The impact of service quality on customer satisfaction and customer loyalty: An analysis of the KFC fast food chain company in Inner Mongolia in China

Les Roches, Abu Dhabi Hospitality Academy, Abu Dhabi, United Arab Emirates, School of Hospitality, Tourism and Events, Taylor’s University, Malaysia, Adjunct Faculty, Graphic Era (Deemed to be University),, Abu Dhabi, India

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DOI: https://doi.org/10.2478/ejthr-2026-0016 | Journal eISSN: 2182-4924 | Journal ISSN: 2182-4916

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Language: English

Page range: 193 - 206

Submitted on: Jan 20, 2025

Accepted on: Dec 4, 2025

Published on: Aug 31, 2026

Published by: Polytechnic Institute of Leiria

In partnership with: Paradigm Publishing Services

Publication frequency: 2 issues per year

Keywords:

Customer Satisfaction,

Customer Loyalty,

Service Quality,

KFC,

Inner Mongolia

Related subjects:

Business and economics,

Business management,

Business management, other,

Industries,

Tourism, hospitality, travel,

Event industry, leisure industry,

Sports and recreation,

Sports and recreation, other

© 2026 Li Xiang, Anshul Garg, published by Polytechnic Institute of Leiria
This work is licensed under the Creative Commons Attribution 4.0 License.

Volume 16 (2026): Issue 1 (August 2026)