3 Vol 75 No 1

International Journal of Business and Management Review
Vol.4, No.6, pp.1-17, August 2016

___Published by European Centre for Research Training and Development UK (www.eajournals.org)
AN ANALYSIS OF FACTORS IMPACT ON CUSTOMER SATISFACTION IN
VIETNAM RESTAURANTS: CASE OF FAST FOOD RESTAURANTS
The Anh Phan and Thi Huong Thanh Nguyen
Marketing Lecturer, Eastern International University
ABSTRACT: The primary purpose of this study is to explore the factors that investigate the
customers' evaluation and perception about determinants influencing on customer satisfaction
at Vietnamese fast-food restaurants. It is very essential for every business not only to retain
their existing customers but also to extend and appeal more new customers significantly. In
this study, the scale is measured on four main factors as Service quality, Product quality, Price,
and Environment affecting to all common fast-food restaurants in Vietnam market. To appraise
and evaluate the influence of each factor, the study uses the mixed method of quantitative and
qualitative researches. The findings from the study revealed that the current situation of each
factor in Vietnam fast-food industry and how extremely influencing each factor is.
Furthermore, these findings also provide useful strategies and understandable knowledge to
improve and develop in Vietnamese fast-food restaurants as well as the satisfaction level from
customers.
KEYWORDS: Fast Food, Customer Satisfaction, Service Quality, Product Quality, Vietnam
Market
INTRODUCTION
Vietnam has obtained the remarkable changes in economy, culture, society and human daily
life, especially in food industry that was developed sharply in term of local and international
investment forms, (Wang. L. 2014) And the term "restaurant business" has been more popular
and commonly used in these days, over 10 million search results for this key term which is
equal to "tourism business" and much more than "hotel business" in comparison. Fast-food
industry has gathered full of assessable conditions for its attractiveness because it is known as
with four basic needs of human beings as "food-drink-accommodation-travel", (Wang. L.
2014). The core objective of retention is to keep and retain consumers interested and engaged
with our products and services (Jerry, 2014). , it makes customers feel very important and
communicated frequently, more happy and willing to come back, (Schreiber 2000). Customer
satisfaction is able to abundantly influence on predicting the post-purchasing behaviour so this
concept gradually become a potential in many restaurants' strategies and in much more
academic researches (Tam, 2000). Due to not impacted by the growth up or downturn of
internal economy, there are still several foreign franchise brands reaching in the food industry,
for examples, McDonalds coming Vietnam in last month 2013 (Wang, 2014). Besides, other
global franchisers as Burger King, Pizza Hut, Auntie Annes Pretzel, Subway and Baskin
Robbin constantly enlarge further their scope networks in central or public centre of big cities
in Vietnam as Hanoi, HCMC, Nha Trang, Haiphong, Danang, etc. , stated (Euromonitor
International 2014).
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ISSN: 2052-6393(Print), ISSN: 2052-6407(Online)
Vol.4, No.6, pp.1-17, August 2016
LITERATURE
The research involves to the level of satisfaction and measures the details of influencing factors
in recent years for the whole Vietnam fast-food market.
Fast-food
Fast-food is one of different kinds in general foods which have a short-time for preparation and
serve than any other meals, then purchased in self-service or carry-out eating places without
waiting for a long time, (French 2000). It has been developed in modern generation for only a
century old (Prybutok 2009) and spread and propagated largely on over the world, (Futoshi
2012). The trend of eating in branded fast-food restaurant in modern life today is leading to
make increase the consumption level of meat in Vietnam for whole, where pork is dominated
by almost chicken and beef in diverse menus in these food chains, (Clark 2012).
Customer Satisfaction
Customer satisfaction is important in any business by stating the strategies, which satisfy the
customer expectations, finally lead to a raise in the profitability (Anderson 1993). A company
offers more characteristics in term of quality from their core brand in order to determine the
level of customer satisfaction (Khan 2012), which defined as an evaluative judgment of post
purchase involving the making decision for purchase, (Day 1984). Customer satisfaction is "not
an absolute concept, it is a relative one" (MacDougall, Brierley, and Hill; 2003) whenever
customers actually get the feeling of pleasure and even their expectation is fulfilled by supports
from companies, (Zairi 2000), if the quality and service are provided adequately, they will be
satisfied and become loyal to that products or brand, said (Hussain 2013). Customer satisfaction
is the key concept in order to determine the right way for retaining long-term customers because
almost unsatisfied consumers are highly emerging to switch to another brand in same industry
(Hussain, 2013; Lin & Wu, 2011)
Service quality
The Service Quality is stated as category depending on two variables including the consumer's
expectations of the actual outcome and the consumer's perception of the final results, (Gronroos
1990). Service quality phenomenon is enormously increasing tendency (Gilbert 2006)
thoroughly the SERVQUAL scale to evaluate and measure the level of service quality (Negi
2009). SERVQUAL consists of five main factors as reliability, responsiveness, assurance,
