The Relationship Between Customer Satisfaction and Brand Loyalty in the Fast Food Industry of the United Kingdom
Particularly, there is lot more to discern about customers perceive restaurant brands and the comparative weight these links get during purchase decision as there is lot more to discern about customers perceive restaurant brands and the comparative weight these links get during purchase decision.
There isno doubt that every single enterprise wants to keep their customers, not only to make theircustomers satisfied, but also make them be loyal. To make customers be loyal, they need to besatisfied with the products or services that they have experienced first.
As long as the customer is satisfied, the corporation’s profit will relatively increase. Along with the more and more intense market competition and the rise of consumer awareness, customer satisfaction has a significant impact on corporate profits, and it can provide the future product or service quality of the corporation as a reference according the past consumption experience and assessment of customers. Therefore, customer satisfaction has become a recognized index which can be broadly applied in measuring customer consumption behavior. Customer satisfaction is regarded as customers can get more benefits than their cost (Liu and Yen, 2010). Different scholars’ definitions for customer satisfaction can be summarized as follows: Oliver (1981) thinks that customer satisfaction is the comments made by the surprising experience of product obtainment or consumption. Fornell (1992) pointed out that customer satisfaction is the overall measurement after a customer has purchased the product or used the service. It is the overall attitude created based on experience, which is the comparison of before (expectation) and after (feeling) the customer received the service (product). If the actual feeling after receiving the service exceeded the expectation before receiving the service, then the customer will be satisfied; if it is to the contrary, the customer will not be satisfied.
One of the major tasks nowadays for the organizations operating in the restaurant and service industries is to provide and maintain the satisfaction of their customers and ensure their brand loyalty.
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