Figure 2 - uploaded by Yaw Brew
Content may be subject to copyright.
Source publication
The study assessed the quality of customer service delivered by 'chop bar' (local restaurants) operators and satisfaction levels among customers in Koforidua. Snowball sampling was used in selecting 5 chop bars. A sample of 200 customers was used. Purposive sampling was used to select and interview owners of the chop bars. Self-administered questio...
Similar publications
Offshore outsourcing is a fast-growing trend in the world economy today, and it is changing the way business is done across national boundaries. Specifically, customers are increasingly interacting with service employees located in other countries resulting in many instances of customer backlash due to poor perceived service quality and dissatisfac...
Retail is one of the most vigorous and most important
business activities in commerce in Colombia and the
world. Large corporations and establishments of high
recognition belong to this sector. Qualities of service
and customer satisfaction are two key concepts for
maintaining sustainable competitive advantage. This
study tries to empirically analy...
Service quality has drawn the attention of researchers and managers because it is known to reduce costs and increase customer satisfaction, which are usually associated with customer loyalty which leads to increased economic returns for the company. Also, service quality was found to have a relationship with repeat purchase intention by Perez and C...
This paper aims to investigate the direct and indirect effects of service quality and customer satisfaction on customer loyalty in the hotel service industry. It proposes to confirm a theoretical model which has not been identified in the literature within the spectrum of the hotel industry in Indonesia. A quantitative methodology was used in this...
Citations
... Kwabena, Brew and Addae-Boateng (2013) found out that 30% of customers of selected chop bars in Koforidua were not satisfied with the quality of service. Though there has been a modicum of studies on service quality in the food service industry in Ghana (Kwabena, Brew & Addae-Boateng, 2013;Mensah, 2009). ...
... Mensah (2009) found a negative gap between customers' expectations and perceptions of service quality of restaurants in Cape Coast. Kwabena, Brew and Addae-Boateng (2013) found out that 30% of customers of selected chop bars in Koforidua were not satisfied with the quality of service. Though there has been a modicum of studies on service quality in the food service industry in Ghana (Kwabena, Brew & Addae-Boateng, 2013;Mensah, 2009). ...
... Kwabena, Brew and Addae-Boateng (2013) found out that 30% of customers of selected chop bars in Koforidua were not satisfied with the quality of service. Though there has been a modicum of studies on service quality in the food service industry in Ghana (Kwabena, Brew & Addae-Boateng, 2013;Mensah, 2009). Yet these studies did not examine the relationship between service quality and customer satisfaction in a university campus context despite the fact that the campus foodservice market is different. ...
Abstract: This study sought to examine the effects of service quality and customer
satisfaction on the repurchase intentions of customers of restaurants on University of Cape
Coast Campus. The survey method was employed involving a convenient sample of 200
customers of 10 restaurants on the University of Cape Coast Campus. A modified DINESERV
scale was used to measure customers’ perceived service quality. The results of the study
indicate that four factors accounted for 50% of the variance in perceived service quality,
namely; responsiveness-assurance, empathy-equity, reliability and tangibles. Service quality
was found to have a significant effect on customer satisfaction. Also, both service quality and customer satisfaction had significant effects on repurchase intention. However, customer satisfaction could not moderate the effect of service quality on repurchase intention. This paper adds to the debate on the dimensions of service quality and provides evidence on the effects of service quality and customer satisfaction on repurchase intention in a campus food service context.