{"id":"https://openalex.org/W4283752807","doi":"https://doi.org/10.46763/yfnts2251178p","title":"IMPACT OF CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN A RESTAURANT","display_name":"IMPACT OF CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN A RESTAURANT","publication_year":2022,"publication_date":"2022-06-12","ids":{"openalex":"https://openalex.org/W4283752807","doi":"https://doi.org/10.46763/yfnts2251178p"},"language":"en","primary_location":{"id":"doi:10.46763/yfnts2251178p","doi":"https://doi.org/10.46763/yfnts2251178p","is_oa":true,"landing_page_url":"https://doi.org/10.46763/yfnts2251178p","pdf_url":"https://js.ugd.edu.mk/index.php/YFNTS/article/download/5156/4443/","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Yearbook - Faculty of Tourism and Business Logistics","raw_type":"book-chapter"},"volume":null,"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://js.ugd.edu.mk/index.php/YFNTS/article/download/5156/4443/","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5018114721","display_name":"Dushica Popova","orcid":"https://orcid.org/0009-0004-4750-8992","observed_orcids":["https://orcid.org/0009-0004-4750-8992"]},"institutions":[{"id":"https://openalex.org/I4210161475","display_name":"Goce Delcev University","ror":"https://ror.org/058q1cn43","country_code":"MK","type":"education","lineage":["https://openalex.org/I4210161475"]}],"countries":["MK"],"is_corresponding":false,"raw_author_name":"Dushica Popova","raw_affiliation_strings":["Faculty of Tourism and Business Logistics , University \"Goce Delchev\" , Shtip , R. North Macedonia ,","University of Stip , Faculty of Tourism and Business logistics , Stip , North Macedonia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Tourism and Business Logistics , University \"Goce Delchev\" , Shtip , R. North Macedonia ,","institution_ids":["https://openalex.org/I4210161475"]},{"raw_affiliation_string":"University of Stip , Faculty of Tourism and Business logistics , Stip , North Macedonia","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026655268","display_name":"\u041d\u0430\u0442\u0430\u0448\u0430 \u041c\u0438\u0442\u0435\u0432\u0430","orcid":"https://orcid.org/0009-0004-8082-6458","observed_orcids":["https://orcid.org/0009-0004-8082-6458"]},"institutions":[{"id":"https://openalex.org/I4210161475","display_name":"Goce Delcev University","ror":"https://ror.org/058q1cn43","country_code":"MK","type":"education","lineage":["https://openalex.org/I4210161475"]}],"countries":["MK"],"is_corresponding":false,"raw_author_name":"Natasha Miteva","raw_affiliation_strings":["Faculty of Tourism and Business Logistics, University \"Goce Delchev\", Shtip, R. North Macedonia,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Tourism and Business Logistics, University \"Goce Delchev\", Shtip, R. North Macedonia,","institution_ids":["https://openalex.org/I4210161475"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210161475"],"apc_list":null,"apc_paid":null,"fwci":5.5448,"has_fulltext":true,"cited_by_count":6,"citation_normalized_percentile":{"value":0.95783747,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"178","last_page":"184"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/restaurants","display_name":"restaurants","score":0.7369999885559082},{"id":"https://openalex.org/keywords/restaurant-customers","display_name":"restaurant customers","score":0.3149999976158142}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7362237572669983},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6921623945236206},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6779004335403442},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6177247762680054},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.5263722538948059},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4697677791118622},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.4103090167045593},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.24625182151794434},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.06169140338897705}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.46763/yfnts2251178p","doi":"https://doi.org/10.46763/yfnts2251178p","is_oa":true,"landing_page_url":"https://doi.org/10.46763/yfnts2251178p","pdf_url":"https://js.ugd.edu.mk/index.php/YFNTS/article/download/5156/4443/","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Yearbook - Faculty of Tourism and Business Logistics","raw_type":"book-chapter"},{"id":"pmh:oai:eprints.ugd.edu.mk:30376","doi":null,"is_oa":false,"landing_page_url":"https://eprints.ugd.edu.mk/30376/1/IMPACT%20OF%20CUSTOMER%20SATISFACTION%20ON%20CUSTOMER%20LOYALTY%20IN%20A%20RESTAURANT%20ISCTBL%202022.pdf","pdf_url":"https://eprints.ugd.edu.mk/30376/1/IMPACT%20OF%20CUSTOMER%20SATISFACTION%20ON%20CUSTOMER%20LOYALTY%20IN%20A%20RESTAURANT%20ISCTBL%202022.pdf","source":{"id":"https://openalex.org/S4306402353","display_name":"Goce Delchev University