期刊名称：Arabian Journal of Business and Management Review
电子版ISSN：2223-5833
出版年度：2016
卷号：6
期号：4
出版社：Sohar University, Oman and American University of Kuwait
摘要：This study investigates the customers’ expectation and perceptions of service quality delivered byrestaurants in Shiraz and its effect on customers’ satisfaction and loyalty. By clustering samplingmethod, 450 customers of the restaurants located in all nine districts of Shiraz were selected andthe data was collected from the respondents by means of a questionnaire. From the results it wasfound that customers’ expectation yielded a significant effect on the customer’s perceived qualityand loyalty. Although, the effect of customers’ expectation on the customers’ satisfaction was notstatistically supported. Moreover, it was discerned that the customers’ perceived quality towardthe service had a significant effect on the customers’ satisfaction and customers’ loyalty. Finally,the result demonstrated the existence of a significant influence imposed by the customers’satisfaction on the customers’ loyalty
