MODELING CUSTOMER LOYALTY INTENTIONS, FOOD QUALITY AND DEMOGRAPHIC MODERATORS IN SUBSISTENCE MARKETS

• Published in: Business Excellence and Management Vol. 12; no. 3; pp. 40 - 59
• Main Authors: Mukucha, Paul, JARAVAZA, Divaries Cosmas, Makudza, Forbes
• Format: Journal Article
• Language: English
• Published: Facultatea de Management, Academia de Studii Economice din Bucuresti 15.09.2022; Faculty of Management, Bucharest University of Economic Studies; Bucharest University of Economic Studies
• Subjects: Accounting - Business Administration; Business Economy / Management; customer loyalty intention; demographics; food quality; National Economy; restaurant consumer behaviour; Socio-Economic Research; zimbabwe; Customer loyalty intention; Zimbabwe; restaurant consumer behaviour; food quality; demographics
• ISSN: 2248-1354; 2668-9219
• DOI: 10.24818/beman/2022.12.3-04

Abstract The study sought to determine the strength of the relationship between food quality and customer loyalty intention in the restaurant industry. More importantly, the study sought to determine the moderating effects of demographic variables (age, gender and level of education) on the association between food quality and customer loyalty intentions. The study was informed by the theory of customer loyalty. To substantiate the model of the study, a sample of 200 respondents was drawn from selected restaurants using a structured questionnaire. The main effects between food quality and customer loyalty intention were tested using inferential statistics whereas moderated effects of demographics (age, gender and level of education) were computed using moderated multiple regressions. All the hypothesised moderators were supported with significant interaction effects. The results suggest that the nexus between food quality and customer loyalty intention is not a straight forward relationship. More sensitive consumers were young adults, females and those with tertiary education. Therefore, the study validates the food quality and customer loyalty scales in a subsistence market. Testing moderating effects of demographic profiles brings precision in theoretical models in restaurant consumer behaviour studies, which are sparse in extant literature.