The Interrelationships among Quick Service Restaurants Customers' Perceived Epidemic Prevention Service Quality, Satisfaction, and Behavioral Intentions

Aly, Kamal Samy; Abd El Naby, Assoc. Prof. Dr. Wael; Ali, Dr. Mohamed

doi:10.21608/ijtah.2025.343840.1138

The Interrelationships among Quick Service Restaurants Customers' Perceived Epidemic Prevention Service Quality, Satisfaction, and Behavioral Intentions

Document Type : Research Articles

Authors

¹ Hotel Management, Faculty of Tourism and Hotels

² Vice Dean for Education and Students Affairs, Associate Professor of Hospitality Management, Faculty of Tourism and Hotels, Beni-suef University

³ Hospitality Management, Faculty of Tourism and Hotels, Beni-suef University

10.21608/ijtah.2025.343840.1138

Abstract

This paper investigates the relationship between epidemic prevention service quality and customer satisfaction as drivers of behavioral intentions in quick-service restaurants. A quantitative methodology was used to collect data from a convenience sample of 400 customers of quick-service restaurants in Egypt through a web-based survey. Out of the 450 responses received, 50 were excluded due to incompleteness or invalidity, resulting in 400 valid responses, with a response rate of approximately 88.9%. The study examined how epidemic prevention service quality influenced customer satisfaction and behavioral intentions, based on the stimulus-organism-response (S-O-R) theory. Hypotheses were tested using partial least squares structural equation modeling (PLS-SEM) with WarpPLS 8. The findings indicate that epidemic prevention service quality positively affects both revisit and recommendation intentions, and that customer satisfaction also positively influences these intentions. Furthermore, customer satisfaction partially mediates the relationship between epidemic prevention service quality and revisit and recommendation intentions. This research contributes to the literature by integrating epidemic prevention service quality, customer satisfaction, and behavioral intentions within a single model. It offers insights into the interaction between these factors, enhancing understanding of their role in the quick-service restaurant industry, particularly during public health crises such as the COVID-19 pandemic. The findings have practical implications for industry decision-makers, highlighting how improving epidemic prevention measures can enhance customer satisfaction and influence revisit and recommendation intentions.

Keywords