Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/9405
Title: Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast campus
Authors: Mensah, Ishmael
Mensah, Rebecca Dei
Keywords: campus
restaurant
customer satisfaction
repurchase intention
service quality
university
Issue Date: 2018
Publisher: Journal of Tourism, Heritage & Services Marketing
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.
URI: http://hdl.handle.net/123456789/9405
Appears in Collections:Department of Human Resource Management

Files in This Item:
File Description SizeFormat 
Effects of service quality and customer satisfaction.pdfMain article640.77 kBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.