DOI QR코드

DOI QR Code

Determinants of Consumer Satisfaction in Fast Food Industry of Lahore Pakistan

  • Ali, Asma (Department of Agricultural & Resource Economics, Kangwon National University) ;
  • Lee, Jong-In (Department of Agricultural & Resource Economics, Kangwon National University)
  • 투고 : 2019.06.03
  • 심사 : 2019.07.11
  • 발행 : 2019.08.31

초록

The purpose of this study is to analyze and evaluate the key success factors for the fast food industry in the region of Lahore Pakistan. Fast food concept developed very speedily in the last few years in Lahore region. The success or failure of a fast food industry based on some factors like Physical environment, Brand-name, Food quality, Price, Taste, Promotional activity, Habitual consumption, Health threats, Consumer expectation, and Family meal. To identify which of these factors has a greater influence on consumer satisfaction, four fast food restaurants such as McDonald's, PIZZA HUT, KFC, and subway were targeted randomly. The proposed research is quantitative in nature and for data collection; a random sampling technique was used. A questionnaire survey answered by 273 people was considered in this research. Data have been analyzed through statistical techniques. It is observed that Brand name, Food quality, Physical environment, Health threats, Price, Family meals, Habitual consumption, and Consumer expectation showed significant impacts on Fast food industry compared to other factors evaluated herein.

