Resumo

CLEMENTE-RICOLFE, José Serafín. IMPORTANT ATTRIBUTES OF SERVICE QUALITY AND THEIR INFLUENCE ON POST-PURCHASE BEHAVIOR. THE CASE OF BURGER RESTAURANTS IN SPAIN. Innovar [online]. 2016, vol.26, n.62, pp.69-78. ISSN 0121-5051.  https://doi.org/10.15446/innovar.v26n62.59389.

Product, physical aspect, staff and speed are the four dimensions that grouped the attributes considered for evaluating service quality in burger restaurants. Through an analysis of structural equations is concluded that only the product is a determining factor for service quality. However, the importance given to nutritional information on these type of restaurants could make a significant difference. Finally, service quality is established as an important consideration in predicting post-purchase behavior.

Clasificación JEL: M31, D12, L15.

Palavras-chave : Service quality; fast food; post-purchase behavior; nutritional information; structural equations.

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