empathy and tangibleness (Parasuraman 1988). Service quality is also a function compare
between the expectation and performance from customers' results, (Parasuraman 1988) and is
one of the useful methods in order to manage business processes and then guarantee the high
satisfaction of customers that motivates the effectiveness and competitiveness of the industry,
(Rahaman 2011). Service quality is representative for the difference between customers'
assessment of real service and their desire of providers, (Parasuraman 1988) or is the judgment
from customers about the superior or excellent standard of services, (Zeithaml 1998). Fast-food
restaurants, which are relevant to health and nutrition on human life and need, are noticeable
to focus on reliability, assurance and responsiveness. Because it is seen as a unique service
industry and one of particular industries called "hybrid services" including the health care
delivery industry, banking industry, professional business service industry, or retail stores,
(Oyewole 2008). The reliability of customers for food consumption is motivated by four main
characteristics as "physical, cultural, interpersonal and status, prestige motivators", (Field
2002).
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Product quality
This key term is believed as the collection of available characteristics and features of products
which are created on its ability in order to satisfy all given needs and demands (Winder, 1996;
Chavan, 2003; Khuong, 2013). Food quality is defined as one of the most critical constituents
of a dining performance and productivity, (Namkung et al, 2008; and Sulek et al., 2004). Food
quality is main factor affecting on customer loyalty, expressing customer's perspective; a
primary determinant for appealing customers and retaining them repeatedly, as well as a core
predictor of loyal level from customers, (Jang 2010). When it is compared with other standards
as service quality or environment, food quality is the most crucial component of customer
satisfaction, (Sulek 2004). There is a positive relationship between food quality and customer
satisfaction when measuring the impact of this key term on satisfaction and behavioural
intention (Namkung, 2007). Product quality is stated to comprise three main factors for
evaluation quality as "safety, appeal, and dietary acceptability", (Sulek 2004) and it is always
the most important part impacting on customer satisfaction which is equivalent with other
factors in restaurants as physical environment and service quality. product quality is definitely
mentioned by evaluating about the actual products -meal or quality of food- from customers
and place where these meals are delivered -physical environment-, which is similar to tangible
elements in SERVQUAL as above by (Parasuraman 1988). Therefore, the concentration of
food quality in this research is to measure the impact level of food quality on customer
satisfaction when they spend money on eating and enjoying on restaurants. For more specific,
product quality is stated to comprise three main factors for evaluation quality as "safety, appeal,
and dietary acceptability", (Sulek 2004) and it is always the most important part impacting on
customer satisfaction which is equivalent with other factors in restaurants as physical
environment and service quality. Some researchers also found out the influencing relationship
of customer satisfaction and their behavioural intentions as well as among these with food
quality.
Price
Price is not only considered a multi-aspect variable for monetary price, objective price and
sacrifice but also similar to valuable entity that consumers have to scarify to obtain what they
really want to possess to (Zeithaml, 1998). Pricing for a product is not easy to conduct because
price is set based on the core values of available products and then, it is considerably crucial
element for customer satisfaction since almost consumers will estimate the product or service
value as well as make decision for any their purchase through price, stated (Khan 2011). In
term of customer's view, price is actually used as a signal in order to evaluate their experiences
with goods or services performance (Mattila & O'Neill, 2003). Price is considerably crucial
element for customer satisfaction since almost consumers will estimate the product or service
value as well as make decision for any their purchase through price (Khan 2011). In term of
customer's view, price is actually used as a signal in order to evaluate their experiences with
goods or services performance (Mattila et al., 2003). Moreover, price is also considered to
standard to measure when they spend on products and services and from those experiences, it
will shape their attitudes toward providers, (Varki 2001). Service quality gains that leading to
a raise in satisfaction and it is found out that low perceived quality may result in high service
satisfaction (Ryu, 2009). The results on price such as the only reason for consumers switching
to another brands or providers by 9% of his study respondents or being "one of two or more
reasons for switching" by 21% of other ones (Keaveney, 1995). Some researchers also proved
this factor compared as essential term in order to predict and understand customer behaviours
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and in some cases, price is equivalent to "the customer's judgment about a service's average
price in comparison to its competitors", (Chen 1994). According to data analysis of Buzzmetric
(2015),
Environment
Customer satisfaction is affected by the atmosphere of the restaurant consisting of arrangement,
decoration, music, hygiene as well that are main ingredients to create and build the good image
