The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants

Abstract

Purpose

The aim of this study is to examine the role of relational benefits and brand experience measurements on willingness to pay more (WPM), effects of word of mouth (WOM) and repurchase intention (RI) in fast-food restaurants (FFR).

Design/methodology/approach

Employing an online questionnaire survey with a sample size of 503 respondents, the quantitative methodology included multiple regression and factor analysis to facilitate the analyses of data.

Findings

Relational benefits and their dimensions (confidence, special treatment and social benefits) found to positively impact WPM, WOM and RI. With reference to brand experiences, the current study found that behavioural and intellectual experiences have significant and positive effects on WPM, WOM and RI. Surprisingly, no positive significance was identified between sensory experiences and WPM, WOM and RI.

Practical implications

The findings show that relational benefits and brand experience dimensions play an essential role in improving brand loyalty.

Originality/value

The current study subscribes to the concept of relationship marketing theory, suggesting that loyalty to FFRs can be enhanced by offering customers relational benefits and augmenting their brand experiences.

Citation

Dandis, A.O., Wallace-Williams, D.M., Ni, A.K., Wright, L.T. and Abu Siam, Y.I. (2023), "The effect of brand experiences and relational benefits on loyalty in the fast-food restaurants", The TQM Journal, Vol. 35 No. 7, pp. 2028-2051. https://doi.org/10.1108/TQM-03-2022-0091