Repository (Goce Del\u010dev University of \u0160tip)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210161475","host_organization_name":"Goce Delcev University","host_organization_lineage":["https://openalex.org/I4210161475"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Conference or Workshop Item"}],"best_oa_location":{"id":"doi:10.46763/yfnts2251178p","doi":"https://doi.org/10.46763/yfnts2251178p","is_oa":true,"landing_page_url":"https://doi.org/10.46763/yfnts2251178p","pdf_url":"https://js.ugd.edu.mk/index.php/YFNTS/article/download/5156/4443/","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Yearbook - Faculty of Tourism and Business Logistics","raw_type":"book-chapter"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320321950","display_name":"Hebrew University of Jerusalem","ror":"https://ror.org/03qxff017"},{"id":"https://openalex.org/F4320322991","display_name":"Universit\u00e0 degli Studi di Palermo","ror":"https://ror.org/044k9ta02"},{"id":"https://openalex.org/F4320323344","display_name":"Uniwersytet \u0141\u00f3dzki","ror":"https://ror.org/05cq64r17"},{"id":"https://openalex.org/F4320323755","display_name":"Universidad de Alcal\u00e1","ror":"https://ror.org/04pmn0e78"},{"id":"https://openalex.org/F4320324496","display_name":"Universidad Rey Juan Carlos","ror":"https://ror.org/01v5cv687"},{"id":"https://openalex.org/F4320326528","display_name":"D\u00fczce \u00dcniversitesi","ror":"https://ror.org/04175wc52"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4283752807.pdf","grobid_xml":"https://content.openalex.org/works/W4283752807.grobid-xml"},"referenced_works_count":24,"referenced_works":["https://openalex.org/W628526258","https://openalex.org/W1574655732","https://openalex.org/W1973989348","https://openalex.org/W1985771617","https://openalex.org/W1992193527","https://openalex.org/W1992759770","https://openalex.org/W1999440225","https://openalex.org/W2004438825","https://openalex.org/W2014134373","https://openalex.org/W2018201949","https://openalex.org/W2028894223","https://openalex.org/W2029723879","https://openalex.org/W2039413235","https://openalex.org/W2043880827","https://openalex.org/W2159306398","https://openalex.org/W2171464917","https://openalex.org/W2310995499","https://openalex.org/W2736942778","https://openalex.org/W3012479489","https://openalex.org/W3159378964","https://openalex.org/W4234837422","https://openalex.org/W4235678817","https://openalex.org/W4243667233","https://openalex.org/W4301352023"],"related_works":["https://openalex.org/W3043227022","https://openalex.org/W2948510605","https://openalex.org/W2954721740","https://openalex.org/W2174432353","https://openalex.org/W3106671901","https://openalex.org/W3165162464","https://openalex.org/W6990213785","https://openalex.org/W4413368574","https://openalex.org/W2512564614","https://openalex.org/W989440746"],"abstract_inverted_index":{"This":[0,169],"paper":[1,16],"examines":[2],"the":[3,12,20,31,59,87,124,127],"impact":[4,32,55],"of":[5,14,33,38,43,56,61,86,94,98,126,154],"customer":[6,25,36,176],"satisfaction":[7,26,34,57,177],"on":[8,35,58],"their":[9,184],"loyalty.":[10,185],"Furthermore,":[11],"purpose":[13],"this":[15],"is":[17,103,111],"to":[18],"define":[19,24],"appropriate":[21],"attributes":[22],"that":[23],"and":[27,29,52,79,107,121,161,174],"loyalty":[28,37,60,80],"determine":[30],"restaurant":[39,179],"services.":[40],"The":[41,84],"application":[42],"structural":[44,128],"equation":[45,129],"modelling":[46],"confirmed":[47,90,132],"a":[48,53,92],"statistically":[49,71],"significant":[50],"relationship":[51],"direct":[54],"service":[62],"users.":[63],"To":[64],"do":[65],"so,":[66],"163":[67],"completed":[68],"questionnaires":[69],"were":[70],"processed.":[72],"Satisfaction":[73],"was":[74,89,131],"measured":[75],"by":[76,81,133],"three":[77],"attributes,":[78],"two":[82],"attributes.":[83],"validity":[85],"questionnaire":[88],"with":[91],"value":[93],"Cronbach":[95],"alfa":[96],"coefficient":[97],"0.89.":[99],"Composite":[100],"confidence":[101],"(CR)":[102],"greater":[104,112],"than":[105,113],"0.6":[106,114],"average":[108],"variability":[109],"(AVE)":[110],"for":[115],"all":[116],"latent":[117],"variables":[118],"(constructors)":[119],"(\"satisfaction\"":[120],"\"loyalty\").":[122],"Also,":[123],"suitability":[125],"model":[130,170],"Fit":[134,158,163],"Statistic":[135],"Results:":[136],"Goodness-of-fit":[137,141],"Index":[138,142,159,164,167],"(GFI),":[139],"Adjusted":[140],"(AGFI),":[143],"Standardized":[144],"Root":[145,150],"Mean":[146,151],"Square":[147,152],"Residual":[148],"(SRMR),":[149],"Error":[153],"Approximation":[155],"(RMSEA),":[156],"Comparative":[157],"(CFI)":[160],"Normed":[162],"(NFI),":[165],"Tucker-Lewis":[166],"(TLI).":[168],"can":[171],"measure,":[172],"monitor,":[173],"improve":[175],"from":[178],"service,":[180],"as":[181,183],"well":[182]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2022-07-02T00:00:00"}
