TY  - JOUR
AB  - Purpose The purpose of this study is to verify the existence of loyalty among fast-food customers and its dependence on fast-food service quality, comprising service quality, food quality and store atmosphere. This study also examines the direct and mediating role of constructs such as satisfaction and trust in creating loyalty in fast-food restaurants (FFRs).Design/methodology/approach A sample of 456 fast-food customers was collected using a structured questionnaire. This paper uses partial least squares path modeling to test and validate the study’s research model and hypotheses.Findings The results suggest that fast-food service quality has a positive influence on satisfaction, trust and loyalty among fast-food customers. The findings also reveal a mediating effect of trust (partial mediation), increasing the effect of satisfaction on loyalty.Practical implications This study reinforces the importance of considering the attributes that influence customer loyalty. Specifically, food quality is considered key to increasing loyalty among FFR customers.Originality/value This study proposes an integrated model influenced by three factors that contribute to fast-food service quality (i.e. food quality, service quality, atmosphere) along with classical variables used in the marketing literature (i.e. satisfaction, trust) in the creation of FFR loyalty. This study also follows modern procedures in PLS-SEM by challenging conventional methods.研究目的 本论文旨在验证快餐消费者的忠诚度及其与快餐质量之间的关系, 其中质量包括服务质量、食物质量、和饭店氛围。本论文还旨在检验满意度和信任度在快餐饭店（FFRs）的消费者忠诚中的直接和间接作用。研究设计/方法/途径 本论文采用结构问卷采样形式, 456位快餐消费者为问卷样本。本论文采用偏最小二乘回归（PLS）的路径建模数据分析方法来分析和验证模型及假设。研究结果 快餐服务质量对于快餐消费者的满意度、信任度、和忠诚度有着积极促进作用。此外, 本论文发现信任度对于增加满意度对忠诚度的影响有着中介调节作用（部分中介调节）。研究实践意义 本论文重新提出了影响消费者忠诚度的各种因素。具体是, 食物质量是增加FFR消费者忠诚度的重中之重。研究原创性/价值 本论文提出一体化模型包括三种快餐服务衡量因子（食物质量、服务质量、环境）以及营销文献中常用变量（满意度、信任度）, 来检验FFR忠诚度。本论文还挑战传统研究方法, 采用PLS-SEM现代程序来进行分析研究。关键词 质量、满意度、信任度、忠诚度、快餐饭店（FFRs）、PLS-SEM
VL  - 9
IS  - 3
SN  - 1757-9880
DO  - 10.1108/JHTT-09-2017-0104
UR  - https://doi.org/10.1108/JHTT-09-2017-0104
AU  - Carranza Rocío
AU  - Díaz Estrella
AU  - Martín-Consuegra David
PY  - 2018
Y1  - 2018/01/01
TI  - The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust
T2  - Journal of Hospitality and Tourism Technology
PB  - Emerald Publishing Limited
SP  - 380
EP  - 396
Y2  - 2024/04/25
ER  -