Research on the Impact of Chain Catering Service Quality to Customer Satisfaction and Customer Loyalty in Xiamen

Abstract

With the continuous improvement of economy, the chain catering industry developed rapidly. This paper takes Xiamen Chain Catering as the research object, drawn that five dimensions of service quality have a positive impact on customer satisfaction except assurance; and tangible and empathy have positive impact on customer loyalty. To enhance consumer loyalty, suggestions are put forward such as upgrading store design, increasing modern services and facilities, adopting electronic menus and speeding up food updates, improving service sincerity and timely feedback.