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(3) Inertial behavior exists in the food purchasing behavior (Carrasco et al., 2005). However, there have been no scholars who have applied it to explore the relation between customer satisfaction and loyalty in the fast food industry. It can be seen that there is an important study gap that exists in the exploration of customer satisfaction and loyalty in the fast food industry; therefore, it creates the motive for the study to explore this issue. The major study purpose of the study is to integrate the related variables of fast food industry characteristics, such as consumption frequency, perceived price and convenience, and propose a customer satisfaction and loyalty integrated model for the fast food industry, and apply relationship inertia as the mediator to find out the major factor that impacted the customer satisfaction and loyalty in fast food industry, with the expectation to provide it as a reference for the fast food industry in developing the improvement strategy of customer satisfaction and customer loyalty. LITERATURE REVIEW Customer satisfaction The primary task of a corporation is to create customer satisfaction. Profit is not the most important result; after all, it is only the feedback after satisfying the customer (Drucker, 1954). As long as the customer is satisfied, the corporation’s profit will relatively increase. Along with the more and more intense market competition and the rise of consumer awareness, customer satisfaction has a significant impact on corporate profits, and it can provide the future product or service quality of the corporation as a reference according the past consumption experience and assessment of customers. Therefore, customer satisfaction has become a recognized index which can be broadly applied in measuring customer consumption behavior. Customer satisfaction is regarded as customers can get more benefits than their cost (Liu and Yen, 2010).
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In the measurement of customer loyalty, Zeithaml et al. (1996) pointed out that the measurement items of customer loyalty in customer behavior intention include: repurchase after the price has increased (price tolerance), priority purchase and recommendation. Fornell et al. (1996) thinks that customer loyalty can be measured by the repurchase will and customer price tolerance. Gronholdt et al. (2000) pointed out that customer loyalty be constructed by the four measurement indexes of the repurchase will, the will of recommending the company or brand to others, price tolerance and cross-purchase will of the customer. Finally, the study mainly refers to the perspectives of Fornell et al. (1996) and Zeithaml et al. (1996) and the service characteristics of the food retailer to summarize the measurement method of customer loyalty in the behavior dimension of the four measurement indexes, which are repurchase will, recommending to others, price tolerance and priority repurchase. Relationship inertia Relationship inertia is a fixed consumption pattern. With all consumption, customers will purchase the same product because of habit, without the need to spend energy or time to think too much during the decision making process (Assael, 1998). The reason for this type of consumer purchasing the same brand or purchasing the same product repeatedly is that they feel comfortable due to not having to make new choices. When purchasing the same brand again, it can save time, and by being familiar with the brand, there will be no sense of difference, and also can reduce the perceived risk (Bloemer and Kasper, 1994). Dick and Basu (1994) pointed out that the false loyalty in customer loyalty
In the measurement of customer loyalty, Zeithaml et al. (1996) pointed out that the measurement items of customer loyalty in customer behavior intention include: repurchase after the price has increased (price tolerance), priority purchase and recommendation. Fornell et al. (1996) thinks that customer loyalty can be measured by the repurchase will and customer price tolerance. Gronholdt et al. (2000) pointed out that customer loyalty be constructed by the four measurement indexes of the repurchase will, the will of recommending the company or brand to others, price tolerance and cross-purchase will of the customer. Finally, the study mainly refers to the perspectives of Fornell et al. (1996) and Zeithaml et al. (1996) and the service characteristics of the food retailer to summarize the measurement method of customer loyalty in the behavior dimension of the four measurement indexes, which are repurchase will, recommending to others, price tolerance and priority repurchase. Relationship inertia Relationship inertia is a fixed consumption pattern. With all consumption, customers will purchase the same product because of habit, without the need to spend energy or time to think too much during the decision making process (Assael, 1998). The reason for this type of consumer purchasing the same brand or purchasing the same product repeatedly is that they feel comfortable due to not having to make new choices. When purchasing the same brand again, it can save time, and by being familiar with the brand, there will be no sense of difference, and also can reduce the perceived risk (Bloemer and Kasper, 1994). Dick and Basu (1994) pointed out that the false loyalty in customer loyalty