in the first sight of customers and memorable impression in customers' mind (Lim, 2010).
Furthermore, service is actually created and consumed at the same time, and then the consumers
are often experienced on services for whole within the physical facilities of property (Bitner
1992) , which are decoration, layout, lighting, and employee appearance, gradually become
accurate determination to an extent overall satisfaction and subsequent behaviour in restaurant
industry (Kisang 2010). Some empirical researches have brought the recommendations that "a
positive perception of atmospherics can produce more positive emotions, which lead to positive
beliefs about the organization and its services or products" (Jang 2010). Physical environment
has remarkable impacts on perceptions about restaurant service quality from customers because
these environmental elements are officially part of the consumption process (Wall &Berry,
2007)
METHODOLOGY
According to Newman (1998), the sample size aims to illustrate the number of respondents in
the population that used in the research and answer questionnaires. Due to the content and
research framework, the questionnaire is designed and conducted on July, 2015. It will have
total of 22 questions and the sample size is about chosen from over 250 customers in Vietnam
and Vietnamese people - my friends, who are studying and living in some cities of United
Kingdom. Furthermore, it is predicted to take approximate two weeks for delivering
questionnaires and collect and analyse data and feedback again. In sampling strategy, the
research use "snowball sampling" which is "a recruitment technique in research participants
are asked to assist researchers in identifying other potential subjects", (Oregon State University
- Office of Research Integrity 2010). This sampling strategy could be a useful choice when the
population, which is interesting for your studies, is hard to reach; and be known as an effective
strategy from a perspective in research design and choice. A statistic method actually is the
information’s numerical representation. When numbers need to be quantified or applied to
data in order for organizing, summarizing, or better understanding the information, using
statistical methods is the best choice for accuracy. These methods can make a range from
simple computations to complex ones. For instances, as determining the mean of a distribution
factors to interaction effects within a complex set of data. Moreover, the statistically descriptive
method consists of many kinds of process involved to data collection, summary, presentation
and analysis on different features then getting the result of the comprehensive reflect about
research object. In term of research design, descriptive method is mentioned as a technique
"involves collecting data in order to test hypotheses or to answer questions concerning the
current status of the subjects of the study", (Gay 1992). Qualtrics is considered as a useful
instrument for research in many different aspects such as being technology experts for customer
insights, tech mojo for market insights and tech valedictorian for academic insights, (Qualtrics
Survey 2015).
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In term of representative, almost people discussed in this group and finally resulted that the
most favorite brands, which are familiar and used to consume, actually are KFC, Lotteria,
Burgerking, Jollibee, Subway and McDonalds. However, KFC and Lotteria are two leading
franchising brands in worldwide fast-food industry in Vietnam, because it officially entered in
Asian market generally and Vietnam particularly for over 15 years ago, (Lotteria Vietnam and
KFC Vietnam 2015). This long-time period has been strong evidence and solid foundation to
build their reputation, brand image and as well as belief in customer's mind and consumption
trend for daily life. In term of price, there will have more different options in this aspect,
because each brand has different price for each item and they always have the competitive
strategies on pricing setting. Furthermore, the price of consumption will cost differently that
depends on which types of meals customers consume, and the quantity of these foods or drinks
or number of customers. In term of environment, almost members in this discussion group are
deeply satisfied with environmental factors in fast-food restaurants in Vietnam including
physical atmosphere, decoration, hygiene issues, music, advertising images and videos, or
facility arrangement in restaurants.
 Among the 114 actual valid responses, the Age of 21-30 is almost the highest average
respondent level with 87% (99 persons) over total; continuously the Under 20 and 31-
40 are ordered on 7% and 6% in respectively with 8 persons and 7 persons. Finally, the
last two categories of 41-50 and Over 50 are both 0%, which is likely not interested in
this phenomenon.
 In term of Gender, Female accounted for 67% (76 persons) over total and Male actually
took 33% (38 persons) for remaining.
 In term of Occupation, the majority of respondents are Students of 40% (45 persons)
and Officers of 34% (39 persons), then followed by Employees, Business and Sales
staffs with the percentages of 11% (12 person), 8% (9 persons) and 6% (7 persons) in
that order. In the other hand, there is 2% (2 persons) of Others with artists and nothing
in Retired persons.
 In term of Place, for this survey, respondents are most likely living and working from
cities or provinces in Southern Vietnam by 84% (95 persons), continuously in Northern
Vietnam areas by 13% (15 persons) and Central Vietnam areas by 3% (4 persons)
Table 1: Respondent's Demographic Profile
Age Response Percentage %

