What does this research mean for the field?

Customer satisfaction partially mediates the relationship between sustainable service quality and customer loyalty in the restaurant industry. Novelty: ClaimNovelty.INCREMENTAL. Consensus alignment: ConsensusAlignment.NEUTRAL.

What question did this study set out to answer?

This research aims to explore the relationship between service quality, customer satisfaction, and customer loyalty in restaurants.

July 3, 2026Research in Hospitality ManagementOpen Access

Enhancing restaurant performance through service quality: the mediating role of customer satisfaction

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This research aims to explore the relationship between service quality, customer satisfaction, and customer loyalty in restaurants.
Quantitative research design with a sample of 219 customers from restaurants in Bolgatanga Municipality, Ghana.
Analysis conducted using partial least squares structural equation modeling (PLS-SEM) with Smart-PLS software version 3.
Theoretical framework based on the theory of reciprocity.
Customer satisfaction shows a positive but not significant correlation with customer loyalty.
Customer satisfaction partially mediates the effect of service quality on customer loyalty.
Insights provide actionable strategies for restaurants to enhance customer retention through improved service quality.

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Implication

Randomized trial examines how service quality influences customer loyalty through customer satisfaction in restaurants, suggesting strategies for improvement.

Cite This Study

Akanyako et al. (2026) studied this question.

synapsesocial.com/papers/6a4752775c29257aa25792cd https://doi.org/10.1080/22243534.2026.2638617

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Implication

Randomized trial examines how service quality influences customer loyalty through customer satisfaction in restaurants, suggesting strategies for improvement.

Enhancing restaurant performance through service quality: the mediating role of customer satisfaction

Key Points

Discussion

Implication

Cite This Study

Enhancing restaurant performance through service quality: the mediating role of customer satisfaction

Key Points

Discussion

Implication

Cite This Study

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