Quality, value, satisfaction and loyalty amongst race groups: A study of customers in the South African fast food industry

The retention of customers has become a key concern for many businesses. Various drivers of loyalty such as satisfaction, loyalty and commitment have, over time, been studied with the objective to improve customer retention. This study reports on the empirical findings in respect of the relationship...

Full description

Saved in:
Bibliographic Details
Published in:South African journal of business management 2010-03, Vol.41 (1), p.1-9
Main Authors: Terblanche, N. S, Boshoff, C
Format: Article
Language:English
Citations: Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
cited_by cdi_FETCH-LOGICAL-c424t-2b53027b95f9d4d062ad3bf2fdbccdf7e7ebe5e55fe290164758ab8c7e2994d73
cites
container_end_page 9
container_issue 1
container_start_page 1
container_title South African journal of business management
container_volume 41
creator Terblanche, N. S
Boshoff, C
description The retention of customers has become a key concern for many businesses. Various drivers of loyalty such as satisfaction, loyalty and commitment have, over time, been studied with the objective to improve customer retention. This study reports on the empirical findings in respect of the relationships between various dimensions of a loyalty model for the South African fast food sector and considers differences amongst race groups in respect of perceived quality, value, satisfaction and loyalty.Respondents in this empirical study were consumers drawn randomly from the seven major metropolitan areas of South Africa. The respondents are all customers of a national firm in the South African fast food sector and they were required to respond to items from (mostly) the American Customer Satisfaction Index (ACSI) scales. The empirical findings provide support for the theoretical model proposed but there is not much difference in how the various race groups' loyalty intentions are shaped.
doi_str_mv 10.4102/sajbm.v41i1.509
format article
fullrecord <record><control><sourceid>sabinet_doaj_</sourceid><recordid>TN_cdi_doaj_primary_oai_doaj_org_article_3a6b4e152d324cccb9e93d1cfd767b50</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sabinet_id>10520/EJC22388</sabinet_id><doaj_id>oai_doaj_org_article_3a6b4e152d324cccb9e93d1cfd767b50</doaj_id><sourcerecordid>10520/EJC22388</sourcerecordid><originalsourceid>FETCH-LOGICAL-c424t-2b53027b95f9d4d062ad3bf2fdbccdf7e7ebe5e55fe290164758ab8c7e2994d73</originalsourceid><addsrcrecordid>eNpNkUtvEzEUhUcIJEphzQrJC5ZNanvssc0uigq0qoQQsLauX6mjyTiyPZWGX183Qair-_rOWdzTdR8JXjOC6XWBvTmsHxmJZM2xetVdUCzkiisxvH7Rv-3elbLHmEgp1UX39-cMY6zLFXqEcfZXqECNJYCtMU0IJofGtMBYFwSHNO1KRRmsR7uc5mP5gjao1NktKAVk51LTweeC4oTqg0e_0lwf0CbkaGFCAZo2pOTa2TU0L--7NwHG4j_8q5fdn683v7ffV_c_vt1uN_cryyirK2p4j6kwigflmMMDBdebQIMz1rogvPDGc8958FRhMjDBJRhpRRsVc6K_7G7Pvi7BXh9zPEBedIKoT4uUdxpyjXb0uofBME84dT1l1lqjvOodscGJQRiOm9f12cvmVEr24b8fwfo5Bn2KQZ9i0C2Gpvh8VhQwcfK1Af44m8ZzivXN3ZbSXsqGfTpj3qYpFv1c2j-zpkSyHvdPAhmVJQ</addsrcrecordid><sourcetype>Open Website</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype></control><display><type>article</type><title>Quality, value, satisfaction and loyalty amongst race groups: A study of customers in the South African fast food industry</title><source>Business Source Ultimate</source><creator>Terblanche, N. S ; Boshoff, C</creator><creatorcontrib>Terblanche, N. S ; Boshoff, C</creatorcontrib><description>The retention of customers has become a key concern for many businesses. Various drivers of loyalty such as satisfaction, loyalty and commitment have, over time, been studied with the objective to improve customer retention. This study reports on the empirical findings in respect of the relationships between