Under 20 8 7%
21-30 99 87%
31-40 7 6%
41-50 0 0%
Over 50 0 0%
Gender
Male 38 33%
Female 76 67%
Occupation
Student 45 40%
Employee 12 11%
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Sales 7 6%
Officer 39 34%
Business 9 8%
Retired 0 0%
Others 2 2%
Place
Northern Vietnam 15 13%
Southern Vietnam 95 84%
Central Vietnam 4 3%
Others 0 0%
Main Factors Influencing Customer Satisfaction

This part will be responsible to describe the results of survey on four main factors influencing
on Customer Satisfaction in fast-food restaurant industry in Vietnam.
The figure 6 shows the most favorite fast-food brands that customers has consumed and
experienced for their meal. For statistical accuracy, KFC is the leading US's quick-service food
chain in Vietnam market until now with 44%; continuously ranked by Lotteria of 30% for a
Korean fast-food restaurants; finally followed by several newly accessible brands such as
McDonalds of 10%, Subway of 8%, Burgerking of 4% and some of 4% belonged to Popeyes -
New Orleans fried chicken; and Texas Chicken - an original brand from Texas in Vietnam
recently.
KFC
Lotteria
McDonalds
Subway
Burgerking
Others
Figure 1: Fast-food brand consumption in Vietnam
Reliability
Figure below shows the frequency of customer consumption for fast-food restaurants in
Vietnam. The highest rate is that they less often consume fast-food meals for daily life
accounted for 40% (46 persons); followed by customers who only eat these foods for every
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few weeks by 34% (39 persons). Continuously, their frequency of 1-2 days a week or 3-5 days
a week is the lowest proportions for fast-food dishes in Vietnamese meals by 18% and 6% in
respectively.
Less often
Every few weeks
1-2 days a week
3-5 days a week
Once a day
Several times per day
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Figure 2: Frequency of fast-food consumption in Vietnam 2015

Figure represents all of the most influencing factors on customer's choices for fast-food brands
in Vietnam market recently. There are 65% of respondents (74 persons) choosing the factor of
delicious and tasteful for making decision on brands they would eat and enjoy for their meal.
In that following, buyers make their choice on convenient factor by 13% (15 persons) and
finally, they consider gradually on nutrition and health, reasonable price and diverse menu by
that order.
In contrast, Vietnamese respondents less care about brand image and originality with only 3%
(3 persons)
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Reasonable price
Diverse menu
Convenient
Delicious, tasteful
Nutrition, health
Brand image, originality
0% 10% 20% 30% 40% 50% 60% 70%
Figure 3: Factors influencing on choice of fast-food brands in Vietnam.
Assurance
In term of assurance, the scale of measurement is identified accurately by the following
statements about how to ensure that customers feel satisfied and comfortable in the restaurant's
conditions and human resources.
Table below mentions the 6 main statements about assurance part that affecting to customer
satisfaction in fast-food Vietnam. It officially indicates respondent's opinions about the survey
content in term of satisfied standard. Overall, almost respondent's evaluations about the service
quality of Vietnam fast food are relatively positive and stable, especially in assurance. Mean
values (M) of these respondents are calculated and used to measure about service at fast-food
restaurant in Vietnam. The highest rated statement is good at Order are correct and complete
with M = 3.88 and it also claims that the majority of Vietnam customers are likely satisfied
and comfortable in the well-performed process to serve them. Secondly, this trend will be
followed by the menu is easy to read and select with M = 3.87 leading the fact that customers
are so pleased with this attribute in menu setting and design.
In the other view, the two lowest rates in these statements are staff's attitudes with customers
and staff's ability in their interactions with M = 3.48 and M = 3.49. Actually, it shows the
managers and trainers should consider and look into how these opinions could be improved in
the future.
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Table 2: Factors of Assurance influencing on Customer Satisfaction
Items Mean Standard Deviation

