Figure 1
Figure 2
Summary of EFA
| Factors | Items | Mean | SD | FL | FM | Eigen Value | % of Variance | α |
|---|---|---|---|---|---|---|---|---|
| Product Innovation | QSR consistently introduces new menu items | 3.90 | .872 | .599 | 3.77 | 1.129 | 25.344 | .797 |
| QSR has differentiated its products to suit customer needs | 3.75 | .917 | .620 | |||||
| QSR provides a wide array of unique products to choose from | 3.77 | .955 | .711 | |||||
| The product offered at QSR meets customer tastes and preferences | 3.80 | .865 | .663 | |||||
| Products offered at QSR differ from competing models in the market | 3.69 | 1.014 | .651 | |||||
| Food and beverages served by QSR are frequently comprised of new ingredients | 3.69 | 1.003 | .694 | |||||
| Service Innovation | QSR staff knows their job and responsibility & they are well trained and equipped | 3.92 | .895 | .623 | 3.91 | 5.109 | 26.643 | .822 |
| QSR is open to the ideas which were suggested by customers | 3.81 | .961 | .545 | |||||
| QSR has effective delivery method | 3.87 | .995 | .693 | |||||
| QSR has innovative rewards (membership) programs | 3.97 | .907 | .784 | |||||
| Advertising strategies adopted by QSR are different from its competitors | 3.97 | .808 | .690 | |||||
| The QSR decor is always customized according to customer needs. | 3.94 | .845 | .729 | |||||
| KMO= .901, BTS assessed chi-square =1881.025, df= 66, Sig.=0.000, TVE by factors= 51.987 % | ||||||||
Descriptive Statistics of CS and CL
| Constructs | Items | Mean | SD | FM | α |
|---|---|---|---|---|---|
| Customer | I was happy with the dining experience in the QSR | 3.91 | .823 | 3.92 | .902 |
| Satisfaction | I am satisfied with the food and services offered at the QSR | 3.98 | .819 | ||
| QSR staff offer services effectively and efficiently | 4.01 | .839 | |||
| I am delighted to visit the QSR | 4.01 | .760 | |||
| The staff had overall knowledge regarding product and services offered by QSR | 3.73 | .991 | |||
| The price and quality of the products offered by QSR were satisfactory | 3.91 | .818 | |||
| I am satisfied with my decision to choose this QSR | 3.94 | .888 | |||
| Overall, the QSR meets all my expectations | 3.84 | .842 | |||
| QSR gives me overall satisfaction | 3.91 | .866 | |||
| Customer Loyalty | I intend to remain a customer of this QSR which I have chosen | 3.86 | .880 | 3.89 | .854 |
| I will keep on visiting this QSR as long as it offers the best quality food and services | 4.02 | .840 | |||
| I will speak positive things about the QSR | 3.88 | .880 | |||
| This QSR is always my first choice to visit for dining | 3.69 | 1.051 | |||
| I intend to recommend this QSR to family and friends | 4.00 | .847 | |||