various dimensions of a loyalty model for the South African fast food sector and considers differences amongst race groups in respect of perceived quality, value, satisfaction and loyalty.Respondents in this empirical study were consumers drawn randomly from the seven major metropolitan areas of South Africa. The respondents are all customers of a national firm in the South African fast food sector and they were required to respond to items from (mostly) the American Customer Satisfaction Index (ACSI) scales. The empirical findings provide support for the theoretical model proposed but there is not much difference in how the various race groups' loyalty intentions are shaped.</description><identifier>ISSN: 2078-5976</identifier><identifier>ISSN: 2078-5585</identifier><identifier>EISSN: 2078-5976</identifier><identifier>DOI: 10.4102/sajbm.v41i1.509</identifier><language>eng</language><publisher>Cape Town: African Online Scientific Information Systems (AOSIS)</publisher><ispartof>South African journal of business management, 2010-03, Vol.41 (1), p.1-9</ispartof><lds50>peer_reviewed</lds50><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c424t-2b53027b95f9d4d062ad3bf2fdbccdf7e7ebe5e55fe290164758ab8c7e2994d73</citedby></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>314,776,780,27903,27904</link.rule.ids></links><search><creatorcontrib>Terblanche, N. S</creatorcontrib><creatorcontrib>Boshoff, C</creatorcontrib><title>Quality, value, satisfaction and loyalty amongst race groups: A study of customers in the South African fast food industry</title><title>South African journal of business management</title><description>The retention of customers has become a key concern for many businesses. Various drivers of loyalty such as satisfaction, loyalty and commitment have, over time, been studied with the objective to improve customer retention. This study reports on the empirical findings in respect of the relationships between various dimensions of a loyalty model for the South African fast food sector and considers differences amongst race groups in respect of perceived quality, value, satisfaction and loyalty.Respondents in this empirical study were consumers drawn randomly from the seven major metropolitan areas of South Africa. The respondents are all customers of a national firm in the South African fast food sector and they were required to respond to items from (mostly) the American Customer Satisfaction Index (ACSI) scales. The empirical findings provide support for the theoretical model proposed but there is not much difference in how the various race groups' loyalty intentions are shaped.</description><issn>2078-5976</issn><issn>2078-5585</issn><issn>2078-5976</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2010</creationdate><recordtype>article</recordtype><sourceid>DOA</sourceid><recordid>eNpNkUtvEzEUhUcIJEphzQrJC5ZNanvssc0uigq0qoQQsLauX6mjyTiyPZWGX183Qair-_rOWdzTdR8JXjOC6XWBvTmsHxmJZM2xetVdUCzkiisxvH7Rv-3elbLHmEgp1UX39-cMY6zLFXqEcfZXqECNJYCtMU0IJofGtMBYFwSHNO1KRRmsR7uc5mP5gjao1NktKAVk51LTweeC4oTqg0e_0lwf0CbkaGFCAZo2pOTa2TU0L--7NwHG4j_8q5fdn683v7ffV_c_vt1uN_cryyirK2p4j6kwigflmMMDBdebQIMz1rogvPDGc8958FRhMjDBJRhpRRsVc6K_7G7Pvi7BXh9zPEBedIKoT4uUdxpyjXb0uofBME84dT1l1lqjvOodscGJQRiOm9f12cvmVEr24b8fwfo5Bn2KQZ9i0C2Gpvh8VhQwcfK1Af44m8ZzivXN3ZbSXsqGfTpj3qYpFv1c2j-zpkSyHvdPAhmVJQ</recordid><startdate>20100301</startdate><enddate>20100301</enddate><creator>Terblanche, N. S</creator><creator>Boshoff, C</creator><general>African Online Scientific Information Systems (AOSIS)</general><general>Association of Professional Management (APM)</general><general>AOSIS</general><scope>OT2</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>DOA</scope></search><sort><creationdate>20100301</creationdate><title>Quality, value, satisfaction