Experiential Value, Customer Satisfaction and  Customer Loyalty: An Empirical Study of Kfc in  Chennai

Mrs. Veto Datta; Dr.S.Vasantha

Volume : III, Issue : IX, September - 2013

Experiential Value, Customer Satisfaction and Customer Loyalty: An Empirical Study of Kfc in Chennai

Mrs. Veto Datta, Dr. S. Vasantha

Abstract :

The sustainability of a company depends on loyalty of its customer. The customer satisfaction and creating great experiential value for them is the company`s goal to create customer loyalty. The flourishing demand of food industry attracted researcher to measure key drivers for experiential value, customer satisfaction, and customer loyalty. The focus of the study is measure these attributes with KFC. The main purpose of the paper is to identify the key drivers in creating experiential value for the customer .A structured questionnaire was prepared using five scale from strongly agree to strongly disagree. Total 246 respondent were selected through random sampling method .Chi square test has been applied for testing the hypothesis by using SPSS software. From the paper the researcher wants to find out the relationship between experiential value, customer satisfaction and customer loyalty through different dimension of restaurant industry