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Determinants of Customer Satisfaction at Fast Food Restaurants Located in Kishoreganj District of Bangladesh

Authors: Lima Nasrin Eni;

Determinants of Customer Satisfaction at Fast Food Restaurants Located in Kishoreganj District of Bangladesh

Abstract

To explore the determinants of customer satisfaction at Kishoreganj based fast-food restaurants in Bangladesh is the core objective of this research. The research design is descriptive and quantitative in nature where data was collected from 280 (sample size) frequent fast food experiencing customers comprising of students, job holders and others residing in Kishoreganj districts of Bangladesh, applying nonprobability convenience sampling technique through structured online survey questionnaire consisting of demographic data namely age, gender, occupation and income etc. and determinants of consumer satisfaction on five point Likert rating ranging from strongly disagree to strongly agree. Collected data was analyzed through multiple linear regressions by using statistical software SPSS version 20. Research findings show that at P < 0.05, four independent variables like price fairness (β =0.213), ambience (β =0.344), service quality (β =0.224), food quality (β =0.231), etc. are positively associated with dependent variable like customer satisfaction while one independent variable namely restaurant location (β =- 0.172), is negatively associated with customer satisfaction. Hence, H1 to H4 except H5 was supported. The paper also found that, among all the determinants, ambience with highest β =0.344 was the most influential determinant of customer satisfaction. Therefore, the research contributes to existing body of knowledge related to customer satisfaction at restaurant industry by highlighting the priority of selected determinants. Furthermore, it provides guidelines and suggestions for fast food restaurants to enhance customer satisfaction.

Keywords

Price fairness, Ambience, Service quality, Food quality, Restaurant location, Customer satisfaction.

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selected citations
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This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
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popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
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