키워드

참고문헌

  1. Abdullah, DNMA, and Rozario, Francine. 2010. Influence of service and product quality towards customer satisfaction. A case study at the staff cafeteria in the hotel industry. International Journal of Human and Social Sciences, 5(7)
  2. Bahadoran Z, Mirmiran P, Golzarand M, Hosseini-Esfahani F, Azizi F. 2012. Fast food consumption in Iranian adults;dietary intake and cardiovascular risk factors. Tehran lipid and Glucose study. Arch Iran Med. 2012:15: 346-51. PudMed:22642243
  3. Baig, A.K., and Saeed, M. 2012. Review of trends in fast food consumption. European Journal of Economics, Finance and Administrative Sciences, 48, 77-85
  4. Cardello, A.V. 1998. Perception of food quality. Food Storage Stability. CRC Press, Boca Raton, FL, 1-38
  5. Draper, N. R., and Harry S. 1998. Applied Regression Analysis (3rd edition). New York. John Wiley & Sons, INC
  6. Evans, J,R. and Berman, B. 1995. Principles of Marketing (3rd ed.). Prentice Hall.
  7. Fulkerson, J.A., Story, M., Neumark-Sztainer, D., & Rydell, S. 2008. Family meals. perceptions of benefits and challenges among parents of 8-to 10-year-old children. Journal of the American Dietetic Association, 108(4), 706-709 https://doi.org/10.1016/j.jada.2008.01.005
  8. Goyal, A and Singh, N.P. 2007. Consumer perception about fast food in India. An exploratory study. British Food Journal, 109(2), 182-195 https://doi.org/10.1108/00070700710725536
  9. Huber, Machteld; Knottnerus, J. Andre; Green, Lawerence; Horst, Henriette van der; Jadad, Alejandro R.; Kromhout, Daan;Leonard. Brain; Lorig, Kate; Loureiro, Maria Isabel. 2011. How should we define health. BMJ.343: d4163. doi: 10.1136/bmj.d4163. ISSN 0959-8138. PMID 21791490.
  10. Keynote. 2003. Fast Food and Home Delivery Outlets, Market Intelligence Report, Keynote, London, April
  11. Khatibi, A. A., Thiagarajan, V., and Ismail, Hishamrnuddin. 2003. Factors analyzing Consumers 1 Preference Towards Msdonalds* s and A&W in Malaysia. Journal Social Sains, 7(1), 11-20
  12. Khan, S, Hussain, S.M. and Yaqoob, F. 2013. Determinants of Customer Satisfaction in Fast Food Industry A study of Fast Food Restaurants Peshawar Pakistan. Studia commercialia Bratislavensia, 6(21), pp. 56-65 https://doi.org/10.2478/stcb-2013-0002
  13. Kim WG, Lee YK, Yoo YJ. 2006. Predictors of relationship quality and relationship outcomes in luxury restaurants. J. Hosp. Tour. Res., 30(2): 143-169 https://doi.org/10.1177/1096348005285086
  14. Kyle B. Murray. 2005. Special Session Summary Habitual Consumption. in NA-Advances in Consumer Research Volume 32, eds, Geeta Menon and Akshay R. Rao, Duluth: Association for Consumer Research, Pages: 34-37
  15. Lee, M., Lee, C. and Wu, C. 2009. Brand image strategy affects brand equity after M&A. European Journal of Marketing, volume 45 issue 7/8
  16. McKenzie, J. D., and Goldman, R. 2005. MINITAB Release 14. Boston. Addison Wesley
  17. Mendenhall, W., James E. R., and Robert J. (1993). Statistics for Management and Economics (7th edition). Belmont, CA. Duxbury Press
  18. Melkis, M., Hilmi, M.F. and Mustapha, Y., 2014. The influence of marital status and age on the perception of fast food consumer in an emerging market. International Journal of Business and Innovation, 1(3), pp. 33-42
  19. Peri C. 2006. The universe of food quality. Food Qual. Prefer., 17 (1-2): 3-8 https://doi.org/10.1016/j.foodqual.2005.03.002
  20. Reidenbach RE, Sandifer- Smallwood B. 1990. Exploring perceptions of hospitaloperations by modified SERVQUAL approach. J Health Care Market 10: 47-55
  21. Sayed IM, Farrag DA, Belk RW. 2003. The effects of physical surooundings on Egyptian consumers emotional states and buying intentions. Int J Consum Mark 16: 5-27 https://doi.org/10.1300/J046v16n01_02
  22. Tabachnick. 1996. Using multivariate statistics. (3. Edition). Harper Collins College Publishers. New York
  23. Traill, B. 1994. New Food Consumption Patterns and Product Quality in Europe and Adaptation of Agriculture Production, Food and Agriculture Organization of the United Nations, Rome
  24. World Health Organization. 1946. Constitution of the world Health Organization as adopted by the International Health Conference, New York, 19-22 June 1946; signed on 22 july 1946 by the representatives of 61 States (official records of the World Health Organization, no, 2,p.100 and entered into force on 7 April 1948. In Grad, Frank P. (2002)
  25. The preamble of the Constitution of the World Health Organization. Bulletin of the World Health Organization. 80 (12):n982
  26. Yahya, F., Zafar, R., & Shafiq, S. 2013. Trend of fast food consumption and its effect on Pakistani society. Food Science and Quality Management, 11, 1-8
  27. Zairi, M. 2000. Managing Customer Dissatisfaction through Effective Complaint Management Systems. The TQM Magazine, 12 (5), 331-33 https://doi.org/10.1108/09544780010341932
  28. Becky Hand. 2005. The benefits of eating together. Available from https://www.sparkpeople.com/resourse/nutrition9, [accessed 2017.12.22]
  29. DAWN news, Vaqar Ahmed. 2015. How Pakistan's fast-food trend is devouring you. Available from http://www.dawn.com/news/1167101, [accessed 2017.11.20]
  30. Desilver, D. 2013. U.S. income inequality, on rise for decades, is now highest since 1928.
  31. Pew Research Fact Tank. Available from http://www.pewresearch.org/fact-tank/2013/12/05/u-s-income-inequality-on-risefor-decades-is-now-highest-since-1928/ [accessed 2018. 10.30]
  32. Food Journal. 2016. Fast Food: 2nd largest industry in Pakistan. Available from https://www.foodjournal.pk/2016/julyaugust-2016/PDF-July-August-2016/Exclusive-article-Dr-Noor-Fast-Food.pdf, [accessed 2018.10.30]
  33. Julie Penkalski. 2014. The importance of Family Mealtime. Available from https://www.fcconline.org/the-importanceof-family-mealtime, [accessed 2018.10.31]
  34. Merriam-Webster. 1828. Available from http://www.merriamwebster.com/dictionary/fast-food, [accessed 2017.11.22]
  35. Pattern, E. and Fry, R. 2015. How Millennials today compare with their grandparents 50 years ago. Pew research. Available from https://www.pewresearch.org/fact-tank/2015/03/19/how-millennials-compare-with-theirgrandparents/, [accessed 2017.11.23]
  36. Ritzer, A. The Macdonaldization of society. (1992). Pine Forge Press: Newbury Park. Available from http://www.mngt.waitato.ac.nz/ejrot/Vol2_1/hancock.pdf, [accessed 2017. 1.09]
  37. Sampson Quain. 2018. Why is the expectation of a consumer important in marketing. Available from https://www.smallbusiness.chron.com/expectation-consumer-importantmarketing-789.html. [accessed 2018.05.12]
  38. Sean Brotherson, Ph.D. 2009. The big benefits of Family Meals. Available from https://www.ag.ndsu.edu/food/health-andnutrition/eatsmart/eat-smart-play-hard-magazines-1/2009-eat-smart-play-hard-magazines/test-item, [accessed 2017. 12.25]
  39. SPSS. 2013. How to cite IBM SPSS Statistics or earlier versions of SPSS, Available from F.01.ibm.com/support/docview.wss?uid=swg21476197, [accessed 2019.06.12]