文章基本信息

标题：Customers' Perception of Service Quality in Syrian Restaurants Operating in Jordan: The Mediating Effect of Customer Satisfaction
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作者：Jamal M.M.Joudeh ; Ahmad Khraiwish ; Jassim Ahmad Al-Gasawneh 等
期刊名称：Academy of Strategic Management Journal
印刷版ISSN：1544-1458
出版年度：2021
卷号：20
期号：6
页码：1-14
语种：English
出版社：The DreamCatchers Group, LLC
摘要：Last decade, Jordan has witnessed an increase in the Syrian investment in Jordan by indifferent fields. The reason behind that is the inflow of Syrian people to Jordan as a result of civil war. The most of Syrian investment were concentrated in the field of restaurants which spread throughout the large cities and offered a wide menu of Levantine kitchen to Jordanian customer. Therefore, the objective of this study is to explore the impact of service quality in Syrian restaurants operating in Jordan according to Jordanian customers' perception. This study is depended on the primary data collected through a developed questionnaire. The questionnaire has been distributed on a (421) customers on the basis of convenient sample. Multiple Regression Analysis and Path Analysis were applied to test 3 hypotheses. The results indicated that service quality has a significantly positive impact on customer satisfaction that is attributed to environment. In addition, service quality has a significantly impact on loyalty of customers that is attributed to food quality. Moreover, it found that the customer loyalty has positively influenced by service quality and customer satisfaction. The study recommended that organizations operating in the field of restaurant industry must adopt the service quality strategy as a basis for competition to improve the services provided.
关键词：Food Industry;Service Quality;Customer Loyalty;Entrepreneurship;Refugees