Staff's ability to communicate and 3.48 0.64
interact effectively
Skills are well-trained to serve 3.63 0.64
customers
Orders are correct and complete 3.88 0.82
Menu is easy to read and select 3.87 0.72
Pricing value is excellent to pay 3.55 0.76
Staffs are patient, happy during 3.49 0.84
taking orders
Responsiveness
Table 3 contains all the stages of solution whenever there has been any a problem or issue
involving to foods or services and even by eat-in or take-away situations. It is evaluated and
measured on staff's behaviours and abilities by the real customers in Vietnam fast-food
restaurants.
According to the survey's results, the highest rate is voted for the staffs are always on time to
solve the problems by 42% (48 persons) and some opinions for Others is taken as the lowest of
3% (3 persons) because they have ever not been in trouble with these problems at fast-food
stores.
Table 3: Evaluate about solutions for problems in Vietnam fast-food restaurants
Items Response Percentage

Staffs (managers) do not care about customers 7 6%
after payment
Staffs come to solve problems after a long-time 11 10%
Staffs solve problems with no responsibility 6 5%
Staffs are sometimes on time to solve problems 39 34%
Staffs are always on time to solve problems 48 42%
Others 3 3%
Table 4 illustrates the following statements for the responsiveness to customers and the
standard to partly appraise the level of satisfaction. It is also utilised by the scale of satisfied
level on evaluation. The highest element is examined on the good availability of faculties as
sauces, napkins with M = 3.88; followed by the friendly and courteous characteristics of staffs
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with M = 3.87 and customers are served promptly with M = 3.63. Finally, the lowest is
estimated by staff's attitudes in rush-hours for ordering and serving with M = 3.48.
Table 4: Factors of responsiveness influencing on Customer Satisfaction

Staff's attitude in rush-hours for 3.48 0.64
order and serve
Customers are served promptly 3.63 0.64
Availability of sauces, napkins, etc. 3.88 0.82
was good
Employees are friendly and courteous 3.87 0.72
Product Quality
In part of product quality, figure 9 below will responsible to discover and demonstrate which
types of fast-food dishes are favourite and appealing to Vietnamese customers.
As a fact, fried chickens are highly accounted for 59% (67 persons) in total fast food menu that
is the most chosen dish by Vietnamese customers recently. Secondly, the proportion is quite
high for hamburger of 30% (34 persons).
Last but not least, the lowest is only taken by 1% (1 person) for others including pizza and other
grilled dishes.
Hamburger
Fried Chicken
Fried and wraps
Salad
Dessert and Beverage
Others
Figure 3: Types of fast food consumed frequently in Vietnam restaurants

Table exemplifies all evaluations about the functions and positions of fast foods in
Vietnamese's thoughts and knowledge compared to their daily meal.
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The highest rate is assessed for junk food and nosh food by 56% (64 persons); followed by the
replacement for main meal by 36% (41 persons). Continuously, this function is considered as
foods for friend meetings or parties by 6% (7 persons).
In contrast, the statement of delicious and luxurious food is the lowest opinion about fast-food
meal for 2% (2 persons).
Table 5: Evaluate about the value of fast-food meal in Vietnam
Items Response Percentage

