Good day sir, I’m Abigail Mae Ines, discussing customer loyalty, synthesis and the framework.

Let’s start
by discussing first the Customer Loyalty.

1.3 Customer Loyalty

-Customers and businesses alike care about customer Loyalty. It is dependent on a number of
factors and differs from person to person and product to product. According to Oliver 1999,
Customer loyalty is viewed as the strength of the relationship between an individual’s relative
attitude and re-patronage.

1.4 Synthesis
The synthesis is based on the studies that were analyzed from different perspectives, and the
studies were chosen in a systematic manner.

1.5 Conceptual
Previous studies indicated that satisfaction depends mostly on food and beverage quality. Food quality
refers to the characteristics of food that a consumer considers suitable. Food quality assessment
includes the overall quality of the food and beverage, as well as the flavor, freshness, nutritional value,
and portion size. Given that dining in restaurants is basically a social experience, service quality is
considered a key element in the restaurant industry. In some research, service quality was found to be
more critical than food quality in determining dining satisfaction. Quality of service offered has a
significant and positive effect on customers’ overall satisfaction.