Journal article Open Access

Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus

Ishmael Mensah; Rebecca Dei Mensah


DataCite XML Export

<?xml version='1.0' encoding='utf-8'?>
<resource xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://datacite.org/schema/kernel-4" xsi:schemaLocation="http://datacite.org/schema/kernel-4 http://schema.datacite.org/meta/kernel-4.1/metadata.xsd">
  <identifier identifierType="DOI">10.5281/zenodo.1247542</identifier>
  <creators>
    <creator>
      <creatorName>Ishmael Mensah</creatorName>
      <affiliation>University of Cape Coast</affiliation>
    </creator>
    <creator>
      <creatorName>Rebecca Dei Mensah</creatorName>
      <affiliation>University of Cape Coast</affiliation>
    </creator>
  </creators>
  <titles>
    <title>Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus</title>
  </titles>
  <publisher>Zenodo</publisher>
  <publicationYear>2018</publicationYear>
  <subjects>
    <subject>campus restaurant,</subject>
    <subject>customer satisfaction,</subject>
    <subject>repurchase intention,</subject>
    <subject>service quality,</subject>
    <subject>university</subject>
  </subjects>
  <dates>
    <date dateType="Issued">2018-05-15</date>
  </dates>
  <resourceType resourceTypeGeneral="Text">Journal article</resourceType>
  <alternateIdentifiers>
    <alternateIdentifier alternateIdentifierType="url">https://zenodo.org/record/1247542</alternateIdentifier>
  </alternateIdentifiers>
  <relatedIdentifiers>
    <relatedIdentifier relatedIdentifierType="ISSN" relationType="IsPartOf">2529-1947</relatedIdentifier>
    <relatedIdentifier relatedIdentifierType="DOI" relationType="IsVersionOf">10.5281/zenodo.1247541</relatedIdentifier>
  </relatedIdentifiers>
  <rightsList>
    <rights rightsURI="https://creativecommons.org/licenses/by/4.0/legalcode">Creative Commons Attribution 4.0 International</rights>
    <rights rightsURI="info:eu-repo/semantics/openAccess">Open Access</rights>
  </rightsList>
  <descriptions>
    <description descriptionType="Abstract">&lt;p&gt;&lt;em&gt;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.&amp;nbsp; 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&amp;rsquo; 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&lt;/em&gt;&lt;em&gt;.&lt;/em&gt;&lt;/p&gt;</description>
    <description descriptionType="Other">SUBMITTED: DEC 2017; REVISION SUBMITTED: APR 2018; ACCEPTED: MAY 2018; REFEREED ANONYMOUSLY; PUBLISHED ONLINE: 15 MAY 2018</description>
  </descriptions>
</resource>
455
1,042
views
downloads
All versions This version
Views 455455
Downloads 1,0421,042
Data volume 391.6 MB391.6 MB
Unique views 417417
Unique downloads 967967

Share

Cite as