Replace for main meal 41 36%
Junk food, nosh food 64 56%

Delicious, luxurious food 2 2%
Meeting, party food 7 6%
Others 0 0%
Table 6 is extremely important to emphasize the quality of foods, nutrition and ingredients as
well in Vietnam food industry, especially in fast food.
In Vietnam market, fast-food dishes is deeply appraised as the tasty and flavourful ones by
local consumers with the highest mean M = 3.68; to be pursued by statement of food is served
in hot and fresh way with M = 3.59 and menu has a good variety of items with M = 3.57.
Finally, the lowest mean M = 2.71 displayed on the fact of food is provided by specific dietary.
Table 6: Quality of fast food in Vietnam

Food is served hot and fresh 3.59 0.81
Menu has a good variety of items 3.57 0.82
Ingredients are excellent in quality 3.20 0.91
Food is tasty and flavorful 3.68 0.76
Food has well-designed nutrition level 3.01 0.79
Food is provided by specific dietary 2.71 0.96
Price
Figure 10 describes generally the real proportion about all common pricing levels of an average
fast-food meal in Vietnam market. The responsibility of respondents is to find out and make
decision on the most appropriate price for their fast-food meal, and suitable with their monthly
income and condition as well.
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The price of 40,000 to 60,000 VDN per meal is the most suitable level for almost respondents
in this survey with the highest rate by 57% (65 persons); the second levels are ranked in the
order for both under 40,000 VND per and the 60,000 to 90,000 per with the percentages of
26% (30 persons) and 13% (15 persons) in respectively.
There are also some opinions claimed on the price over 90,000 VND per with the lowest rate
4% (4 persons).
Under 40,000 VND per

40,000 to 60,000 VND per
60,000 to 90,000 VND per
Over 90,000 VND per
Others
Figure 4: Evaluate price of fast-food meal in Vietnam

Continuously, figure accurately illustrates the comparison in pricing policy at Vietnam fast-
food restaurants by increasing or decreasing tendency when there has been pricing changes in
internal and external components of Vietnam market.
Almost respondents exceptionally agree with the trend of lightly increasing price when having
any changes from market with 57% (65 persons); followed by the evaluation that price has no
change with 24% (27 persons).
In opposite view, there are a small rate of 2% (2 persons) stated that price is dramatically
decreasing on its trend.
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Increasing dramatically
Increasing lightly
No change
Decreasing lightly
Decreasing dramatically
0% 10% 20% 30% 40% 50% 60%
Figure 5: The changing prices in fast-food restaurants compared to market price

change in Vietnam
Last but not least, customers will be benefit to have the rights to compare and consider the
competitive prices between fast-food restaurant meals and traditional ones in Vietnam market.
There are numerous respondents’ feedbacks that they have experienced and recognized that
fast-food price is more expensive than traditional meal price across all branches in Vietnam
with 60% (68 persons). Some people give opinions that fast-food meals are cheaper traditional
one for 16% (18 persons) and some of same average price with 14% (16 persons).
Finally, there are only 1% (1 person) claiming that fast food is extremely cheaper than
traditional meals.
FF is extremely more expensive than TR
FF is more expensive than TR
Same average price
FF is cheaper than TR
FF is extremely cheaper than TR
0% 10% 20% 30% 40% 50% 60% 70%
Figure 6: Compare price between Fast foods (FF) and Traditional foods (TR) in
Vietnam
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Environment
There are many elements influencing on environment factor to the standard of customer
satisfaction. It will be examined by the mean values of these following statements in table 7
below about physical environment and inside relevant faculties in Vietnam restaurants.
The majority of respondents largely agree that the decoration is actually bright and modern
style in fast-food restaurants with the highest mean M = 3.93; followed by the arrangement of
facility is well-ordered and easy for customers whenever they need with M = 3.78; the fresh
and good physical atmosphere is next with M = 3.69; and the advertising posters, images are
appealing and exciting with M = 3.68.
In the other hand, the statement about music is dynamic and easy to listen and enjoy with the
lowest value M =3.4.
Table 7: Factors of Environment influencing on Customer Satisfaction