and loyalty amongst race groups: A study of customers in the South African fast food industry</title><author>Terblanche, N. S ; Boshoff, C</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c424t-2b53027b95f9d4d062ad3bf2fdbccdf7e7ebe5e55fe290164758ab8c7e2994d73</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2010</creationdate><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Terblanche, N. S</creatorcontrib><creatorcontrib>Boshoff, C</creatorcontrib><collection>EconStor</collection><collection>CrossRef</collection><collection>DOAJ Directory of Open Access Journals</collection><jtitle>South African journal of business management</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Terblanche, N. S</au><au>Boshoff, C</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Quality, value, satisfaction and loyalty amongst race groups: A study of customers in the South African fast food industry</atitle><jtitle>South African journal of business management</jtitle><date>2010-03-01</date><risdate>2010</risdate><volume>41</volume><issue>1</issue><spage>1</spage><epage>9</epage><pages>1-9</pages><issn>2078-5976</issn><issn>2078-5585</issn><eissn>2078-5976</eissn><abstract>The retention of customers has become a key concern for many businesses. Various drivers of loyalty such as satisfaction, loyalty and commitment have, over time, been studied with the objective to improve customer retention. This study reports on the empirical findings in respect of the relationships between various dimensions of a loyalty model for the South African fast food sector and considers differences amongst race groups in respect of perceived quality, value, satisfaction and loyalty.Respondents in this empirical study were consumers drawn randomly from the seven major metropolitan areas of South Africa. The respondents are all customers of a national firm in the South African fast food sector and they were required to respond to items from (mostly) the American Customer Satisfaction Index (ACSI) scales. The empirical findings provide support for the theoretical model proposed but there is not much difference in how the various race groups' loyalty intentions are shaped.</abstract><cop>Cape Town</cop><pub>African Online Scientific Information Systems (AOSIS)</pub><doi>10.4102/sajbm.v41i1.509</doi><tpages>9</tpages><oa>free_for_read</oa></addata></record>
fulltext fulltext
identifier ISSN: 2078-5976
ispartof South African journal of business management, 2010-03, Vol.41 (1), p.1-9
issn 2078-5976
2078-5585
2078-5976
language eng
recordid cdi_doaj_primary_oai_doaj_org_article_3a6b4e152d324cccb9e93d1cfd767b50
source Business Source Ultimate
title Quality, value, satisfaction and loyalty amongst race groups: A study of customers in the South African fast food industry
url http://sfxeu10.hosted.exlibrisgroup.com/loughborough?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-24T07%3A05%3A46IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-sabinet_doaj_&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=Quality,%20value,%20satisfaction%20and%20loyalty%20amongst%20race%20groups:%20A%20study%20of%20customers%20in%20the%20South%20African%20fast%20food%20industry&rft.jtitle=South%20African%20journal%20of%20business%20management&rft.au=Terblanche,%20N.%20S&rft.date=2010-03-01&rft.volume=41&rft.issue=1&rft.spage=1&rft.epage=9&rft.pages=1-9&rft.issn=2078-5976&rft.eissn=2078-5976&rft_id=info:doi/10.4102/sajbm.v41i1.509&rft_dat=%3Csabinet_doaj_%3E10520/EJC22388%3C/sabinet_doaj_%3E%3Cgrp_id%3Ecdi_FETCH-LOGICAL-c424t-2b53027b95f9d4d062ad3bf2fdbccdf7e7ebe5e55fe290164758ab8c7e2994d73%3C/grp_id%3E%3Coa%3E%3C/oa%3E%3Curl%3E%3C/url%3E&rft_id=info:oai/&rft_id=info:pmid/&rft_sabinet_id=10520/EJC22388&rfr_iscdi=true