3:p:33-42
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    Cited by:

    1. Chen-Kuo Pai & Tingting Lee & Sangguk Kang, 2021. "Examining the Role of Service Quality, Perceived Values, and Trust in Macau Food Festival," IJERPH, MDPI, vol. 18(17), pages 1-16, September.

    More about this item

    Keywords

    service quality; relationship quality; customer loyalty;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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