The hygiene situation is good 3.62 0.82
Physical atmosphere is fresh and 3.69 0.80
good
Advertising posters are appealing and 3.68 0.66
exciting
Decoration is bright and modern 3.93 0.59
Music is dynamic and easy-listening 3.4 0.69
Style decorations for parties are 3.44 0.65
diverse and customized
Facility arrangement is well-ordered, 3.78 0.72
easy to find
Table 8 expresses statements for clarifying the general information and feedback to actually
draw out the final conclusion for customers’ satisfaction level about all factors in Vietnam fast-
food restaurants.
Respondents said that they will try on whenever these restaurants have new menu or new
appealing meals with the highest mean value M = 3.2; following this point, customers will also
recommend for their friends or relatives come and enjoy what they have experienced on fast-
food restaurants with M = 3.12.
Finally, they give the lowest agreement for opinion that they will consume these western foods
more frequently with M =2.54.
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Table 8: Measurement in Customer Retention

You will consume fast food for more 2.54 0.81
frequently
You will recommend for your friends 3.12 0.94
or relatives
You will try on when it has new menu 3.20 0.91
or meal
DISCUSSION
Responsiveness is staff's characteristic to show their willingness to help customers and provide
good and prompt services, (Jang 2009). Responsiveness is staff's characteristic to show their
willingness to help customers and provide good and prompt services, (Jang 2009). The
majority of Vietnam consumption on these quick-service foods is numerous on fried chickens,
hamburgers and some desserts or meals accompanied with the main dishes. As the results, this
trend of consumption could be generated because chicken is likely suitable in food culture in
Asia country rather than pizza or mixed salad or grilled dished, for instants. Thus, it is relatively
consistent with the outcomes in the study of Scarles (2009) claiming about the satisfaction of
customers when they experienced on their favourite local tasting food. fast-food price is
appraised that more expensive than some traditional food restaurants or stores in Vietnam. It
could be officially right in a half side since some international food restaurant chains want to
differentiate and keep specific principles in their brand so they only use the original imported
products leading the high prices for final customers. Respondents are likely satisfied and
interested in the decoration and design style in fast-food restaurants in Vietnam because it
almost generates the comfortable and good feelings in order to enjoy and eat their meals. This
result is extremely consistent with the findings revealed that "environment elements also have
the ability to influence customers before they even experience the actual performances of
service providers or service outputs such as food", (Jang 2010). This study examined the
impacts, which are both direct and indirect, of the four cores such Service quality and Food
quality, Price and Environment elements on customer satisfaction as well as loyalty in the
Vietnam fast-food restaurant segment nowadays. Generally, the investigation provided an
effective methodological strategy with three of Secondary data, Focus group discussion and
Questionnaire survey for testing measurement in how influencing these elements are on
Vietnamese customers, as well as contributed by providing and clarifying the customers'
evaluation and feedback from statistical analysis and descriptive explanation.
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International Journal of Business and Management Review

Vol.4, No.6, pp.1-17, August 2016

Table 1: Respondent's Demographic Profile

Age Response Percentage %

Main Factors Influencing Customer Satisfaction

Figure 1: Fast-food brand consumption in Vietnam

Every few weeks

1-2 days a week

3-5 days a week

Several times per day

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Figure 2: Frequency of fast-food consumption in Vietnam 2015

Brand image, originality

0% 10% 20% 30% 40% 50% 60% 70%

Figure 3: Factors influencing on choice of fast-food brands in Vietnam.

Items Mean Standard Deviation

Table 3: Evaluate about solutions for problems in Vietnam fast-food restaurants

Items Response Percentage

Table 4: Factors of responsiveness influencing on Customer Satisfaction

Items Mean Standard Deviation

Figure 3: Types of fast food consumed frequently in Vietnam restaurants

Table 5: Evaluate about the value of fast-food meal in Vietnam

Items Response Percentage

Junk food, nosh food 64 56%

Table 6: Quality of fast food in Vietnam

Items Mean Standard Deviation

Under 40,000 VND per

Figure 4: Evaluate price of fast-food meal in Vietnam

0% 10% 20% 30% 40% 50% 60%

Figure 5: The changing prices in fast-food restaurants compared to market price

FF is extremely more expensive than TR

FF is more expensive than TR

Same average price

FF is extremely cheaper than TR

0% 10% 20% 30% 40% 50% 60% 70%

Table 7: Factors of Environment influencing on Customer Satisfaction

Items Mean Standard Deviation

Items Mean Standard Deviation

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